CSM Magazine

SEPTEMBER 28, 2023

Commercial and domestic fit-out company, FSE UK is reporting a six-fold expansion since implementing a cloud-based job management system and mobile app from BigChange. “Before BigChange I spent my day spending and receiving WhatsApp messages,” commented Rob Holt, Head of Building Services at FSE UK.

Books 59

Books 2018 Customer Relationship Management 2013 59

CSM Magazine

OCTOBER 17, 2023

Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team. UK contact centres are a practical bunch. How about your agents, do they even come into the KPI equation?

2023 52

2023 Contact Center Customer Centricity Measurement 52

TechSee

JANUARY 14, 2021

With the number of new daily confirmed cases of COVID-19 in the UK exceeding 60,000, the country has officially entered its third national Coronavirus lockdown. 63% of UK customers said they would be more loyal to a company that is innovating with remote support tools during the pandemic. Full inoculation is far on the horizon.

Consumers 109

Consumers Loyalty Customer Expectations 2021 109

Beyond Philosophy

DECEMBER 19, 2017

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging.

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2002 2017 Customer Centricity Consulting 153

Alida

JUNE 10, 2020

Virgin Money UK is not a traditional bank. Their mission to disrupt the status quo with bigger, bolder banking experiences is helping to set them apart from UK high street banks.

Banking 130

Banking Customer Expectations Customers Customer Experience 130

CSM Magazine

NOVEMBER 1, 2023

Disrupt – our flagship digital transformation conference in the UK – will once again attract leading CX experts and innovators to London’s The Brewery venue on Tuesday, March 5th. From personalisation to journey mapping, this panel will explore tangible ways to improve CX across the entire customer lifecycle.

2024 52

2024 Customer Experience Competitive Advantage Events 52

InMoment XI

FEBRUARY 28, 2015

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.

Customer Experience 308

Customer Experience Article Technology Customers 308

CSM Magazine

DECEMBER 31, 2021

Websites like SammyBingo UK aim to please by providing support by competent staff who are devoted to helping players. Here are some of the challenges and problems that may occur in the UK-based bingo industry. Problems with UK bingo customer service. Assisting the players in the case of problems.

Customer Service 52

Customer Service Advertising Customers Loyalty 52

Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands.

Customer Satisfaction 72

Customer Satisfaction 2020 2019 2015 72

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Causon also spoke to us about their recent research published in their UK Customer Satisfaction Index Report. The post Customer Satisfaction is Declining in the UK.

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

CSM Magazine

MAY 16, 2023

The accreditation, which Sigma has received for the first time of entering, is based on the scores and feedback provided by the company’s 1,200 UK-based employees. Founded in 2011, Sigma employs over 5,000 people across the UK, South Africa, Australia and the United States.

Connections 52

Connections 2011 2030 Telecommunications 52

InMoment XI

FEBRUARY 28, 2015

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.

Customer Experience 227

Customer Experience Article Technology Customers 227

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

InMoment XI

FEBRUARY 28, 2015

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.

Customer Experience 200

Customer Experience Article Technology Customers 200

CSM Magazine

AUGUST 11, 2023

In the current climate, running a successful business in the UK is no easy feat. So, let’s dive right in and review the key factors you need to consider when choosing a business energy supplier in the UK. From maintaining a healthy cash flow to finding the right employees, it can be an overwhelming process.

Financial 52

Financial Consumers Customer Service Consulting 52

InMoment XI

SEPTEMBER 27, 2023

Derek Eccleston, Director, XI Insights and Consultancy at InMoment Paul Smith, Global Marketing Director at NPSx by Bain & Company In the ever-evolving landscape of the UK insurance sector, understanding the pulse of customer perception and loyalty is paramount. In this blog, we will delve specifically into the UK insurance industry.

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Insurance NPS Net Promoter Score Loyalty 260

Eptica

APRIL 8, 2020

Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Now, more than ever, it is essential that UK brands provide the right levels of service in order to engage and retain customers. Published on: April 08, 2020. So, how are they faring?

2020 79

2020 Customer Service Social Media 2025 79

Braze

MAY 1, 2023

Findings from a survey of 1,500 VP+ marketing decision-makers across 14 global markets reveal key opportunities for UK brands and their marketing and customer engagement efforts.

Customer Engagement 52

Customer Engagement Engagement 2023 Customers 52

Forrester

NOVEMBER 2, 2016

We're pleased to announce that this year's UK Customer Experience Index report is now live! Overall, it's been a good year for UK brands, with the percentage of good and OK scores increasing thanks to a significant drop in poor scores. Three of those brands increased their scores by a huge 10 points or more. Customer Experience.

Brands 91

Brands Competitive Advantage Loyalty Measurement 91

NetBase

JULY 2, 2020

Purchasing from mobile phones has become the new norm for consumers, so much so that mcommerce (mobile commerce) is set to dominate UK ecommerce retail sales in the coming months. In this article we will discuss: UK mcommerce trends. The UK is the third-largest ecommerce market in the world. mCommerce in the UK .

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Sales 2026 2024 Retail 56

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020.

Customer Experience 127

Customer Experience 2020 Contact Center ROI 127

CSM Magazine

AUGUST 19, 2022

When it comes to online gambling sites in the UK, mention is seldom made of how important an operator’s customer service department is to players. To be fair, a lot of top UK online gambling sites will offer access to FAQ sections that carry all the right answers. How GamStop Customers Can Get Customer Service Support in the UK.

Customer Service Representative 52

Customer Service Representative Sports Banking Customers 52

Eptica

FEBRUARY 12, 2021

Date: Friday, February 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Tags: Institute of Customer Service, UK Customer Satisfaction Index Categories: Trends & Markets. Published on: February 12, 2021. Share this page on: Tweet.

2021 72

2021 Customer Satisfaction Blog Article 72

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate […]. firms over the past seven years.

2017 74

2017 Consumers Customer Experience Customers 74

CSM Magazine

MARCH 13, 2022

Avaya has announced results of an online market research survey conducted by IDG Communications indicating the most successful UK&I businesses recognise customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. . Steve Joyner is VP UK&I at Avaya. About the Author.

Customer Centricity 52

Customer Centricity Social Media Touchpoint Customer Journey 52

Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

2017 64

2017 Loyalty Download Consumers 64

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Given this importance of customer experience, the recent KPMG Nunwood 2015 UK Customer Experience Excellence Centre report , paints a worrying picture for British organizations. Published on: September 30, 2015. out of 100 – in January 2013 it was 78.2.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

CSM Magazine

OCTOBER 12, 2022

Research from the UK Call Centre Management Association (CCMA) also indicates the telephone continues to be many people’s preference for the most sensitive and challenging types of support needs: reporting fraud (48%), warranty/repair queries (30%) and refunds (28%). UK consumers have spoken, now British businesses must listen.

Consumers 52

Consumers 2022 Social Media 2021 52

InMoment XI

MARCH 31, 2020

The Results Are In The UK Consumer Study produced by Bain & Company in partnership with MaritzCX is the first comprehensive annual survey of major UK industries and sub-industries, including Automotive, Travel, Logistics, Utilities, Technology and Media. The data identifies the brands that UK customers consider to.

Consumers 295

Consumers Automotive NPS Travel 295

Genroe

NOVEMBER 29, 2021

In just three years Zip Water UK dramatically lifted their NPS from +2 to +73 by driving customer experience culture and relentlessly finding and correcting root cause issues for their customers. Zip Water UK is the UK arm […].

Net Promoter Score 52

Net Promoter Score NPS B2B Culture 52

CSM Magazine

JUNE 23, 2022

PCI Pal , the global SaaS provider of secure payment solutions, has been ranked in The Growth Index top 100 listing of the UK’s fastest growing businesses. With its data taken from over 32,000 companies across the UK, PCI Pal is ranked as the 56th fastest growing company in the country.

Government 52

Government Communication Brands Connections 52

CSM Magazine

MARCH 16, 2022

PCI Pal , the global provider of cloud-based secure payment solutions – has supported restaurant group Fridays UK with the implementation of its PCI Pal Agent Assist solution, to ensure full PCI compliance when handling customers’ telephone-based card payments. We are PCI-Certified and go through our accreditations every year.

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Multi-Channel Books Guest Experience Government 52

CSM Magazine

NOVEMBER 24, 2020

In addition to the head office in Antwerp, and the French office in Lille, Premium Plus is now opening a branch in the UK’s capital, London. London office bolsters European ambitions. The company’s results-driven approach has proven popular.

2012 52

2012 Return on Investment Omnichannel Sales 52

CSM Magazine

OCTOBER 20, 2020

Enterprise digital transformation consultancy ECS today announced a cluster of contact centre transformation engagements with some of the UK’s leading organisations. As evidence of the effectiveness of this approach, ECS set up a virtual contact centre in just 48 hours for one UK client at the start of lockdown.

2020 52

2020 Net Promoter Score Engagement 2008 52

Avaya

SEPTEMBER 23, 2016

To discuss these challenges and the impact of eCall on public safety bodies in the UK, B-APCO in conjunction with Avaya held a mini conference at its UK HQ last week, with 80 representatives from emergency services, central and local government, Highways England, roadside assistance organisations, and British car manufacturers.

Multi-Channel 77

Multi-Channel Events 2017 Government 77

CSM Magazine

JUNE 9, 2020

Silverbear, the UK and Ireland’s membership CRM expert, has gone to the top of the class after winning a contract to support the Teaching Council, the professional standards body for the teaching profession in Ireland, as it transitions towards becoming a digital organisation.

Document 52

Document Customer Base Communication Management 52