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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