Author Archives: Matt Sims

Moving Beyond the Customer Experience

Have we moved beyond the term CX to describe Customer Experience? I’m starting to think that 2016 is surely the last year when we can keep on talking credibly about CX without acknowledging how the interaction between brand and customer … Continue reading

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A 20:20 Customer Experience in Financial Services

More than a year ago, the UK head of banking at Santander said that the banking industry is facing a Kodak moment. Steve Pateman was suggesting that banks are facing an existential crisis because of financial technology (fintech). We all … Continue reading

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Hackenomics Is Changing Both Security And The Customer Experience

Last month I wrote about hackathons and how the technology industry has been exploiting these events to spur business innovation fuelled by long evenings of coffee and pizza. Since then, I have been reading more about the positive use of … Continue reading

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Exploring the 2016 UK Customer Satisfaction Index

The UK Institute of Customer Service recently released the January 2016 UK Customer Satisfaction Index. This research is updated twice a year and explores the level and quality of customer service in the UK across various industry sectors, including both … Continue reading

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WEF 2016: The Fourth Industrial Revolution

Later this week the World Economic Forum will meet at Davos in Switzerland for their annual gathering where business leaders and thinkers get together to consider the future – of business and society in general. The theme this year is … Continue reading

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Hacking the Customer Experience

Hackathons have been around for over a decade in the tech industry, possibly longer if different terms are used. Basically, a group of techies get together and spend a period of time focused on fixing a single problem or creating … Continue reading

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Looking Ahead To The Customer Experience in 2016

So we are now just a couple of weeks from the New Year and so much has changed this year. It never fails to surprise me just how quickly customer expectations of service can develop. As each New Year begins … Continue reading

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