News

Steve McLennan (formally Head of INFINITI Europe), has written an opinion piece asking "What is customer closeness/centricity and why does it matter?". Steve looks at how customer closeness/centricity is driven by company culture through an absolute commitment by an organisation's senior management to engage directly with customers consistently and take into consideration the impact on customers when making decisions. Please take a few minutes to read his thoughts.

Steve McLennan (formally Head of INFINITI Europe), has written an opinion piece assessing the potential impact of new Chinese brands entering the UK market over the next 12-18 months. Steve talks about the speed of decision-making at existing OEM's, the choices and options available to retailers, and much more. Steve gives clarity and valuable insight into the challenges and where the focus should be. Please take a few minutes to read his thoughts .

As ICX looks to continuously improve its customer dialogue services, it is pleased to report the attainment of FCA approval status. ICX has been working with ITC Compliance Ltd to become an Appointed Representative. This achievement permits ICX customer experience advisors to discuss, where appropriate, consumer credit products and their terms and conditions, for both online and offline customer journey scenarios. FCA approval status readies ICX for the forthcoming 'Consumer Duty' legislation. Steven Sykes, ICX Managing Director, commented; " a further testament to the quality of our people and processes, FCA approval empowers us to extend the services and positive experience we deliver on behalf of client brands towards their customers"

Demonstrating our ongoing commitment to data security, ICX underwent a rigorous cyber security audit, delivered by external specialist, Bulletproof. ICX passed the audit and has achieved Cyber Essentials Plus certification.

Stellantis has appointed ICX to deliver Aftersales CSI programmes for their Alfa Romeo and Jeep brands. Utlising their customer contact strategy and business intelligence platform, ICX will support Alfa Romeo and Jeep to identify where dealers are delivering outstanding performance, and the areas where they can further enhance their service offering.

ICX will qualify sales enquiries from across Renault's ICE and EV range, 24/7, before sending the leads in real-time to Renault UK's central CRM platform ready for dealer engagement.

As part of ICX's drive to enhance the customer experience, we have added Twitter chat integration to our service offering. As an omni-channel contact centre we can manage your customer relationships using calls, SMS, email, Live Chat, WhatsApp chat and Facebook Messenger chat. Simply add the Twitter credentials to your site & we will do the rest.

ICX will deliver 24/7 Live Chat for bikes.suzuki.co.uk, qualifying sales enquries from across their bike range, before sending them to Suzuki GB's central CRM platform.

As part of ICX's drive to enhance the customer experience we have added Facebook Messenger chat to our service offering. As an omni-channel contact centre we can manage your customer relationships using calls, SMS, email, Live Chat, WhatsApp chat and Facebook Messenger chat. Simply add the Facebook Messenger to your site & we will do the rest.