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.
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.
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.
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 and processes that ensure our compliance and ability to demonstrate it. However, for most people GDPR remains a daunting prospect. Expletives may apply.
“If I had known being nicer to our customers was going to work so well I would have done it years ago.” Michael O Leary, Ryanair
Clare Kavanagh (W5) and Liam O Sullivan (Gas Networks Ireland) with their Achievement in Customer Excellence awards