How inclusive is your website design?

Inclusive Design is a key frontier in web design and may have a significant impact on the number of customers you reach

Five ways great employee experience leads to better CX

Happy and engaged employees create better experiences, which leads to a more satisfied and loyal customer base

What will the “new normal” look like for retail?

Adjusting in-store and online shopping experiences to address new realities

Using psychological principles in the customer journey

How minimising bad experiences, giving customers choice and a sense of control, and sticking to habits can help improve customer experience

How AR has evolved to play an important role in CX?

Augmented reality is starting to fill in genuine gaps in the customer experience, easing pain points and simplifying customer journeys

Brand values: considerations for your organisation

Values should be at the core of any brand strategy and can define and shape the brand’s relationship with its customers

Hyper-localisation: a retail reality that is here to stay

Overcoming the barrier of meeting local markets needs

KAE’s 2020 Predictions: Customer Experience

How will customer experience evolve in the year ahead?

The future of invisible payments

As payments continue to vanish as a physical process, what can financial service providers learn from other innovative businesses?

Digital-only brands & customer experience: pop-up stores

Pop-up stores are allowing digital-only brands to engage with customers

CX Lesson 4: Cart abandonment shouldn’t be used as a KPI

Cart abandonment is not the most effective method of measuring customer satisfaction in isolation; it must be cross-referenced with other channels

The importance of personalised travel

Through better data mining, travel providers can deliver more personalised experiences and increase customer loyalty

Lesson 3: Customer expectations rise with competitor offerings

A KAE customer experience masterclass

Travel experiences: Rethinking the customer journey

Examining how travel experiences fit into the broader customer travel journey and ways in which online sellers of experiences can approach their customers

Vantage: OakNorth

We spoke to Valentina Kristensen, Director of Growth and Communications at one of the most valuble FinTechs in Europe, OakNorth

Chatbots – The future of CX? Part II

Chatbot shortcomings and solutions

Lesson 2: You don’t always need to wow your customers to drive brand advocacy

Lesson 1: Don’t use NPS as a single metric

A KAE customer experience masterclass

Using topic modelling to find meaning in text-based data

KAE presents its proprietary text analytics capabilities and explains how the text-based data available online can be used to guide business decisions

The importance of storytelling in Customer Experience

“Once upon a time…”

Vantage: Elevator Lab

Tatra banka's innovation hub, Elevator Lab allows FinTechs to maximize their potential

Creating a successful consumer rewards proposition

Three successful strategies emerging in the world of consumer rewards

Vantage: Monzo

We interviewed Monzo's Simon Balmain...

Successful brands are keeping promises

Can kept promises help your business to enhance sales and customer loyalty?

Nudging customers towards better decisions

Using insights from behavioural economics to improve customer experience

Chatbots – The future of CX? Part I

Chatbots have surged in popularity, but will they stand the test of time?

Customer Experience Predictions 2019

What does 2019 have in store? Hover over our predictions to see more!

Emotional Engagement in the Customer Journey

The highs and lows of emotional engagement...

Making the best of a (potentially) bad CX situation

Clarity, transparency and the voice of the customer...

A very merry customer experience

Behind the scenes, retailers have been working tirelessly in a bid to win big this Christmas

Vantage: Solna

Solna is on a mission to empower a generation of entrepreneurs to turn their passions into profit

Engaging employees to create magical customer experiences

The role of employees in customer experience and the impact of employee engagement programmes

Does emotional intelligence make you stronger?

How an empathic yet negative reply from an online grocery farm made me think of Emotional Intelligence and has increased my perception of a company’s brand

The observer problem and customer experience

Will an increasing reliance on measurement call time on NPS?

Voice of the Customer in Retail Banking

In November 2018, the FCA introduced new requirements for banks...

CXC EU 2018

A roundup of the key takeaways from CXC EU 2018

Vantage: TicketCo

TicketCo is striving to create a new global standard for all event payments

The Evolution of Customer Experience in B2B Payments

KAE has identified four evolving trends in customer experience for B2B payments


The payment provider who are staying ahead of the curve...

VANTAGE: MKB Fintechlab

We hear from János Pereczes, Managing Director of Hungary's first bank-backed financial innovation lab

FinTech vs. the High Street: Mind the (CX) Gap

Online review analysis reveals a startling difference between user feedback for traditional vs. Fintech FS companies

CXFS – Customer Experience For Financial Services

Four themes top-of-mind for America’s leading customer experience professionals


Hellas Direct are making waves in the insurance sector - here's how they have revolutionised the industry with their cutting edge technology...

CX For Financial Services Conference 2018

Key findings from our most recent research on the painpoints in the banking industry

Understanding What Makes Your Customers Tick – Part III

Forecasting the RoI of optimised change programmes

Vantage: Starling Bank

Starling Bank, the challenger bank recently named as the Best British Bank of 2018, has CX firmly on its mind

Vantage: Crassula

Providing payment innovation to Eastern European businesses

Mobile’s mission to conquer in-store payments

From cash to card to mobile? We take a look at some of the most prominent mobile payment solutions across the globe

Understanding What Makes Your Customers Tick: Part II

Moving from touch point satisfaction to painpoint satisfaction

Understanding What Makes Your Customers Tick

KAE’s first in a new blog series explores how machine learning can add even more value to the measurement of experience.

The role of bill payment in restaurant CX

How do new payment solutions ease friction & improve customer satisfaction?

Framing CX as distinct growth opportunities

To achieve an organisation’s maximum potential, customer experience should be viewed through both sustaining and transformational perspectives

The Importance of CX in Business Travel

Top trends and takeaways from this year’s Business Travel Show

Taking The Lead With CX in 2018

12 key lessons from events last year to drive CX change in 2018 and beyond

Black Friday: Stick, Twist or Double Down for Retailers

The hype is inescapable, but can retailers ‘beat the house’ and improve customer experience in the process?

Customer Experience in Airlines

With ratings falling, do traditional and low-cost carriers need to refocus their investment in CX?

CX in Supermarkets & The Hunger for Technology

Is technology translating to a superior customer experience?

IoT and the Insurance Industry

Are customers ready to deepen their relationship with insurers?

The NHS Patient Experience

The latest infographic by KAE on patient experience, painpoints and pathways to improvement...

Getting to know your customers before they do

How private healthcare companies can adopt best practice to meet the expectations their new customers don't know they have yet

Customer Experience in the B2B space

Reflecting on B2C practices can help strengthen customer experience strategies in B2B

Behaviour, Perceptions and Differences

Utilising behavioural psychology is essential for organisations who want to improve their customers’ experiences.

Investing in Customer Experience

Investment in CX is still too low, despite a chance for material growth in margin

Labour’s plans to stop the clock in support of branch-led banking

What is the potential impact upon customer satisfaction and the future of branch-led banking?

Transparency, Expectations, Strategy

As we move further into the internet age, companies need to adapt to higher expectations of information transparency

To contact the Customer Experience Team, please email

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