Customer experience challenges in Ireland today
Customer experience challenges in Ireland today I’m writing this article fresh from a visit to Specsavers
Aer Lingus VOC provides the mechanic for investment decisions
Aer Lingus VOC provides the mechanic for investment decisions How often do we in research have to make a case for our work and define its value to the business
W5’s VOC programme for AIB Merchant Services wins prestigious judges choice award
W5’s VOC programme for AIB Merchant Services wins prestigious judges choice award Pictured with the Confirmit Achievement in Customer Excellence (ACE)
AIB and customer experience
AIB and customer experience The relationship people have with their banks is probably one of the most critical ones in their lives
GDPR + Voice of the customer
As those of us who work with data (and these days that’s almost all of us) are well aware, the General Data Protection Regulation (GDPR) will come into effect very soon. Over the last year, there have been seminars, white papers and articles a-plenty attempting to help us navigate the legislation and build the systems …
Customer experience fad or future for Irish businesses
Listening to Aisling Hassel, Head of Global CX at Airbnb at the recent CX event organised by CXPA Ireland was inspirational. Airbnb are true game changers and not just in how they have democratised travel. In our context, they have motivated and enabled employees to deliver a powerful customer-centric strategy based on that most precarious …
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CX Strategy – learning from Siobhan Hennessy at Musgraves
Siobhan Hennessy speaking at CXPA Ireland Siobhan Hennessy, Head of Customer Experience at Musgrave speaking at a recent CXPA event shared the alarming statistic put forward by Bain that eight out of nine global customer experience programmes fail. Working as a consultants in the Irish context we at W5 see significantly better rates of success …
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W5 work for eir awarded global customer experience excellence award
Pictured left to right with the award are Dovile Matelyte (W5), Liz Hickey (eir), Tadhg Murphy (eir) Sarah McChrystal (W5), Brian Martin (eir)
Designing World-Class Customer Experience
Designing World-Class Customer Experience Creating exceptional customer experiences takes time and effort