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The significance of retention and delivery during economic crises

The monthly consumer confidence ratings published by the British Retail Consortium have not made for pretty reading in recent months. Time after time, the announcement has seen retail sales slide. It’s presenting a gloomy picture for an industry still finding...

How to ensure your retail employees don’t work in a toxic culture

The retail sector was perhaps one of the most affected in terms of employee turnover within the last two years. From transitioning from brick-and-mortar, to eCommerce, to struggling with staff retention, retail business owners need to start isolating the gaps...

Upcoming webinar with Webex CPaaS Solutions – looking at conversational messaging for CX

On Wednesday 19th October at 3pm GMT, CXM have the privilege of hosting a free online webinar with Webex CPaaS Solutions . This exciting new learning opportunity will be looking at ‘How conversational messaging is transforming CX’, with speakers David Creasey-Benjamin from Webex...

This week in CX: Cisco, Royal Mail, and Optimizely

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Cisco’s newest report on consumer privacy, new tools to enhance customer service calls within the call and contact centre industries, Optimizely’s new tool for customer...

Let the red carpet roll: the UK CX Awards winners revealed

Celebrating the best work a team or organisation can achieve is in the DNA of Awards International. For 14 years, this company has been building a platform for CX initiatives to get recognised and set a new standard for customer...

Why effective communication is important for customer experience

Many factors influence how a customer feels about your brand and the overall experience they have when using your products and services. However, one of the biggest factors is communication. Good communication is everything when it comes to giving a...

Prove the ROI of your customer experience programmes in 3 steps

To secure and retain support and budget, CX leaders must effectively use their data to demonstrate the ROI of CX. This involves proving the link between improved customer satisfaction and wider business outcomes. Customer retention, purchase frequency, lifetime value and...

Lack of consumer trust across industries, from media to governments

The 2022 Thales Consumer Digital Trust Index: A Consumer Confidence in Data Security Report has revealed that there is a lack of consumer trust across industries to protect their personal data. Based on a survey of more than 21,000 consumers...

The employee life cycle: mapping their journey effectively

When we think of journey maps, we usually think of customer experience. But when done correctly, employee journey mapping can be a tremendous method to understand the moments that genuinely matter to employees. It can enforce the standard experience that...

Connect, learn, and more at this year’s Call & Contact Centre Expo

We at CXM are excited to announce that we are exhibiting at Call & Contact Centre Expo 2022! The event is taking place from the 22nd to 23rd November 2022 at the ExCeL in London. Alongside meeting the CXM editorial and marketing teams, there’s also plenty of opportunity...