It was a real pleasure to attend The Institute of Customer Service Annual Conference last week. Thanks to the ICS for hosting such a vibrant, stimulating event. The theme of the Conference – Customer Service 2018: Game changing strategies in an unpredictable environment – was set out by Jo Coulson, CEO in her opening address. [...]
Join us at The Institute of Customer Service Annual Conference 2018 As proud members of The Institute of Customer Service, we are delighted to be sponsoring the ICS Annual Conference on 6th March at The Hilton, Park Lane. We are all facing uncertain times and implementing a coherent customer service strategy will help organisations keep [...]
15 vital customer experience statistics for 2018 Research by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator. We’re just a couple of years away and most brands have already arrived in the future especially when it comes to strategic thinking. The pioneers aside, customer experience is still [...]
Experiences they say are different from services.
Ryanair raises some interesting questions for those of us working in the customer experience space
John Aves Chief Executive cp2 experience invites you to join our Breakfast Round Table Event on the 10th October 2017
Here are the top CX tips we have learned over the last ten years
By investing in a new safety video BA opens itself to criticism from passengers who have seen numerous cuts in service
Are we now seeing a new breed of company that can drive costs down and at the same time deliver sector leading customer satisfaction?
Despite the operational complexity facing an international airline like British Airways, its challenge is essentially a very simple one