Author: CXM Editorial

The Ethos of the Marketplace Is Centred on Flexibility

Interview with Halfords &Salmon on their new platform Following in the footsteps of e-commerce giants eBay and Amazon, Halfords, Britain’s biggest bike retailer, launched its new marketplace in June with global digital commerce consultancy Salmon, who integrated the marketplace with its...

Sparks Are Set to Fly, as Pay-As-You-Go Ignites the Utilities Market

by Jack Coxeter, Lead Consultant of Power and Communications at SQS With the advent of smart metering set to level the playing field for the utilities industry, a cultural shift is also on the horizon around how users not only consume,...

Service before Sundown

RHP wins Customer Experience Award for unique approach South-west London based housing provider Richmond Housing Partnership was awarded a Customer Focus Award at the Customer Experience Awards last week, in the category GOVERNMENT/PROFESSIONAL SERVICES AND NOT FOR PROFIT. The UK Customer Experience...

Read Brandwatch’s Exclusive Report: Customer Service – Social Listening in Practice

An extensive study by Natalie Meehan, the Content Manager at Brandwatch The rapid growth in digital in the past few decades means that we can all choose to buy our products and services from a global marketplace. As consumer choice increases, the...

With the Right (Cart)Assist, You Can Reduce Contact Centre Costs by 50%

Goodman, UK electronics specialist, sees 83 per cent success rate in resolving first time customer queries using robust self-service system As 48 per cent of consumers site call centres as their most frustrating customer service channel, leading entertainment technology brand, Goodmans,...

AI, from A to Z

Three predictions for the future of Artificial Intelligence (AI) in customer service Artificial Intelligence, or ‘AI’ for short, has the potential to radically improve the way that many businesses deliver customer service. In this article Dave Paulding, Regional Director at Interactive...

Black Friday 2015 Set to Be UK’s First £1bn Online Shopping Day

By Salmon Following the impact of Black Friday 2014 and the surge in sales it caused for the UK’s online retailers, global digital commerce consultancy Salmon has today predicted that Black Friday 2015 (27th November) will lead to the UK’s first...

Public Transport Overtakes Utilities for Worst Customer Service

Honesty and efficiency are the most valued traits by consumers when dealing with companies Public transport & train operators overtook utility companies in the league table of worst customer experience and service providers, according to the second annual Customer Experience Survey...

We Know We’re Doing Things Right When Our Clients Send Us Flowers

CXM Interview with David Wright, CMO of Police Mutual on their cooperation with Avanade UK and the impact of the partnership on their business CXM: What was the decisive point for choosing Avanade UK for partnership? What did the process look...

UK Holidaymakers Still Depend on Printed Travel Documents

The Canon research based on findings from a survey conducted by ICM Unlimited that polled 5,000 qualified individuals across the UK, France, Germany, Italy and Spain in June 2015 With the summer holiday season about to end, Canon reveals that despite...