Author: CXM Editorial

UK Digital Experience Awards Finalists Announced

Finalists for this year’s premier UK Digital Experience Awards 2014 have been announced. The shortlist of high-calibre entries was revealed yesterday and those successful businesses have been informed. Taking place on July 9th, the Digital Experience Awards will recognise and celebrate...

Improving customer experience in Not For Profit and Public Sector organizations

Moxie Software’s EMEA General Manager, Andrew Mennie says: The non-commerce sector, from Not For Profit to Local and Central Government, has more in common with commerce than you might expect, when we look at the deployment of multichannel customer experiences. Whether...

Content intelligence creates long-term donor relationships for charities

Charities have to develop better customer (donor) relationships It’s easy think that just because a charity is a non-profit that they lack the same commercial awareness and urge to generate revenue exhibited by their ‘for profit’ counterparts. Actually charities are every...

To Outsource or Not to Outsource…

Managing citizen contact is a major challenge for any public sector organisation, but quite often, the decision behind outsourcing your customer service can turn into a dilemma, of Shakespearean proportions! We’re here to tell you that it needn’t be –...

The way of a fool seems right to him, but a wise man listens to advice

There is a cautionary tale from this reference from Proverbs 12:15 for any business which wants to improve its way of working; how competent you think you are is probably not the reality of how competent you actually are. The worst...

Customer experience Titanic or Titan in the making?

Paul Massara took over as the chief executive of npower in January 2013. Arguably a difficult job to take on, not least because of the poor customer service reputation and previous mis selling practices conducted between 2009 and 2012, allegedly...

Metro Bank – A delightful and daringly different banking experience

I was recently very honoured to get a new and titled follower, along with a retweet, on Twitter. In fact this follower has two titles, which, considering he’s a dog and is associated with a bank is even more impressive....

Business leaders feel most threatened by IT hazards

Cyber attacks are continuing to cause the greatest worry for organisations, according to a new report published by the Business Continuity Institute (BCI), in association with British Standards Institute (BSI). IT threats are ranking above other threats such as natural disasters,...

US consumers twice as likely to share a bad service experience than UK counterparts

New research reveals that US consumers are twice as likely to share a bad customer service experience than those in the UK; whereas Brits are more inclined to recommend a company following a positive interaction. Following an inadequate experience, half (49%)...

Web chat: Why it’s becoming the customer channel of choice

Klaas van der Leest, UK Managing Director, discusses the benefits of Web chat and explains how to prepare for the chat revolution According to research by BTi, ‘web chat is climbing the ladder of customer channel preference’ and rapidly contributing to...