Author: CXM Editorial

Drift’s new report: how personalized conversations can convert to leads

Drift has released their new report, which analysed 41 million conversations looking at how conversations can convert to leads which will bring about more conversions, pipelines and happier customers. This is a short overview of the report: “The Science and...

Latest Gulf Sustainability Awards 2022 launched at the Netherlands Pavilion in Dubai 

Organized by Awards International, a pioneer in conducting awards in the Middle East region, launched their latest edition of Gulf Sustainability Awards 2022 to be held at the Netherlands Pavilion in Dubai. ‘Together, we want to communicate how to find sustainable...

New research by Gartner says that 75% of companies will “break up” with poor-fit customers   

CXM is intrigued by the idea of companies “breaking up” with their poor-fit customers, instead of the other way around. Therefore, when this report came across our digital desks, we knew we had to share it. Gartner, Inc reveals that by...

How Zoom’s new omnichannel contact centre will set a new standard in CX 

Zoom has become a staple for many businesses, and here at CXM, it is no different. Therefore, when we received the news that last week, Zoom Video Communications, Inc.  announced Zoom Contact Centre, we got intrigued. Will their approach to...

Who are the winners of the Gulf Customer Experience and Real Estate Awards in 2022? 

What a busy, yet incredible week for CX professionals in the Gulf region! On February 21, the guests at the Conrad Hotel in Dubai were bursting with joy while inspiration flowed in the air. You guessed it! Awards International organized an...

CloudShare and Salesforce unite for retention efforts

CloudShare, the leading software experience platform, has announced a new integration with Salesforce. A platform designed to empower Sales Reps to make better business decisions based on data, leading to more conversions and sales success.   During the pandemic, B2B sales reps...

The US CXA® early bird entry is open until February 25 

US CXA® is so much more than just a competition. It is a place to share knowledge, connect with America’s leading CX experts, and recognize the fantastic results of CX teams across the United States – all while having an...

Top 50 CXMStars™ 2022 have been chosen ?

The past two years have been a whirlwind for all the industries, with customer experience (CX) being no different. Our aim with the CXMStars™ is to support the path to CX excellence and foster the community of the best practices as...

What does Talkdesk’s 2021 global contact centre report have to teach us about benchmarking? 

Talkdesk released a report about their KPI and benchmarks in 2021. The information looks at the performance metrics of five contact centres with a sample size of 2 200+ customers from North America, Oceania, South America, Europe, Africa and Asia....

Emotional AI: using deep learning to understand how customers feel

From schools to medical care, all sectors amplified technology usage due to the pandemic. As with anything, there are good, and evil’ points to artificial intelligence (AI). Certainly, so when it comes to emotional AI, which is the focus of...