Customer experience

Customer experience and the quest for transparency at QBE

Contact centre

Contact centres, transparency and empowerment are pivotal to delivering on customer experience promises for QBE’s Kathryn Wood.

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Delivering a streamlined digital strategy to amplify promotions

beer bubbles

Traction Digital’s Adam Quirk looks to the example of a beer promotion with a streamlined digital strategy that worked to overcome customer experience hurdles.

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The marketing technologist enters the CX fold

Grant Pattison

IAG’s Grant Pattison reckons he was the insurance industry’s first official marketing technologist. He tells us what that means for customer experience.

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‘Be Present, Not Perfect’ – 14 top quotes from Customer 360

Sitecore’s Nicole Stirling recounts the top moments from the Customer 360 Symposium.

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Customer experience in times of crisis

Khaled Akl

Khaled Akl experienced first-hand the importance of having a CX crisis management plan while overseeing operations for Unilever during the Arab Spring.

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How customer experience is helping News Corp to connect

Kristen Haynes

With changing consumer habits and a shifting business model, could customer experience be News Corp’s secret weapon?

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The top five takeaways from the 2016 Customer 360 Symposium

Harriet Wakelam at the 2016 Customer 360 Symposium

From choosing CX KPIs to defining them and understanding how your contact centre fits into the equation, we take a look at the top five takeaways from this year’s symposium.

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5 things from SxSW that will impact customer experience

Chello’s Lindsay Rogers fills us in on five things from SxSW that will impact the relationship a customer has with a brand in the future.

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Organisational culture is your single biggest customer experience asset

team work

While you need the systems in place to underpin an organisation’s customer experience proposition, culture is the most important piece of the puzzle, says ING Direct’s Lisa Claes.

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Merivale’s end to end customer experience

Merivale

Visiting Merivale’s world-class venues is only one part of the customer experience. Merivale’s Andrew El-Bayeh outlines how the hospitality group is thinking CX before customers step foot inside.

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