We’re celebrating the 15th anniversary of the ACE Awards this year. A lot has changed in the world of CX since the ACE Awards first launched in 2005. Not least, its name! It was all about customer feedback then. On this journey, we’ve been lucky enough to celebrate our clients’ accomplishments, and the advancements […]
The 2020 Confirmit ACE Awards are back, bigger and better!| Confirmit Read More »
Kingfisher plc is a home improvement company with over 1,300 stores in 10 countries across Europe, Russia and Turkey supported by a team of 77,300 colleagues. They operate under four retail brands – B&Q, Castorama, Brico Dépôt and Screwfix. They offer DIY and home improvement products and services to nearly
Confirmit CX Expert Series: Andy Dingwall – Kingfisher Read More »
Customer experience is at a crossroads. For years it has been hailed as the silver bullet. The approach that will overcome product and price homogeneity and create meaningful differentiation that drives loyalty. And, in theory, that’s all still the case. Download The challenge is that the reality
Everyone is sick of surveys – and for good reason. It’s hard to buy so much as a cup of coffee without receiving a survey about it, and customers just don’t believe you’re really listening. Be honest, are your surveys really driving change? Exactly. CX teams need to step away from the survey and
Your Customer Experience Journey – A Survival Guide Read More »
Someone once said, ‘don’t mistake your own enthusiasm for someone else caring’. I can’t remember who said it. I could use Google to find out. It may even have been me during one of my more catty moments. Either way, it seems applicable to some of what follows. I’ve recently attended several
Employee Experience (EX) is the new kid on the block, and organizations, both consultancies and enterprises, are trying to get to grips with it. What does it actually mean? How to define it? Josh Bersin gave his perspective by saying: “All the programs we’ve invested in over the years (employee engagement, diversity and inclusion, leadership
This research, based on one of the most comprehensive global surveys of over 800 CX practitioners, shows a huge opportunity for CX teams to evolve, grow and drive business change. DOWNLOAD The gulf between those programs that are delivering on the promise of business success and those
Something for something. Customer relationships very much are premised on a quid pro quo between a company and its customers. That is, the customer/company relationship is an exchange of values, something for something. Customers want companies to deliver great products, services and experiences at a given price point. In turn,
Every organization wants happy customers! According to Forrester Research1 experience-driven businesses grew revenue 1.4 times faster year-on-year. Happier customers ultimately mean more revenue. We often find companies pay particular attention to individual touchpoints and transactions, and as a result are less informed of their customers’ end-to-end experience. Companies with this siloed vision miss crucial interactions
There are a lot of pieces to the puzzle of delivering a world-class customer experience. The good news is that there are tried and true methods of working on this puzzle. Just as with any puzzle, there is a path to success – and a little guidance can be invaluable. Before I
