Category: Uncategorized

Giffgaff/Firstsource: Gamechangers in Complaint Handling

An overhaul of how complaints are dealt with has earned mobile provider Giffgaff a UK Complaint Handling Award along with the firm’s outsourced contact centre provider Firstsource. The companies were finalists in the Best Personal Entertainment & Telecoms category, where they...

Thomas Cook: Complaint Handling now ‘Embedded in DNA’ of Firm

Thomas Cook are used to taking customers on journeys to holiday destinations across the globe, so when the firm embarked on a “transformation journey to deliver a Centre of Excellence for complaint handling”, they knew exactly how to go about...

Resolver: How we Make Complaint Handling Easier for Both Customers and Businesses

With the 2018 UK Complaint Handling Awards just around the corner, CXM spoke with James Walker, the CEO of awards partner Resolver, the online complaints portal that helps consumers raise and resolve issues quickly and effectively. In our exclusive interview,...

Open Banking: The New Risks

Earlier this month, new regulations in retail banking and payments across the EU came into force, allowing thousands of companies that aren’t banks to gain access to financial data and payment accounts. Many experts are predicting a digital revolution in...

Millennials: Banking with a Tech-Savvy Generation

All banks should be aware of the importance of catering to the needs of the millennial generation, and while many are, there are significant misunderstandings around how to address these new consumers. This tech-savvy cohort is set to dictate the direction...

New Partnership Brings Complaint Handling to the Next Level

The firm behind the Customer Experience Awards, Awards International, has joined forces with online complaints platform Resolver  to announce an exciting new partnership which aims to promote effective complaint handling in the UK. Awards International also host the upcoming UK Complaint...

Open Banking Reforms: A Golden CX Opportunity

Open Banking should be a “catalyst for greater Customer Experience” rather than a hindrance for the UK’s banks, it has been suggested as one of the biggest personal financial shake-ups in recent years gets underway. From January 13, customers are able...

Banking on Better CX: Interview with Scott Fleming

Leading Customer Experience Consultant Christopher Brooks discusses CX matters with Scott Fleming, the Chief Customer and Commercial Officer with the Bank of Cyprus UK…   Scott, thanks very much for agreeing to meet up and share with readers the value and role...

‘Prisoner’s Dilemma’ Chart Predicts Pound’s Chances as Brexit Talks Continue

Following the recent deal between the UK and the European Union  to move onto the next phase of Brexit negotiations, financial experts are trying to predict what the new political landscape means for the future of Sterling. Now Dutch lender ING...

Banking on CRM to Keep Customers Saving

Customer Experience is an increasingly important task for any business, especially in retail banking. The sector is still working to repair its reputation in the wake of the financial crisis. New technology increases the avenues of engagement and customers are becoming...