Author: CXM Editorial

Customer Experience vs. Customer Engagement

Retaining subscribers in this competitive environment is challenging. Marketing faster network speeds and offering new devices is no longer enough to keep customers on board. Mobile operators adopted Customer Experience Management (CEM) to optimize interactions from the customer’s perspective...

Who are The Inheritors?

Although it’s not exactly as William Golding had originally written in Lord of the Flies, we are all holders of a modern day conch – using it to wield as much power as we possibly can. Every day we spring out of bed and enter...

Could you be an Awards Judge?

Finalists have been announced for the UK Digital Experience Awards 2014 but there is still time to put yourself forward as a judge for the awards. Judging is an opportunity to share your knowledge and experience, and at the same time...

Four Innovations Driving the Automotive Customer Experience

The automotive industry has always depended on innovation to develop today’s super advanced vehicles. These four innovations are revolutionizing the automotive customers’ experience. “If I had asked people what they wanted, they would have said faster horses.” This much-repeated quote, attributed...

5 Tips for Handling Contact Centre Crisis

In today’s customer-obsessed culture, consumers have come to expect excellence in all areas of service. This has been the driving force behind things such as 24-hour access to customer support and delivery of anything from groceries to cars on their...

Market Insight Series – Retail

A white paper exploring the real ROI of Customer Experience Produced by Jerry Angrave Customer Experience: Short-term fashionista or sustainable growth driver? Download White Paper ...

The importance of customer insight to brands and supermarkets

Tony Nunan, MD of Visuality Group, the integrated research and design agency helping branded and retail clients win at point of purchase Upon entering a supermarket, it is probably obvious to shoppers that a huge amount of work has gone into...

The Current State of Customer Experience – Global Companies Are Not Fully Committed

Customer experience strategies have become increasingly important over the past few years as the landscape is dramatically changing. Companies are facing more complex customer issues as a result of customers’ increasingly higher expectations. We have found that most companies are still...

Why used car leasing remains a great choice in the ‘robust’ current market

The used car market in the UK remains ‘robust’ with no sign of any shocks on the horizon. That’s the view of a leading motor expert who believes that the UK used car market is set for a ‘soft landing’...

Social enterprises and charities are not exempt from the need to improve their customer service or customer experience

Let me tell you a story related to a social enterprise project that I am setting up… We were looking for training rooms for our project and I contacted three potential providers, all charities/social enterprises, that were in the right location...