The W5 blog: Customer experience news & trends

Keep up to date with the latest customer experience news, articles and company updates on the W5 blog. Browse our recent content…

CXPA_CXDay_Banner_blog

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understand, measure, design & action, govern

Celebrating CX Day 2021

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

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understand, measure, design & action, engage, govern

Customer Experience Masterclass Series 2021

W5 is presenting three CX Masterclasses

ACE-Award-W5-Jameson-Innovation-2021

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understand, measure

W5 wins Innovation Award

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

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Enter the European Customer Centricity Awards 2021

W5 will be a judge at the European Customer Centricity Awards

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

W5 launches new website

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

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measure

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

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...

Customer-experience-employee-experience-Chicken-egg

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engage, lead

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…at least some of the time (State of customer experience management survey).

Irish-organisations-lag-behind

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

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

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 ...

BOI-payment-award-article-1a

all, financial services

measure, understand

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) and W5 f...

CX-on-the-Cusp-post-event

all, financial services

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

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

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 res...

Covid-19-article-1a

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

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

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

The Irish General Election provides a spin on Customer Experience

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

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

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

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

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

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Aer Lingus VOC provides the mechanic for investment decisions

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

W5’s VOC programme for AIB Merchant Services wins prestigious judges choice award

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

all, banking

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

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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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

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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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...

W5-eir-confirmit-award-2017

all, telecommunications

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

W5 work for eir awarded global customer experience excellence award

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

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 ...

January-2017-article-image

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

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

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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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

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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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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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

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

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W5 and Gas Networks Ireland share their journey to the GNI multi-award winning Customer Experience programme at AAI toolkit seminar

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

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measure, understand

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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