Author: CXM Editorial

Top spot for Morrisons

Morrisons appears at long last to have something to smile about.  The supermarket’s online shopping service is now significantly ahead of all of its rivals in the latest Customer Experience Magazine/SpectrumInsight digital shopping tracker covering the period from 1...

Visual engagement

Forward-thinking LV= is to pilot the use of Vizolution’s vScreen which uses visuals to improve customer engagement in its life and broker insurance divisions. The system allows advisers to replicate the experience of a face-to-face interview via remote technology at the...

Digital Celebrations

Winners of the first ever UK Digital Experience Awards 2014 are still celebrating their well-deserved accolades. Created to recognise and celebrate the delivery of exceptional customer experience through digital channels and media, the Awards proved to be a stunning digital showcase. Held...

How Research Can Ensure a Consistent Customer Experience

A few weeks ago I took a train journey from London to Manchester with an operator which prides itself on its fun brand and excellent customer experience. I had a number of interactions – or touch points – with the...

Why your summer holiday could be the start of your business

As we hit the height of summer in the UK, hundreds of thousands of employees will be counting the days to their summer holiday – when they can jet off, relax and soak up the sun. Having a vacation is...

Customer Feedback: Why Smart Companies Go Beyond Collect and Act

The key to successful customer feedback is collect feedback and act on its findings to improve the customer experience. Correct? “Good but not good enough” to quote the recent Carling ads. Smart companies go one step further: they integrate feedback into...

Specialist mystery shopper training

Specialist mystery shopper training has been taking place at the Douglas Stafford head office to ensure the company’s shoppers are the best in the field. New recruits were put through their paces at Douglas Stafford’s head office at 1000 Lakeside, Portsmouth,...

You don’t need to spend more on market research, you just need to listen better

How text analytics helps you tune into what your customers are already telling you. Mining the structured data in your research will tell you what your customers did, but text analytics and a little linguistics experience will tell you what your...

Heather Small to perform at Customer Experience Awards

Wow! Are we thrilled that Heather Small – the voice of M People – will be performing live at the UK Customer Experience Awards in September. Heather and her distinctive voice have made her one of the most successful female...

SpeechStorm helps An Post Automate its Processes to Improve Customer Experience

In 2010, An Post, the Irish postal service set about addressing a series of issues which were impacting service quality to their customers. An Post selected SpeechStorm to provide solutions to customer experience and self-service challenges facing the company, through...