BoI Payment Acceptance (BoIPA) and W5 fought off stiff competition in the Voice of Customer (VoC) category to win this year’s 2020 Confirmit ACE VoC award.
Hear the key findings from our recent CXPA Survey exploring the state of Customer Experience Management in Ireland. This 45 minute webinar was broadcast on Wednesday 20th May 2020 at 11:00am, and includes a follow up discussion with senior CX practitioners - Thomas Reby (Head of Product Support for EMEA & LATAM Google)and Lorraine Peters (Head of Customer Experience - Business Transformation with Permanent TSB).
W5 is a member of the Association of Irish Market Research Organisations (AIMRO.ie). This means that we also subscribe to the research code of ESOMAR, MRS, EFAMRO, the Marketing Society and the Marketing Institute. Aimro’s release related to Covid-19 can be read below.
I hope this message finds you well in this difficult time.
The Irish General Election provides a spin on Customer Experience The dust hasn’t totally settled yet on the Irish General Election 2020. But what’s clear is that a fundamental change in the landscape of Irish politics is afoot. A significant proportion of the country’s voters have expressed ‘strong dissatisfaction’ with their current ‘experience’. A substantial number are no longer happy with the status quo. They’ve quite literally voted with their feet and made the switch to an alternative ‘provider’. The combination of ‘Push’ factors (healthcare and housing) and the allure of a ‘new’ disruptor brand promising change (‘Pull’’ factor) has moved many hearts and minds.
I’m writing this article fresh from a visit to Specsavers. I’ve just signed up for monthly home delivery of contact lenses, which will come in a neat package that will definitely fit through my letterbox. (They showed me a sample package).
W5 is a specialist customer experience consultancy - everything we do is about designing and delivering great CX. We know employees are at the heart of this endeavour as without engaged and motivated workers, Irish industry will never succeed in delivering strong customer experiences. Nevertheless, Irish workers views on customer experience are largely unrecorded so in 2018, W5 undertook our third national survey to fill this gap in understanding.
How often do we in research have to make a case for our work and define its value to the business? To the unenlightened, research can be seen as a business cost, and in times of budget cuts it can be an early casualty. At a recent CXPA event, it was encouraging and salutary to learn about the value provided by the Aer Lingus ‘Voice of the Guest’ programme
Pictured with the Confirmit Achievement in Customer Excellence (ACE) award are Dovile Matelyte, W5, Denise Daly and Crona Barrett, AIB Merchant Services and Clare Kavanagh, W5
The relationship people have with their banks is probably one of the most critical ones in their lives. Certainly, it comes in to sharp focus – and crisis point - when things go wrong. As such, it was refreshing, enlightening and encouraging to hear Will Cronin, Director of CX in AIB, share the story of that bank’s evolution towards customer centricity at our recent CXPA Ireland breakfast.