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The UK CX Report 2023
The new ‘UK CX Report’ in conjunction with Engage media gives a comprehensive analysis of the current challenges that impact customer behaviour.
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How should the banking sector respond to the cost-of-living crisis?
With the British public increasingly anxious about the economy, we asked Business Journalists which sectors they felt were leading the way in supporting customers through the cost-of-living crisis and what the banking sector could do to support customers during this time.
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Checking out without checking the bank account; is easy credit fair on your vulnerable customer base?
With spending and digital credit on the rise, how can businesses create a great customer experience using flexible payment options while ensuring they aren’t putting more vulnerable customers at risk?
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Get on board the (savings) equality train
Alpa Shah examines the rapid exacerbation of wealth inequalities in the cash savings market as a direct result of the COVID-19 crisis and argues this is unlikely to change without radical, yet sensitive solutions.
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The Forces of CX: Control
Here are three examples of brands delivering on the values of our CX Forces during the COVID-19 outbreak, providing practical examples showing how it is possible to build emotional connection with your customers.
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The Forces of CX: Certainty
Here are three examples of brands delivering on the values of our CX Forces during the COVID-19 outbreak, providing practical examples showing how it is possible to build emotional connection with your customers.
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Customer Experience and information – a terminal issue?
Tim Voigtländer recounts his experience as a customer of a low-cost airline when something went wrong - what lessons can companies learn from his customer experience?
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Rules for the perfect gift
‘Gifting’ is not a new concept in Marketing, but continues to be an important one. Whenever anyone gives a gift, they are expecting something in return - an appreciation perhaps, or a shared bonding moment. This is the principle of reciprocity
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Creating Travel Partnerships with your Customers
The travel industry is embracing mobile technology, finding new ways to help customers and evaluate the travel experience. But are travellers ready to widen their holiday horizons with technology?