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!

CXPA_CXDay_Banner_blog

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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

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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

Russell-Gillespie-ECCA-Judge-Card-1

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

news

Enter the European Customer Centricity Awards 2021

W5 will be a judge at the European Customer Centricity Awards

Home-Page-Hero

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

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W5 launches new website

W5 launches new website highlighting omnichannel customer experience advisory services...

Engaging-C-Suite-Measuring-the-RoI-from-CX-1a

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measure

news, webinars

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 ...

Mosaic

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lead, engage

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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

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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

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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

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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

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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

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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

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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 ...

State-of-Customer-Experience-Ireland-2020-CX-Leader-Think-Tank

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

news, resources, webinars

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-1a

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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

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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...

The-future-of-customer-experience-CXPA-W5

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

webinars, news

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...

Employee-Engagement-competencies-

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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.

EX-and-CX2

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engage, lead, govern, envision & strategise, measure

news

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...

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

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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...

Nov-article-illustration

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

news, webinars

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...

CX-Fad-Future

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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

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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

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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

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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

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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

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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

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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

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engage, lead

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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

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envision & strategise

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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

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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

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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...

AAI-presentation

all, utilities

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

news

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...

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, Managing Director W5 and Liam O Sullivan, Managing Director Gas Networks Irel...

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