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Delve into our library of customer experience insights

Explore our latest customer experience insights and resources, from expert articles and ebooks to reports, webinars and videos. Stay on top of the changing face of CX strategy!

isyourprogrammewellpositioned2023

Industry

Solution

Type

Is your CX programme well positioned for success in 2023?

3 key steps to ensure your CX programme is ideally positioned to help your business evolve and thrive in 2023

doesyourcxstilldeliveryourbrandpromise

Industry

Solution

Type

Does Your Customer Experience Still Deliver to Your Brand Promise?

When your customer has a positive experience it demonstrates that your organisation’s promise is real. When it is poor, then your brand is devalued ...

jointheconversation-1

all

understand, measure, design & action, govern

news

Join the CX conversation in Ireland

What are the priorities for organisations to embed customer centricity in decision-making? How are these changing and what challenges need to be tackled?

CXPA_CXDay_Banner_blog

all

understand, measure, design & action, govern

news

Celebrating CX Day 2021

Tell us why CX is a team sport and join our masterclass series

W5_Grow_Your_Skills_Masterclass_Series

all

understand, measure, design & action, engage, govern

news, webinars

Customer Experience Masterclass Series 2021

W5 is presenting three CX Masterclasses

ACE-Award-W5-Jameson-Innovation-2021

hospitality, wine & spirits

understand, measure

news

W5 wins Innovation Award

W5, with Jameson Distillery Bow St., wins Judges' choice Innovation Award

Mosaic

all

lead, engage

news

Four steps to engaged teams and happy customers. Celebrating CX Day 2020

Four steps to engaged teams and happy customers. Celebrating CX Day 2020. Photo credit: Guilia May unsplash.com Over the last months of change, disruption...

Making-the-case-for-investment

all

measure

resources

How to start making the case for investment in customer experience [White paper]

How to start making the case for investment in customer experience [White paper] Making the case for investing in and improving CX has never been more ...

Customer-experience-employee-experience-Chicken-egg

all

engage, lead

news

Customer and Employee Experience – A case of chicken and egg?

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

Irish-organisations-lag-behind

all

envision & strategise, lead, understand, design & action, measure, engage, govern

news

Irish organisations lag behind their international business counterparts on the CX maturity curve

Irish organisations lag behind their international business counterparts on the CX maturity curve Customer Experience (CX) maturity models ...

BOI-payment-award-article-1a

all, financial services

measure, understand

news

W5 wins 2020 ACE ‘Achievement in Customer Excellence’ Award, for its VoC programme for BoI Payment Acceptance

W5 wins 2020 ACE ‘Achievement in Customer Excellence’ Award, for its VoC programme for BoI Payment Acceptance BoI Payment Acceptance (BoIPA) ...

CX-on-the-Cusp-post-event

all

envision & strategise, lead, understand, design & action, measure, engage, govern

news, webinars, resources

CX on the cusp: The state of customer experience management in Ireland

CX on the cusp: The state of customer experience management in Ireland Hear the key findings from our recent CXPA Survey exploring the state of ...

AIMRO-Covid-19-update

all

measure, understand

news

AIMRO’s Covid-19 update

AIMRO’s Covid-19 update W5 is a member of the Association of Irish Market Research Organisations (AIMRO.ie). This means that we also subscribe to the ...

Covid-19-article-1a

all

envision & strategise, lead, understand, design & action, measure, engage, govern

news

Supporting you during the Covid-19 pandemic

Supporting you during the Covid-19 pandemic I hope this message finds you well in this difficult time. We want to keep you up-to-date with the implementation ...

The-Irish-General-Election-1a

all

envision & strategise, lead, understand, design & action, measure, engage, govern

news

The Irish General Election provides a spin on Customer Experi...

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 ...

Customer-experience-challenges-in-Ireland-today

all

governenvision & strategise, lead, understand, design & action, measure, engage, govern

news

Customer experience challenges in Ireland today

Customer experience challenges in Ireland today I’m writing this article fresh from a visit to Specsavers. I’ve just signed up for monthly home delivery of conta...

Employee-Engagement-competencies-

all

engage, lead, govern, envision & strategise

news

EX and CX - how we are doing in Ireland?

EX and CX - how we are doing in Ireland? W5 is a specialist customer experience consultancy - everything we do is about designing and delivering great CX.

AerLingus-Voice-of-Customer

all, airlines, aviation

measure, envision & strategise, govern

news

Aer Lingus VOC provides the mechanic for investment decisi...

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 busin...

AIB-Merchant-Services-ACE-Award-2018

all, financial services

measure, understand

news

W5’s VOC programme for AIB Merchant Services wins prestigi...

W5’s VOC programme for AIB Merchant Services wins prestigious judges choice award Pictured with the Confirmit Achievement in Customer Excellence (ACE) ...

AIB-article-May18-2a

banking, all

envision & strategise, lead, understand, design & action, measure, engage, govern

news

AIB and customer experience

AIB and customer experience The relationship people have with their banks is probably one of the most critical ones in their lives. Certainly, it comes in to shar...

GDPR-Voice-of-the-customer

all

envision & strategise, lead, understand, design & action, measure, engage, govern

news, resources

GDPR + Voice of the customer

GDPR + Voice of the customer 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...

CX-Fad-Future

all

envision & strategise, lead, understand, design & action, measure, engage, govern

news

Customer experience fad or future for Irish businesses

Customer experience fad or future for Irish businesses Listening to Aisling Hassel, Head of Global CX at Airbnb at the recent CX event organised by CXPA Irela...

Siobhan-Hennessy-speaking-at-CXPA-Ireland

all

envision & strategise, lead

resources, news

CX Strategy – learning from Siobhan Hennessy at Musgraves

CX Strategy – learning from Siobhan Hennessy at Musgraves Siobhan Hennessy speaking at CXPA Ireland Siobhan Hennessy, Head of Customer Experience at ...

W5-eir-confirmit-award-2017

all, telecommunications

envision & strategise, lead, understand, design & action, measure, engage, govern

news

W5 work for eir awarded global customer experience excellen...

W5 work for eir awarded global customer experience excellence award Pictured left to right with the award are Dovile Matelyte (W5), Liz Hickey (eir), Tadhg Murp...

World-ClassCE

all

design & action

news, resources

Designing World-Class Customer Experience

Designing World-Class Customer Experience Creating exceptional customer experiences takes time and effort. But research and experience tells us that if you ...

CX-Speed-dial

all

envision & strategise, lead, understand, design & action, measure, engage, govern

news

How to be small but mighty in delivering on customer experie...

How to be small but mighty in delivering on customer experience Recognise this scenario? You’re part of a small customer experience team charged with movi...

January-2017-article-image

all

envision & strategise, lead, understand, design & action, measure, engage, govern

news

New Year resolutions for Customer experience

New Year resolutions for Customer experience Back at our desks after the Christmas break many of us will be reviewing what we achieved in 2016 and setting ...

Marketing-Awards-2016

all

measure, understand

news

W5 wins gold for excellence in CX research

W5 wins gold for excellence in CX research W5 were named as winners of the Marketing Society, Excellence in Customer Experience Research Award on Friday ...

Customer-centric-banner2

all

envision & strategise, lead, understand, design & action, measure, engage, govern

news, resources

How customer centric is the Irish workforce?

How customer centric is the Irish workforce? It’s all about customer experience these days. Companies large and small are proudly announcing that they are put...

Employee-Engagement2

all

engage, lead

news

The business reasons why employees matter

The business reasons why employees matter We all perform better with a good team around us. Any CEO with an ounce of sense will mention his/her team as t...

Brand-Promise-Customer-Experience

all

envision & strategise

news

Does your customer experience deliver on your brand promise?

Does your customer experience deliver on your brand promise? June is always exam time. So, if we were to test the performance of customer experience in Ire...

AIM-awards

all

envision & strategise, lead, understand, design & action, measure, engage, govern

news

Two W5 clients are shortlisted for All Ireland Marketing (AIM) ...

Two W5 clients are shortlisted for All Ireland Marketing (AIM) awards in Customer Experience category Two W5 clients are shortlisted for All Ireland Marketing (...

Intelligent-VoC

all

measure, understand

news, resources

Why you need an intelligent Voice of the Customer Programme

Why you need an intelligent Voice of the Customer Programme “If I had known being nicer to our customers was going to work so well I would have done it yea...

CW5-GNI-Confirmit-award

all, utilities

measure, understand

news

W5 wins global voice of the customer award for second year

W5 wins global voice of the customer award for second year Clare Kavanagh, W5 and Liam O Sullivan, Managing Director Gas Networks Irel...

Start the conversation

Get in touch with the W5 team about customer experience management or chat with us online.