Here’s what makes or breaks satisfaction for the modern-day customer

The UK Customer Satisfaction index (UKCSI) The UKCSI is a report conducted by The Institute of Customer Service twice a year. The report is based on a survey of around 10,000 U.K customers who provide a customer satisfaction score to different companies across 13 industries. The scores are based on various metrics such as employee …

Spotlight Interview With Geoff Greenwood Performance Specialist: The Pursuit of Excellence

Performance Specialist  The Experience Blog is committed to bringing you quality interviews from a range of industries covering off different aspects of customer experience. For this post, I interviewed Geoff Greenwood FCCA MBA Msc who is a performance specialist with a long career working at Neuro-Performance. During this spotlight interview we cover off: How Neuro-Performance …

Spotlight Interview With Pascal Haider CEO of RIX Rewards: Creating Magic Brand Moments

Magic Brand Moments  An important part of The Experience Blog is highlighting the great work and thoughts of senior CX professionals, Founders, Managers and CEO’s. I’m so excited to share this post with you as it’s the first of many Spotlight Interviews coming up! Pascal Haider is the CEO of RIX Rewards. Experienced manager, passionate …

What Is Customer Experience Management?

I recently searched the internet to find a simple definition of customer experience management and failed miserably. I found helpful definitions, but they seemed a little over complicated. Here is my attempt at defining the term: The processes, software and strategies adopted by an organisation to accomplish excellent customer experiences.  There are several elements that …

Key Lessons From Ralph Lauren’s Digital Customer Experience Shift

Ralph Lauren Leads a Digital CX Transformation  An article was recently published reporting on Ralph Lauren’s digital transformation. The company has focused on elevating customer experience (CX) by improving it’s online presence and leaning into innovation.  As a result, Ralph Lauren reported a 52% acceleration in digital sales, increased customer acquisition and have ranked number 5 on Gartner’s top …

How To Create Inclusive Team Meetings For Traditional And Hybrid Work Environments

It’s All About Culture  Before transitioning into entrepreneurship, I worked at two major corporate companies. I remember plucking up lots of courage to share any ideas in meetings. On many occasions, I simply wouldn’t share anything because of fear, anxiety and a lack of confidence.  Here’s the thing, the best ideas come from both senior …