We profile two winners from last year’s Employee Experience Awards to see what was special about their initiatives.

Amazon is a ‘Customer-Obsessed’ company that has become one of the largest in the world. What can we learn from them?

Using cloud technology and machine learning, the startup is said to hit a more than $1 billion valuation.

An interview with a customer service expert who is passionate about all aspects of Customer Service. Training provider, Customer Service consultant and public speaker.

Supply chains will become increasingly ‘customer-centric’ as a result of the rise in e-commerce, according to the latest DHL Logistics Trend Radar report.

Are your agents struggling to keep up with the pace? Customers coming at you all over the place, and your customer service team feels overwhelmed and needs to work over time?

Online complaint tool Resolver will return as a partner of the UK Complaint Handling Awards when the gala event is hosted in London in 2019.

One of the vital events in the UK’s customer service calendar has just finished, with winners celebrating success at the 2018 UK Complaint Handling Awards.

The way that customers interact with businesses is far different than it used to be, largely due to rising competition. If people aren’t happy with the way that you speak to them or handle their queries, then they have absolutely no qualms about taking their money elsewhere.

Every business and CEO likes to think that they always put the customer first, but the hard truth is that there is a huge disconnect between what businesses believe they are offering and what customers feel they are actually receiving.

Customer experience is a philosophy and culture that puts the customer first in the belief that the best way to meet organizational objectives is to meet customer objectives.

Businesses use loyalty schemes, free gifts and other perks to reward customers for their loyalty. However, these schemes often clash with the way consumer behaviour has evolved.

In today’s market, customers don’t have to be loyal. They have endless choices and a nonstop stream of information at their fingertips to help them find the latest brand and product information.

New research reveals that a lack of connected planning is resulting in missed opportunities for UK businesses

Just by googling customer experience, thousands of results appear that are a mouse-click away. The problem, however, lies with the fact that too few companies have a serious, well-thought, and honest approach when it comes to CX.

Improving the CX of a company typically relies on listening to customer complaints, creating hotlines, offering surveys, looking at sales results, making calls, pounding the pavement, connecting on social, sitting in a store – the works.