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How to go beyond VoC surveys to truly understand your customers

Customer surveys are deployed by 94% of organisations. However, Gartner found that customer service and support (CSS) leaders believe they bring less value than other methods of voice of the customer (VoC) collection. Many CSS leaders struggle to make actionable decisions with survey data due to low response rates (23%,...

CXMStars™ 2023 is here!

Customer Experience Magazine is delighted to announce that CXMStars™ 2023 is now open for entries!This is the fourth year that we have celebrated the Top 50 CXM Stars from across the globe.  We’re so excited to invite you to submit personal...

This week in CX: developing the role of digital CX, and Christmas employee standards

Happy Friday! And welcome to the final news roundup of 2022. Thank you all so much for supporting CXM’s news coverage that we launched earlier this year. We will be back on 6th January! ‘This week in CX’ brings you the latest...

How can business software streamline and improve your customer experience?

Ensuring customer satisfaction is a huge business driver, and the experience starts from all touchpoints. Business software can make your job simple by streamlining how you handle customers so you can focus on your core business. Industry-specific customisation For instance, if you’re...

How have businesses transformed this year?

It’s undeniable that 2022 has been a challenging year for businesses everywhere. The repercussions of COVID-19 and political uncertainty have been key issues over the past 12 months. Unfortunately, experts believe the cost of living will rise further in 2023....

The importance of communication in the experience economy

A gifting trend has arisen in the early 21st century: experiences in lieu of physical presents. In “the experience economy,” the new generation of consumers with disposable income focuses on experiences over materials, memories over tangibility. This consumer may still be wooed...

The road to omnichannel approaches, immersive engagement and overcoming agent attrition

As 2022 draws to a close, business leaders and CX professionals will already be working diligently to prepare for the year ahead. In 2023 we expect to see the continued proliferation of new focus areas within the CX industry. Alongside emerging...

Creating and measuring impact in CX: the four key indicators

CX requires collective and collaborative effort. But unless you understand all the internal and external drivers influencing CX, it will be much harder to create a company culture that places CX at the heart of everything. Fortunately, everyone nominated in the...

What can performance metrics reveal about customer standards?

Measurable data, we know, is crucial. In particular, tracking performance metrics is a great way to access valuable information into your business. And many factors play into organisational performance too. To help us understand, Zendesk have released a new whitepaper into...

This week in CX: KIA’s transformation, the shopping experience, and 2023 banking

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the shopping experience, KIA’s new CX journey, European retailers’ prep, new banking predictions for 2023, and a report on product-led business growth.Key newsChattermill have...