customer experience

Fasten your seatbelts, please: Why a proactive approach is essential for a great customer experience during a period of turbulence

February 21, 2019 // 0 Comments

Summer 2017 was a hard time for both airlines and their passengers, thanks to events such as the collapse of Monarch and Air Berlin and Ryanair cancelling thousands of [...]

Poor online customer experience leaves UK retailers struggling

January 22, 2019 // 0 Comments

The UK’s top e-retailers are seriously jeopardising sales by not prioritising on-site customer experience, according to an industry index report. The research, carried out [...]

Navigating the experience conundrum

October 17, 2018 // 0 Comments

In an era where experience reigns supreme once again there is still significant confusion over what counts as a truly transformative experience and how to deliver it. Many [...]

giffgaff enhances website user experience with PCA Predict

May 7, 2018 // 0 Comments

The client: Mobile telephone network giffgaff prides itself on its flexible ‘no contracts’ approach to customer service. It views its users as members, not customers, [...]

The rise of the chief customer experience officer

January 24, 2018 // 0 Comments

Marketing has always been inclined or forced to focus more on acquiring customers than managing them. But this is the antithesis of a great definition of marketing which is [...]

How can marketers own the customer experience?

August 14, 2017 // 0 Comments

A recent report from the Economist Intelligence Unit discovered that 86% of chief marketing officers (CMOs) and senior marketing executives believe that, by 2020, they will [...]

Why marketing teams and contact centres need to become best pals

June 26, 2017 // 0 Comments

Today’s contact centres (CCs) are an evolution of the traditional call centre and so much more. No longer just the recipient of telephone calls from customers, the CC also [...]

Customer experience is greater priority than marketing, C-suite executives say

June 12, 2017 // 0 Comments

UK and US business executives rank customer experience above sales and marketing as their key focus in 2017. In a report by customer engagement specialist Calabrio – [...]

How Squiz transformed LSBU’s digital experience

May 13, 2017 // 0 Comments

The client: London South Bank University (LSBU) is a public university in Newington, London. It has 17,605 students and 1,700 staff, and is based in the London Borough of [...]

DIGIORNO uses facial recognition tech to show why pizza makes us happy

May 4, 2017 // 0 Comments

Frozen pizza brand DIGIORNO has conducted a social experiment that measured pizza’s effect on the moods of partygoers. Although most people would probably think it’s [...]