Category: Uncategorized

Why awards matter

When I was appointed to be a judge again at this year’s prestigious UK Customer Experience Awards, I was delighted. The finalists in my category include Balfour Beatty and Scottish Water, so it’s a unique opportunity to privately compare Door-Stop...

CELEBRATING THE BEST IN CUSTOMER EXPERIENCE

The UK Customer Experience Awards 2013 was a glittering occasion that celebrated the best of the nation’s love for its customers. Decked out in a lavish pink, the main hall at the Grand Connaught Rooms was an impressive setting for the...

Are UK Banking customers being switched on or off?

September 2013 saw the introduction of the much anticipated new banking legislation, which stipulates that customers moving from an existing bank to a new provider will be able to complete the switching process in 7 days, a significant reduction from...

Using Customer Experience to create Transformational Change

Our Belief is that Customer Experience (CE) provides a blueprint to transform a business by combining two aspects,that for many businesses are diametrically opposed. ‘Drive shareholder value to make the business a more fulfilling place to work and a ‘delight’ to...

Customer experience for digital natives

Digital natives, those in their early teens who have grown up with the Internet as an integral element of their lives, are starting to spend. Through our five-year study into the impact of technology on the behaviour and attitudes of...

Employee Engagement

Supercharging your Customer Experience… Strong financial results, the ultimate goal in business, are strongly connected to the degree of loyalty among a company’s customer base. A large number of companies have therefore focussed strongly on their net promoter score (NPS) and...

Transforming my opinion

Neil Skehel, Managing Director of Awards International, talks about his visit to the IQPC Customer Experience Transformation Summit, and how the session taught him a few things and forced him to shave off his goaty. I remember attending an operations excellence...

New Health Sector Nowember

NEW Health Sector In partnership with the Patient Experience Network Note from Ruth Evans Hello and welcome to our October edition of our PENLetter. With 5 editions under our belt, we are now settling into the swing of our newsletter; thank you so...

Events

Patient Voice and Power in the New NHS 5 November 2013 – The King’s Fund, London In partnership with National Voices —————————— Clinical Service Process Mapping and Redesign 5 November 2013 – London http://www.healthcareconferencesuk.co.uk/clinical-service-process-mapping-redesign-conference —————————— Transforming Patient Experience 6 November 2013 – The King’s Fund, London Sixth annual patient experience...

Note from Ruth Evans

Hello and welcome to our October edition of our PENLetter. With 5 editions under our belt, we are now settling into the swing of our newsletter; thank you so much for all your positive feedback and comments. We are really...