Insight

Halloween is the time for a good scare, but for customers, some of the most frightening experiences have nothing to do with ghosts or monsters. Here are three things that can quickly turn an ordinary customer experience into a nightmare. 1. The vanishing actA customer gets in touch with a question or issue, only to

For CX Day, a moment to celebrate customers and the people who make their experiences better.

3 key steps to ensure your CX programme is ideally positioned to help your business evolve and thrive.

Better outcomes are the result of the capability to change perspective, and that informs more effective decision making

Service brands live or die during the customer experience. Because service brands are based, literally on delivering services, customer experience is the only way that they can be differentiated in the market. When your customer has a distinctive and positive experience it demonstrates that your organisation’s promise is real, not just a claim or a communications tagline. When

AIB and customer experience The relationship people have with their banks is probably one of the most critical ones in their lives

Customer and Employee Experience – A case of chicken and egg? A heartening 78% of businesses in Ireland take action based on customer feedback…

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 How often do we in research have to make a case for our work and define its value to the business

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