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Ireland customer experience report 2015

How the human touch is transforming Irish customer experience.

harnessing the power of the many – usa customer experience excellence report 2016 by kpmg nunwood

The KPMG Nunwood USA 2016 Customer Experience Report results are out and the USA still leads the way in global customer experience best practice.

Key trends in Multi-Channel CX by NICE & BCG

Key findings from the NICE and BCG sponsored a survey to identify the key trends in Multi-Channel customer experience.

Customer Experience Trends in Nordic Financial Services by CXNetworks

This Report explores some of the key concerns and questions originating from financial operators within the Nordic region, from where they intend to invest to the level of support they expect for the next two years, be it from senior leaders or external vendors.

Changing face of Customer Loyalty in Retail by CXNetworks

This Report looks at some of the most disruptive changes that have impacted retail and it shares advice from industry leaders including Hallmark, Waitrose and Forrester.

Utilities CEM brands learn from FS industry

Integrity is the platform on which great customer experiences are built. It has taken some time but financial services firms are gradually restoring their reputation however the KPMG Nunwood 2014 UK CEE shows the Integrity score for utilities continues to deteriorate.

US CEEC Top 20 – Disney

Disney Parks – Employees create a magical experience at Disney Parks Disney Parks creates a seamless, ‘magical’ experience for all its guests, built around storytelling and immersive experiences, thanks to the vision set by the founder, Walt Disney, at the opening of the first Disney Park some sixty years ago – to be “the happiest place on earth”.

The importance of VoC programmes

“Any approach to listening to the customer voice is better than not listening to it.”

In today’s times, where Voice of the Customer (VoC) has become the latest big thing in the business world, this statement is almost universally agreeable. Should it be though? Is it really true that any input from your customers into the running of your business is
better than none?

CJM in the financial services sector

Customer journey mapping helps brands to ‘walk a mile’ in the shoes of their customers. The process affords companies a visual representation of the ‘journey’ a person makes as they travel between various touchpoints, be it over the phone, in person, using online chat or via email. The result is a detailed insight into the moments that are most likely to lead to success or failure from the customer’s perspective, and journey mapping has recently been used to positive effect in the financial services sector.

CX Battle of the brands – Butlins vs Center Parcs

It is immediately clear from the Customer Experience Excellence rankings that Butlins is the stronger competitor, sitting comfortably in an impressive 14th place, with Center Parcs significantly lower down in 101st.

CX Battle of the brands – Giffgaff vs Tesco Mobile

Giffgaff and Tesco Mobile are closely matched in the battle for telecoms customer experience management supremacy. Giffgaff’s consistent performance has afforded the brand an excellent 33rd place in last year’s UK CEE rankings, with an impressive CEE score of 7.70. Tesco Mobile, meanwhile, has recorded similarly strong results, scoring 7.69 and finishing in 36th place out of all the measured UK brands.

2014 UK Report Final Digital

Announcing KPMG Nunwood – the combination of the UK’s leading customers experience agency with KPMG, one of the world’s largest and most trusted consulting firms.

2015 US Report Final Digital

Announcing KPMG Nunwood – the combination of the UK’s leading customers experience agency with KPMG, one of the world’s largest and most trusted consulting firms.

A look into Saga’s emphasis on improving the customer experience

Saga’s customer experience transformation is truly staggering. In 2013, it was sitting at 223rd place in the UK CEE rankings, with a CEE metric of 6.76. However, in 2014, the brand skyrocketed to 28th place, with a much-improved customer experience excellence score of 7.73. This mammoth leap is due, in no small part, to the brand’s renewed focus on its customers’ needs and emotions.

Learning from the 2015 US CEE leaders

Customer experience management is a more mature business discipline in the US. As the 2015 US CEE analysis shows, the strongest brands are typically managed by CEOs who have adopted the role of customer pioneers; they have an intrinsic understanding of what is right for the customer, and this focused thinking brings unity to a company’s disparate departments.

Why CEM holds the key to on-the-ground action

Watching your work directly impact on a company – seeing genuine changes as a result of the insight you and your team have provided – remains the most rewarding aspect of what we, as insight specialists, do.

Where and how to win with data

Creating a framework for joined-up customer decision making.

As organisations become more sophisticated in managing their customer experiences, they are faced with a new analytical challenge. They no longer only need to select the ‘right’ analytical techniques for their customer data, but are increasingly challenged to create a framework to guide global decision making across all insights.

How customer experience measurement could prove an imperative tool for the grocery retail sector

Collecting customer feedback is an important part of improving the overall experience. Indeed, there are a number of technology companies who already offer this service to brands, and it gives organisations an indication as to how well they are performing, and what their customer experience weaknesses are. However, this only goes so far. More effective means of customer experience measurement are essential if brands are to
compete for customer loyalty.

Speed and Scale Unlocking Digital Value in Customer Journeys

Even as organizations assemble digital building blocks for the long term, they also need short-term, pragmatic moves that meet customer expectations and protect core businesses today.

Customer Behaviour and Loyalty in Retail Banking Bain & Company 2015

Mobile first A global race is on to “mobilize” banking. Banks around the world have been working furiously to improve their mobile applications and optimize their websites for customers’ smartphones and tablets. Yet the race has just begun. Leading banks are still learning how to take a mobile-fi rst approach to reimagine customer experiences in everything from buying a home to resolving an incident of fraud.

Employee Advocacy Insights by Bain & Company 2015

Imagine heading into your local Target store, as I did recently. It’s a busy Saturday morning and you’re ready for the crowds. You select what you need and then stand in line at the checkout. But when it’s your turn, you get a surprise. The checkout clerk is a young woman who greets you with a smile, looks you in the eye and seems completely delighted to be serving you. She chats, she laughs, she makes sure you got everything you wanted— and yet she somehow moves you through the line with the utmost efficiency. You go out into the parking lot feeling good about your experience. You’ll be glad to come back to that store the next time you’re out shopping.

Digital Transformation In the Age of the Customer by Forrester – Accenture 2015

The past five years have marked the beginning of the “Age of the Customer,” in which technology and economic forces have put customers in control of their interactions with businesses. These businesses, hoping to understand and serve customers in a global and digital economy, are almost universally undergoing digital transformation, which involves realigning and investing in new technology and business models with a specific focus on the customer experience.

Finance CX in Financial Services USA 2015

Like other industries today, financial services companies are challenged to move to a customer-centric business model. With customer-centricity comes greater loyalty, more effective cross-selling, better products and services, lower attrition rates and, most importantly, increased sales and profit. As a recent McKinsey & Company report put it, “Banks realize that they can no longer afford to develop products and services without paying close attention to customer needs… The future belongs to banks that give the customer center stage in their business model.”

Insurance Multichannel Customer Experience Study by Eptica 2015

The insurance market in the UK is changing rapidly, moving to a digital-led, multichannel world. Price comparison sites drive lower margins and enable greater customer choice while consumers continually demand more, for less. Previously loyal policyholders now shop around as a matter of course, and are demanding a better experience across an expanding range of channels if they are to renew with an insurer.

Media Generation #hashtag ascendant by Bain & Company 2015

Media consumers who prefer native digital content now make up nearly half the audience for entertainment in developed markets and more than a third of the audience for publishing and online services. In developing markets, those percentages are slightly lower, but trending in the same direction. These consumers who, regardless of age, favor content and services that have been designed and distributed exclusively through digital (and especially mobile) channels, are transforming not only entertainment but also publishing and services.

Retail USA by Foresee Experience Index 2015

Creating a framework for joined-up customer decision making.

As organisations become more sophisticated in managing their customer experiences, they are faced with a new analytical challenge. They no longer only need to select the ‘right’ analytical techniques for their customer data, but are increasingly challenged to create a framework to guide global decision making across all insights.

Retail Point of Commerce Bringing Seamless Retail by Forrester_Accenture 2015

Globally, business-to-consumer eCommerce sales are expected to reach a record $1.47 trillion in 2014.1 With the explosion of mobility, consumers are self-empowered. In the U.S. alone mobile eCommerce sales have soared by over 1,000% to $43 billion in the past four years 2 and there is no sign the trend is slowing.

Telecommunications A global customer experience by KPMG 2013

In the constantly changing mobile telecommunications landscape the market is becoming increasingly saturated with a bewildering variety of products and services, as network operators and mobile virtual network operators (MVNOs) compete for market share and look for new growth opportunities.

Toward a future of digital payments by Accenture 2015

Customer experience management is a more mature business discipline in the US. As the 2015 US CEE analysis shows, the strongest brands are typically managed by CEOs who have adopted the role of customer pioneers; they have an intrinsic understanding of what is right for the customer, and this focused thinking brings unity to a company’s disparate departments.

Unlocking Digital Value in Customer Journeys by McKinsey 2015

Even as organizations assemble digital building blocks for the long term, they also need short-term, pragmatic moves that meet customer expectations and protect core businesses today.

Digitization is a profound transformation.1 When a global bank reinvented its onboarding process for commercial clients, the results included dramatically reduced costs, a marketbeating customer experience—and an exhausted organization wondering how ambitious it should be.