Awards Blog

Awards Blog

Case Study: ‘Three’ and their Three Step Initiative leading to better CX

by Igor Nikolic from on 4th April 2017.

The communication giant – ‘Three’ is known for challenging the mobile industry in order to make it better for everyone. Providing customers with a quality mobile experience while addressing the industry issues that frustrate them, Three is known for their innovative offers and unique services. Recently they’ve been working on improving the complaint handling and […]

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Case Study: How Customers Became the Heart of ‘Homes in Sedgemoor’

by Igor Nikolic from on 29th March 2017.

The UK Complaint Handling Awards recognise some of the best talent in the field of customer centricity, and becoming the overall winner at UKCHA is truly a noble feat. In 2017, the organisation standing at the podium for this award was Homes in Sedgemoor, for their outstanding work in bettering their customer facing areas and […]

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What I Learned from Complaint Handling Awards ‘17

by Basia Szumska-Hare from on 28th March 2017.

I was honoured to be a judge at the UK Complaint Handling Awards, and grateful that my employer Capita allows me the time to develop these extra-curricular activities outside of my role. As I am desperately passionate about customer experience, I was excited to see what the day ahead of me would be: a day […]

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How Homes in Sedgemoor Handled the Complaint Monster

by CXM Editorial Team from on 15th March 2017.

Nobody likes critique. It’s discouraging! Words like ‘fail’ and ‘disappointment’ instantly start popping into our head and that heart-sinking feeling surely isn’t anything to look forward to. However, taking a different approach to this seemingly worrisome situation almost always means turning a disadvantage into an advantage. This story is proof of it. Faced with declining […]

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Five Social Customer Service Trends You Need to Know about

by Sentiment from on 8th December 2016.

We recently lined up 18 statistics which took the social customer care temperature as we stepped into the second half of the year. To give you a better understanding of some of the key developments underpinning these numbers, we’ve taken a deeper dive into five trends which we see as the influential shapeshifters, priorities and […]

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Taking Flight: Delivering Proactive Customer Service on Social Media

by arvato UK from on 8th December 2016.

-REPOSTED FROM CXM MAGAZINE- Adopting a proactive approach is key to meeting increasing consumer expectations when it comes to customer service. Debbie Nolan, Business Development Director, CRM and Public Sector, at arvato UK and Ireland, looks at the success of Schiphol airport’s social media strategy and draws out some key lessons for UK businesses. Social […]

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Nurturing Your CRM Program: Growing from Infancy to Adulthood

by Matt Keenan from on 8th December 2016.

Imagine what would have happened if we had all been treated like adults from birth. No assistance or guidance – just expectations that are challenging to meet. We wouldn’t have gotten very far, and others may have been disappointed by our lack of progress. The technology and processes we use day to day, such as […]

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Hearing Your Customers Loud and Clear

by Guy Marson from on 8th December 2016.

Guy Marson, co-Founder of data science and intelligence marketing company Profusion, discusses how understanding the voice of the customer can benefit businesses The sheer volume of Voice of the Customer (VoC) products available today is explained by the importance businesses now place on being able to understand what their customers say and feel. However, these […]

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How We Improved Our Customer Experience through Olympic Sports Psychology

by James Johnson from on 8th December 2016.

I recently judged the Best Place to Work category at the UK Business Awards. And it reinforced something for me: Companies are realising the link between employee satisfaction and customer satisfaction. 3-5 years ago, businesses were saying “customers first”. But “people first” is becoming less contentious and more mainstream. To be a customer-centric organisation, you […]

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5 Amazing Customer Service Lessons from Father Christmas

by Lucie Greenwood from on 5th December 2016.

Christmas is fast approaching, and it’s one of the busiest times for different sectors all across the world. Even when you’re rushed off your feet, you can’t afford for your customer service to take a back seat. As a business, the customer is your main reason for existing, and you shouldn’t be afraid to pull […]

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