Customer Experience (CX) is not just the remit of leadership, customer service, sales, and marketing teams. Successful businesses understand that CX is shaped by far more than just the people customers speak to. They recognise that the responsibility extends further, with HR playing a vital role. HR and people teams help create the conditions that
Your customers don’t care how your business is structured behind the scenes. Whether they speak to someone in your call centre or in finance, use live chat or email, visit your website or a branch in person, they expect the same thing: to be recognised and move forward without unnecessary effort. If your business has
Every business wants to do better for its customers. The challenge is creating consistency in the customer journey and knowing which CX initiatives will make the biggest difference. Without structure, it is easy for business decisions to become reactive, subjective or based on whoever shouts the loudest. A structured CX decision framework helps make sense
Company culture is a case of nature vs. nurture: every organisation has one, whether it’s carefully influenced or left to grow on its own. It shapes how employees approach their work, how teams collaborate, and even how customers experience your brand. Taking time to proactively work on creating a healthy company culture has countless benefits.
Technology and customer experience (CX) now go firmly hand in hand. We’re no longer just talking about CRM systems and mobile apps: our friend AI is here to stay and has already had a major impact on customer service operations globally. As consumers, we are quick to catch on. We have come to expect lightning-fast response times,
You’ve got a great product/service, your pricing is competitive, and you’ve doubled your marketing efforts – so why has client acquisition stagnated and why are existing clients going elsewhere? Could it be that your customer experience (CX) strategy is inconsistent or lacking? Is customer experience (CX) helping or hindering your brand? In today’s hyper-competitive market, customer
The UK Business & Innovation Awards™ by Awards International® is back to recognise your successes on the path to global best-in-class business performance. The brand-new Smart Award™ format makes it even quicker and easier to participate and submit your business initiative, giving everyone involved the best opportunity to achieve the recognition, learning and networking they deserve – and help raise the bar of business standards across the UK.
