Listening to the Customer – Barclays CI

The well recognised Barclays brand shares a common purpose amongst its people: to help people achieve their ambitions, in the right way. The bank’s recent advancements were focused heavily on this ambition, one that sits at the core of their business, underpinning everything they do.

Scottish Water – Award-Winning Social Media from the CX Team of the Year

Scottish Water is a publicly owned company that provides 1.37 billion litres of water and removes 921 million litres of wastewater for 5 million customers daily.

Award-Winning Technology & Telecoms from Finastra

Finastra was formed in 2017 by the merger of two global fintech leaders – D+H and Misys. The organisation brings deep expertise and unrivalled breadth and depth of pre-integrated solutions spanning retail banking, transaction banking, and capital markets.

Love the Customer - Skipton Building Society

Skipton Building Society is the fourth largest building society in the UK, with 95 branches located across the country and a contact centre based in Bury, Lancashire.

BT - Business Transformation Winners

BT Consumer is one of the largest providers of voice, broadband, TV, and Wi-Fi services in the UK. They service over 10.3 million home phones and 9.3 million broadband customers.

Wetherspoons Tax Equality Day means you can get cheap food today

Are you a fan of Wetherspoons? Do you know someone who is? September 20 could be your lucky day, as the chain is offering a 7.5% discount on everything.

Virgin East Coast passengers can now bid for first class upgrades on an app minutes before trains leave

Rail passengers can now bid for an upgrade to first class seats minutes before their trains depart.

Ford Offers U.K. Drivers Cash to Scrap Dirty Diesel Engines

Ford Motor Co. became the latest automaker to offer cash to U.K. drivers if they scrap the most polluting vehicles on the roads, targeting about 15 million cars and vans across the country.

The Truth About Customer Experience

Remedying matters would add significant value, but it wouldn’t be easy: The company needed a whole new way of managing its service operations in order to reinvent the customer journeys that mattered most.

Innovation and Convenience “more important” than the Brand?

The era of the disloyal consumer is upon us; new research from global e-commerce consultancy Salmon has found that brand loyalty is tumbling as consumers prioritise speed, innovation and convenience when they shop.

Competing for the Prestige

"If there is anything people want more than money, it's positive recognition."

Five Ways To Make The Most Out Of Brand Loyalty

In today’s market, customers don’t have to be loyal. They have endless choices and a nonstop stream of information at their fingertips to help them find the latest brand and product information.

4 Factors that Stop us Using Loyalty Perks

Marrying the CX and Loyalty Industries

Improving the CX of a company typically relies on listening to customer complaints, creating hotlines, offering surveys, looking at sales results, making calls, pounding pavement, connecting on social, sitting in a store – the works.

5 Leading CX Influencers Sharing their Secrets

Just by googling customer experience, thousands of results appear that are a mouse-click away. From the basic definition to thousands of articles, companies, and individuals talking about or dealing with this subject. The problem, however, lies with the fact that too few companies have a serious, well-thought, and honest approach when it comes to CX.

Customer Service is a Key Differentiator for Businesses, but Many are Falling Short

CX Trends for 2017 – BA take note!

How to play the awards game

Winning awards for your personal and professional achievements is a seriously competitive business. And like any match worth winning, having a game plan will get you so much further than throwing everything together and hoping for the best.

New Look and Their New Initiative ‘Service Basics’

The well-known UK fashion store, New Look, was the winner of the CXA Customer Centric Culture award in 2016 for their amazing implementation of a holistic and company-wide restructure towards better customer service.

Customer Experience Starts with Employee Engagement

For almost 15 years, I’ve been helping employers do the best they can to make the workplace a better place to be. Helping organisations to deliver the best possible experience for their employees is something I’m passionate about, so I was delighted to get the opportunity to judge at this year’s UK Employee Experience Awards.

How to write an award-winning entry- top tips!

Creating a compelling award entry for the UK Customer Experience Awards requires passion, enthusiasm and clear, concise copy to engage the judges. Here are some quick tips we’ve picked up from talking to last year’s panel:

Five Outstanding Winning Attitudes from Four Seasons Health Care

Having the right attitude in business can be the decisive factor between being successful and just getting by. For Four Seasons Health Care, the right attitude helped them win two categories at the 2016 CXA, including the Overall Winner category and the Insight & Feedback category.

5 Steps of Apple’s Enticing Customer Experience

Even though products change and the store design is altered slightly to accommodate the new products, there’s one thing that never changes, and that’s the Apple Store’s secret sauce.

Three Risky Customer Experience (CX) Initiatives

Forrester reports that customers are willing to spend nearly five times more for excellent customer experience (CX) than they would for poor CX*.

Barclays Bets Big on Fintech in UK Despite Brexit Fallout

The fintech scene is growing in London at a time when many banks are looking to exit the city. At a time when other lenders are eyeing a succinct exit from the UK, Barclays is looking to shore up at least one segment of its operations in London, strengthening its fintech capabilities in the capital. The group’s fintech arm, Rise, is also looking to dramatically expand its operations.

How Delivering a Great Customer Experience Can Result In Significant ROI

A massive shift of power from corporations to consumers is taking place because of the onset of the digital age. Companies are starting to compete to provide the best customer experience instead of the never-ending battle of price advantage which has preceded this new era.

Customer Experience Starts with Employee Engagement

For almost 15 years, I’ve been helping employers do the best they can to make the workplace a better place to be. Helping organisations to deliver the best possible experience for their employees is something I’m passionate about, so I was delighted to get the opportunity to judge at this year’s UK Employee Experience Awards.