Customer Experience
The contact centre is one part of a bigger whole: the customer experience (CX). Discover what factors impact your CX and learn from the brands that do it best!
Inclusive by Design: What Customer Leaders Can Learn from HMRC
November 04 by Simon Hall
Simone Woodrow unpacks how HMRC addresses diverse customer needs through inclusive design, flexible support and customer-led decisions.
The Anatomy of a Customer Care Transformation
November 04 by Simon Hall
Hear how Versuni is approaching customer care transformation, from evolving frontline advisor roles to rethinking BPO partnerships.
Two Years, One Big Shift: Maryam Moshiri on AI and CX
November 04 by Simon Hall
Two years hosting the CCW Europe Summit have given Maryam Moshiri a front-row view of AI's evolution. Hear her reflections on what comes next.
How Lastminute.com is Adapting to AI-Powered Discovery
November 03 by Simon Hall
Lastminute.com's Alessio Cantoro examines the changing dynamics of customer acquisition and how AI is reshaping the relationship between brands and consumers.
Making Customer Centricity an Enterprise Responsibility
November 03 by Simon Hall
Discover how Aegon UK is embedding customer centricity across the business, giving employees the insight and tools to make a difference.
Why CX Excellence Starts with Reliable Infrastructure
November 03 by Simon Hall
Dan Wilson of Nationwide offers insights on how to balance digital innovation, operational reliability, and personal service to improve CX.
How Bunq Uses AI to Handle 97% of Customer Enquiries
November 03 by Simon Hall
What can other industries learn from digital banking? Bunq's Joe Wilson has some answers. Here he shares lessons on AI-powered service and customer trust.
The Power of Putting Customers in the Driving Seat
November 03 by Simon Hall
Nissan AMIEO’s Coralie Musy explores how automotive manufacturers can build customer confidence, identify service gaps, and drive lasting CX improvement.
The Business of Customer Care in Times of Crisis
November 03 by Simon Hall
From cultivating a shared customer vision to providing proactive support, discover how Loveholidays works to protect customer relationships when crises hit.
Applying AI with Purpose and Precision
October 20 by Simon Hall
Five9’s Erwin-Paul Bouma explains how to identify the right customer service tasks for AI automation while preserving the value of human expertise.
Reimagining Service Delivery: A UK Government Perspective
October 20 by Simon Hall
Tristan Thomas of the UK Government shares practical lessons on challenging legacy processes, overcoming organisational barriers, and putting customers first.
When the Customer Voice Reaches the Boardroom
September 09 by Simon Hall
UKHO’s Johanna Marks breaks down how customer intelligence can improve service performance, influence product direction, and strengthen customer-centricity.
