Author: CXM Editorial

Customer calls are the moments that matter

The global call intelligence and speech analytics platform, Infinity, conducted a survey into customer call experiences. Out of 2000 UK consumers surveyed, nearly half (46%) have been disappointed with brand calls over the last 6 months.What’s the impact of negative...

iCXA 2022 – Premium gathering of the world’s top CX professionals

The 2022 edition of ICXA ™ (International Customer Experience Awards), held live online, both for the finals and Awards Ceremony, had more than 90 companies across nearly 200 presentations. The ceremony was broadcast live from a TV studio in Belgrade,...

This week in CX: Black Friday weekend predictions, Mindshare & Meta

Happy Black Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at statistics of where consumers will spend their paycheck this Black Friday weekend, the ‘Finding Good’ report, and Meta’s new 3D advertisement.We also have the...

Online feedback for your retail CX programme is invaluable

We know the value of customer feedback. It assists business growth, identifies areas of weaknesses, and what’s working well. And that’s just scratching the surface. On November 30th 2022 10am GMT, CXM have the honour to host a free online webinar...

This week in CX: retail in focus; Zoom & Optimizely

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at retail reports ahead of the shopping season and which fashion retailers provide the best CX. Zoom have also launched their first Contact...

This week in CX: Meta, Emplifi, and Genesys

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at the new Metaverse Experience showcase, social media trends report and financial product and service onboarding pain points.We also have the latest business updates from...

How will Consumer Duty drive major CX shifts in the retail industry?

The FCA (Financial Conduct Authority) in 2022 published their final rules for the Consumer Duty. This is a set of procedures that companies must have in place to meet the required standard of consumer protection and support. Many companies had to...

This week in CX: Twitter, Amazon, and cost-of-living business updates

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Forsta’s predictive analytics, the eighth annual State of Marketing report, and a mass of new business updates caused by the cost-of-living crisis. This includes comments...

The first edition of CXM Review taps into the unknown of a new era of CX

We at the CXM team have always prided ourselves on our values. Connection, knowledge, and bravery. When learning about us on our homepage, we specify – ‘we are here to explore what it means to build businesses with humans at...

This week in CX: Alida, Microsoft Teams, and NordVPN

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Microsoft Team’s integration into ‘walkie-talkie’ devices,  Alida’s new conversational surveys product, new research into data breaches, and how industries have progressed 2 years on from the...