Log in or register
Share on LinkedInShare on LinkedIn

VIDEO · 16 DECEMBER 2016

CX Marks The Spot: Rethinking The Customer Experience To Win (Video Content)

Deloitte
Explore more from Deloitte

Consumers now expect a bespoke, fluid experience when shopping. This experience is defining successful business models, but how can businesses predict what consumers want?

United KingdomConsumer Protection
Richard Small
Richard Small
Ben Perkins
Ben Perkins
Author LinkedIn connections

Consumers now expect a bespoke, fluid experience when shopping. This experience is defining successful business models, but how can businesses predict what consumers want?

How can businesses differentiate through customer experience (CX)?

There are a number of practical steps a company can take when seeking to optimise its customer experience.

1. Diagnose the 'as-is'

2. Set a realistic 'to-be' goal of where it wants to be

3.  Set out clear and actionable next steps to implement its vision

Having set a clear goal for the customer experience, companies need to prioritise what is required which includes:

1. Correct

2. Optimise

3. Disrupt

Download - CX Marks The Spot: Rethinking The Customer Experience To Win

We operate a free-to-view policy, asking only that you register in order to read all of our content. Please login or register to view the rest of this article.

Register for freeORLog in

View source

Related Articles

Legal Intelligence Newsletters: sign up for the latest legal and regulatory news on your chosen topics

Read more about

Related Comparative Guides

See more popular content from

Article

The DMCCA: Subscription Contracts - The Timeline Just Got Shorter

The UK Government has accelerated the implementation timeline for new subscription contract laws under the Digital Markets, Competition and Consumers Act 2024, moving the enforcement date from Spring 2027 to January 2027. This change significantly reduces the preparation window for businesses offering subscription services, requiring urgent review of sign-up processes, renewal notifications, and cancellation systems to ensure compliance with the new consumer protection regime.
United KingdomConsumer Protection
Brodies LLP
Brodies LLP
Article

No More Subscription Traps: New Consumer Rules Arrive Early

The UK Government has brought forward new rules to combat subscription traps, requiring businesses to provide clearer contract information, send renewal reminders, and simplify cancellation processes. These changes under the Digital Markets, Competition and Consumers Act 2024 will take effect in January 2027, with significant penalties for non-compliance including fines up to £300,000 or 10% of turnover.
United KingdomConsumer Protection
Broadfield Law UK LLP
Broadfield Law UK LLP
Article

From Replacement To Repair: What The EU Right To Repair Directive Means For Businesses

The EU's Right to Repair Directive, which entered into force on 31 July 2026, introduces comprehensive measures to encourage product repair and extend consumer goods' lifespan as part of the bloc's circular economy strategy. Alongside the Ecodesign for Sustainable Products Regulation and the Green Transition Directive, these reforms impose new obligations on manufacturers, importers, and distributors to make products more durable and repairable while providing enhanced consumer information about repair opti
European UnionConsumer Protection
TLT
TLT
Article

Recall Of Fresh Food Meals By Dog Food Brand Years

A UK-based dog food subscription service, Years, has issued a voluntary recall of its fresh meals after nearly 200 dogs developed sudden bilateral dry eye following a recipe change that introduced buckwheat. The company is investigating whether contamination in its buckwheat supply may be linked to the reported cases, while affected pet owners explore potential compensation claims for veterinary costs and related damages.
United KingdomConsumer Protection
Hugh James
Hugh James
Article

What Education Providers Need To Know About The New Safeguarding Information Sharing Duty

A new statutory safeguarding information sharing duty comes into force on 30 September 2026, requiring education and childcare providers in England to share relevant safeguarding information without parental consent. What are the key changes to data protection practices, consent requirements, and information sharing thresholds that providers must understand and implement?
United KingdomConsumer Protection
Bates Wells
Bates Wells
Article

New Subscription Rules: Are You Ready For January 2027?

The UK government has accelerated the implementation of new subscription contract regulations, moving the deadline from spring 2027 to January 2027. Businesses selling consumer subscriptions must now rapidly prepare for compliance with the Digital Markets, Competition and Consumers Act 2024, which introduces stringent requirements around pre-contract information, renewal reminders, cancellation methods, and cooling-off periods to prevent subscription traps.
United KingdomConsumer Protection
Mills & Reeve LLP
Mills & Reeve LLP
Article

Subscription Contracts: What Businesses Need To Know About The New UK Cancel Culture

The UK government has accelerated the implementation of new subscription contract rules under the Digital Markets, Competition and Consumers Act 2024, moving the enforcement date to January 2027. These regulations introduce stricter transparency requirements at sign-up, mandatory cooling-off periods including a new renewal cooling-off window, and simplified cancellation processes designed to eliminate 'subscription traps' that lock consumers into unwanted recurring payments.
United KingdomConsumer Protection
Withers LLP
Withers LLP
Article

UK Government Publishes Draft Guidance And Regulations For New Subscription Contract Rules

The UK government has released draft guidance and regulations for a new subscription contract regime that will fundamentally change how businesses manage consumer subscriptions from January 2027. The rules aim to eliminate "subscription traps" by imposing strict requirements on pre-contract information, reminder notices, cancellation mechanisms, and refund rights.
United KingdomConsumer Protection
Lewis Silkin
Lewis Silkin