Best Practice

From CX Initiative to CX Transformation – how one company embraced customer centricity

From CX Initiative to CX Transformation – how one company embraced customer centricity

Sometimes, change and customer experience optimisation is about baby steps. Sometimes, small steps can result in bigger leaps, or compounded marginal gains. For some organisations, this is a more realistic and successful approach than the implementation of a big CX transformation programme with a well-constructed business case, where the results may be similar in the end. 

“Pioneering Amazing Experiences” – Customer Experience lessons from first direct’s head, Joe Gordon

“Pioneering Amazing Experiences” – Customer Experience lessons from first direct’s head, Joe Gordon

first direct have recognised that what set them apart for many years – their superior customer service, is not enough to stay ahead. first direct are constantly seeking to improve the basics and at the same time invest in innovation centred on the customer. Customer work, at first direct, is never done.

A tale of two energy companies – how can customer experiences be so different?

A tale of two energy companies – how can customer experiences be so different?

If we were to compare the energy sector to that of aviation, Richard Branson summed it up very well: “Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn’t have customer service. They had might, but they didn’t have customer service, so customer service is everything in the end.” What will the energy sector look like in 10, 20 or 30 years if things don’t change? 

Why do we get a worse customer experience in the UK than the US?

Why do we get a worse customer experience in the UK than the US?

There are many more ‘excellent’ brands in the US in terms of customer experience. Some 58 brands (up from 24) in the US this year are categorized as delivering an ‘excellent’ or outstanding customer experience, according to the KMPG Nunwood calculations. Compare this to just four companies who cross that threshold in the UK. Evidently this means that brands in the UK are lagging by a factor of 15.