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

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

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 ...

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

W5 is presenting three CX Masterclasses

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

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...

Customer and Employee Experience – A case of chicken and egg? A heartening 78% of businesses in Ireland take action based on customer feedback…at least some of the time (State of customer experience management survey).

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

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

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 ...

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 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 I’m writing this article fresh from a visit to Specsavers. I’ve just signed up for monthly home delivery of conta...

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 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 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 prestigious judges choice award Pictured with the Confirmit Achievement in Customer Excellence (ACE) ...

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 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 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 Listening to Aisling Hassel, Head of Global CX at Airbnb at the recent CX event organised by CXPA Irela...

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

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 were named as winners of the Marketing Society, Excellence in Customer Experience Research Award on Friday ...

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

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