Author: CXM Editorial

The New Age of Polarised Customer Service

Jeremy Payne, International Group Marketing Director, Enghouse Interactive We are entering a new age of customer service, characterised by a stark generational divide in consumer likes and dislikes. In a survey we recently carried out, which polled the views of more than...

The evolution of social media

The evolution of social media has created a new way for people to communicate, not only with each other, but with organisations and brands. Today’s customers expect to access customer service through social media channels, and organisations worldwide are working...

6 Reasons Why CRM Projects Fail

By Dave Akka, Managing Director, Magic Software Enterprises UK CRM applications promise to increase efficiency between departments, improve cross-sell and up-sell opportunities and enhance customer satisfaction by providing convenient access to customer data throughout customer-related processes. The ideal CRM implementation provides...

Want to raise your NPS? Analyze customer comments for success

NPS is under pressure: as the scores start to tail off, some firms are concluding it is not up to the task of meeting today’s rising customer demands. The response from Safelite AutoGlass, USA’s largest windscreen repairer and a subsidiary...

Company in focus – Customer Thermometer

I spotted the opportunity for Customer Thermometer in 2010. I’d founded a marketing agency eight years before, and as it grew I wanted to know how our customers were feeling. Traditional surveys didn’t appeal to me – I didn’t want...

Customer Insight & Data Analytics experts reveal their biggest challenges & investment priorities

We are delighted to share with you an exclusive research piece which has just been released. Focusing on big data or is it smart data? The infographic Big Data, Insight & Analytics: Investing in the Future delves into how senior executives...

Whether intentional or not, every business already has a “customer experience”

The question is have you designed this experience or is it just happening? There are many frameworks that exist, we have used one time and time again and have seen the benefits in many organisations. The framework we deploy has four...

Whittlebury Hall

Whittlebury Hall Conference, Training Centre, Hotel and Spa are thrilled to have been named WINNER of Best Customer Experience in the Hospitality, Leisure and Entertainment sector at the UK Customer Experience Awards 2014. Our initiative was the delivery of an improved...

Northern Gas Networks

Northern Gas Networks (NGN), the north of England’s gas distributor, entered into five award categories including Best Customer Experience Award, Business Change / Transformation – Simplification Award, Small Contact Centre Award, Employee Engagement – Taking the Lead Award, Team –...

Webhelp

Webhelp is internationally renowned for its innovative approach to customer experience management and this is largely down to the quality of our teams. The Webhelp ‘212 Team’ drive a transformational programme which is enriching the lives of everyone involved by leading...