Author: CXM Editorial

Technology for humans, not technology or humans: an interview Aimie Chapple

In the last couple of years, we’ve witnessed the acceleration of AI-powered solutions in contact centres. Most of the leaders see this as an opportunity to support contact agents in solving complex issues.Last week, we met with Aimie Chapple, Chief...

Netcall’s latest research: 50% of leaders worry they will fail to engage with customers

The latest research by Netcall, a leading provider of customer engagement solutions, in collaboration with Davies, a professional services and technology business, reveals some interesting results.This paper uncovers both drivers and obstacles of further CX transformation. As a team dedicated...

Gartner’s latest research: 64% of customer service leaders will focus on business growth in 2022

Last week, Gartner published the results of their survey on customer service support priorities for 2022. According to the research, 64% of customer service and support leaders named ‘grow the business’ as their most critical priority in the upcoming year.Besides...

How has Dreams used tech to drive CX?

With a boom in demand for its customer service team, Dreams needed technology that would empower its agents to deliver personable, personalised and memorable customer interactions. Dreams’ CEO and Head of Customer Services share how they use technology to drive...

International Customer Experience Awards 2021: the biggest ICX awards ever organized

What a week for the Awards International team! With 120 companies and 130 judges from 50 countries, the International Customer Experience Awards has been one of the biggest CX awards ever hosted! Moreover, this is the first time Awards International...

CXM and Capita are hosting a webinar about the need to simplify digital self-service

CXM is delighted to announce that we will be hosting a webinar in partnership with Capita, a consulting, transformation, and digital services business. The main topic is the urgent need to simplify digital self-service and create proactive strategies that sustain...

Human or Machine: will AI change the trajectory of content writing?

Drafting engaging articles takes exceptional writing skills, critical thinking, research, and empathy. As a team dedicated to creating quality content, we see writing as an explorative process based on human experiences and emotions no machine could understand or reproduce. However,...

Three pillars of truly effective multilingual customer support

Have you ever felt disoriented while shopping in a foreign country? If so, you know how confusing that can be. Now, imagine you’re the merchant and you’ve got a customer who doesn’t speak English. How hard can it be for...

HR Week: CXM partners with one of the biggest HR conferences in Europe

The CXM team is excited to announce a new media partnership with one of the largest HR conferences in Europe. With 150+ exceptional speakers from various industries, this event is going to inspire leaders across industries to design workplaces where...

Reasons to apply for the Gulf Customer Experience Awards 2022

There is no doubt the Gulf region is becoming a key player in the CX further development. With investments pouring into the emerging need for seamless digital services, maintaining a high-quality customer experience is taking its priority. It comes as...