Author: CXM Editorial

Digital by Choice in Housing…

What do you think of when you hear the words ‘social housing’? Did you immediately think the housing sector is at the forefront of digital innovation? I doubt it. It seems all too common nowadays for those without a connection...

How can real-time customer service improve your customers’ online experience?

Online experience is very much based on self-service. Part of what defines a well designed website is the facility with which visitors can access the information they need. The website’s architecture, design and the ‘Frequently Asked Questions’ section play an...

Yarnfield Park Editorial

In pursuit of excellent customer experience through technology, size does matter… says Richard Smith Head of Sales and Marketing at Yarnfield Park. The way that organisations book, plan and deliver their training and conference events has seen major changes over the...

The power of mobile in customer experience

Why mobile? It goes without saying that the mobile is a powerful device. There are now more than 6 billion mobiles in the world – that’s more than there are computers, cars and even toilets! We look at our mobile on...

Don’t irritate – Innovate

There is an old saying, which runs ‘just because you can, it doesn’t mean you should’, and it is a lesson, which many would do well to remember when looking at the vast range of possibilities, which have been opened...

Autoglass has a clear vision for a great customer experience

It was a dark and stormy night. The woman, stranded by the side of a motorway on the rawest of December days, shivered and peered anxiously into her rear view mirror hoping to see the reassuring lights of the breakdown...

Banking on good customer service?

The future of customer service is to bridge the gap between the smart consumer with the smartphone and the bank holding his or her financial assets. Even though mobile applications are becoming increasingly powerful customer touch points, many banks are...

Is Innovation the Key to a Whole New Level of Customer Service?

In July, the Institute of Customer Service published the results of their UK Satisfaction Index (UKCSI), a national survey that gauges the quality of UK customer service annually. This year, the results showed that customer service satisfaction had plateaued. Since...

Findel Education – Transforming Customer Experience

Getting shortlisted for the UK Customer Experience Awards is an achievement in itself. Winning an award is a huge success. Findel Education fought off strong competition from the likes of LV, Virgin Media and Capita to win Best Business Change...

United Biscuits makes £25,000 savings with IT investment


United Biscuits (UB) is one of the world’s pre-eminent branded snacks businesses with a reputation for meeting consumer needs for well over 100 years.  UB’s unrivalled portfolio of brands includes favourites such as McVitie’s, Jacob’s, Carr’s, Jaffa Cakes, Mini Cheddars,...