Blog Posts

Change is coming and the insurance sector needs to embrace Customer Experience

Change is coming and the insurance sector needs to embrace [...]

Five Key Tips for Effective Complaint Handling

Five Key Tips for Effective Complaint Handling

This isn’t just a failed business transformation, this is a Marks & Spencer failed business transformation

This isn’t just a failed business transformation, this is a [...]

Why Effective Complaint Management is an Essential Part of an Exceptional Customer Experience

Why Effective Complaint Management is an Essential Part of an [...]

How to measure retail customer experience

Most retailers understand that upstream factors such as customer loyalty, [...]

Ryanair Ignores The Link Between Customer Experience and Employee Experience

Ryanair Ignores the Link Between Customer Experience and Employee Experience [...]

How to make customer experience the cornerstone of a merger

Virgin Money has agreed a £1.7bn takeover by CYBG, which [...]

The future of experience retail in 15 statistics

As retailers increasingly compete on customer experience perhaps the biggest [...]

How too much empathy can reduce customer satisfaction

An apology and empathy that stretches beyond the first few [...]