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What are the priorities for organisations to embed customer centricity in decision-making? How are these changing and what challenges need to be tackled?
W5 wins Innovation Award
W5, with Jameson Distillery Bow St., wins Judges' choice Innovation Award
Enter the European Customer Centricity Awards 2021
W5 will be a judge at the European Customer Centricity Awards
W5 launches new website
W5 launches new website highlighting omnichannel customer experience advisory services...
Can you measure the ROI from your CX programme?
Can you measure the ROI from your CX programme? Realising value, and being able to show it, is critical for all Customer Experience programmes. At a recent ...
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...
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 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 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 ...
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: 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’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 ...
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 ...
State of Customer Experience Ireland 2020 - CX Leader Think ...
State of Customer Experience Ireland 2020 - CX Leader Think Tank State of Customer Experience Ireland 2020 CX Leader Think Tank March 5th 2020 Clare Ka...
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
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...
The Future of CX : Clare Kavanagh presents first episode in I...
The Future of CX : Clare Kavanagh presents first episode in IMI 2019 webinar series Across the globe, strategies of customer centricity have been proven time a...
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.
EX and CX detailed National poll results 2018
EX and CX detailed National poll results 2018 Clare Kavanagh (Managing Director, W5) shared the annual look at EX and CX from the point of view of workers at...
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...
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 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
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...
Considering customer centricity in the Irish Workforce
Considering customer centricity in the Irish Workforce Clare Kavanagh (Managing Director, W5) shared the second round of research undertaken by W5 on the a...
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...
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 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...
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 ...
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...
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 ...
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 ...
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...
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...
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...
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 (...
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...
W5 and Gas Networks Ireland share their journey to the GNI
W5 and Gas Networks Ireland share their journey to the GNI multi-award winning Customer Experience programme at AAI toolkit seminar One of the strongest m...
W5 wins global voice of the customer award for second year
W5 wins global voice of the customer award for second year Clare Kavanagh, Managing Director W5 and Liam O Sullivan, Managing Director Gas Networks Irel...