Author: CXM Editorial

Challenging the Status Quo: Can Removing Targets Improve Contact Centre Results?

Contact centres have become as synonymous with scripts and targets as meerkats are with price comparison websites. So what happens when you rewrite the rule book and take a completely different approach to customer service? CXM spoke with Caroline King, Director...

What Next for Retail After Worst Year for Quarter of a Century? Four Experts Discuss

The first annual sales drop since 1995 is a blow to British retail, but it’s only the latest in a series of setbacks. In the past 10 years, high street institutions such as BHS, and Barratts and Maplin have toppled...

Nine Industry Leaders on Getting to Know Your Customers

Ever since the introduction of the internet, and online shopping in particular, the relationship between customer and vendor has had the potential to become impersonal, distant, and in some cases strained. As consumers find themselves bombarded with marketing emails as...

Top 10 CX Stars Profiled: Ian Golding & Nick Macfarlane

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 2 in each category. Nick Macfarlane of Sky is today’s featured Professional, and our Influencer is Ian Golding. We welcome feedback on our...

How to Nail your Digital Interview

Some say there has never been a better time to be searching for employment. It is true that the whole process has significantly improved, especially with the growth of technology and the internet. Plus, long gone are the days when...

Boost Business Performance Through Employee Experience With Free E-Book

A new e-book on successfully implementing tried-and-tested Employee Experience initiatives is available for free from the World Employee Experience Institute (WEEI). Ben Whitter is the founder of the WEEI and the world’s foremost expert on Employee Experience. Successfully leading the Employee Experience...

Five Steps to Starting Your Ecommerce Business in the UAE

Whether you’re buying for personal consumption or business through the internet, online shopping is now a big part of our everyday lives. This fact is going to evolve even more so in the coming years with the upsurge of ecommerce...

CXM Book Shelf: The Customer Catalyst by Adlard & Bausor – Exclusive Excerpt

A new book by Daniel Bausor and Chris Adlard explores how businesses are adapting to growth in the age of customer centricity. The Customer Catalyst: How to Drive Sustainable Business Growth in the Customer Economy is available now, published by Wiley. In this...

CX Measurement: insights by Ian Golding and Peter Dorrington

In 2019, just before the pandemic outbreak, Ian Golding, Founder of the Customer Experience Consultancy and leader of the CX Professional Masterclass, joined Peter Dorrington, Director of Analytics at TTEC, at a CXPA & TTEC Breakfast Workshop. Participants explored concerning...

UK Employees Want Legal Requirement to Protect Workforce from Bots

Most UK employees anticipate a positive impact from artificial intelligence (AI) in the workplace, a new report from Genesys has revealed. The global leader in omnichannel Customer Experience and contact centre solutions studied the evolving relationship between employees and technology in the workplace. They...