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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...

11 foundational capabilities for customer self-service portal success

The customer support portal has taken a central role for support organisations, providing customers with access to easy, self-service answers 24 hours a day. Yet, despite the central role the portal plays in the delivery of the digital customer support...

Build a culture of learning to retain CX employees

For decades, contact centres have been environments of high staff turnover. Employees were expected to churn, and managers focused their resources on rapidly recruiting and onboarding new people. But a tight post-pandemic labour market and rising recruitment costs mean that...

How to reinvent your employee experience in 2022 

Last year saw just the beginning of what has been dubbed the ‘Great Resignation’. Brits, predominantly those working in leisure, hospitality, retail and healthcare, have voluntarily left their jobs at “historically elevated levels” that were last seen in 2009. While...

This week in CX: Qualtrics, Optimizely, and Serena Williams’ marketing campaign

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at new research into the cost-of-living crisis, contact centre issues, and Qualtrics’ new solutions to directly help those contact centre problems.  Key newsOn September 19th, Feedspot...

The reality of vulnerability within CX

Sarah’s storyI, and other members of the local community occasionally assist at our local food bank. The food bank provides emergency food and support to community members in need, like Sarah. Prior to her recent divorce, she and her partner...

Lost calls: the ultimate guide to monitoring, preventing, and learning from them 

Lost calls refer to a call a customer makes that fails to reach an advisor at the other end. There are different types of these that occur for a plethora of reasons. But ultimately, they are all logged as lost...

Stories from the airport: the post-Covid flying experience

Travelling over the past three years have become an emotionally charged and uncertain experience. Have our feelings towards airports changed? I decided to ask two groups of people to help me understand the current travel disruption: CX professionals working for...

As prices rise, it’s the little things that matter for long-term brand loyalty

The cost-of-living crisis is dominating UK headlines. Inflation is continuing to rise; shop prices are at their highest in 10 years; and consumer confidence is at a record low. Research suggests the cost of some everyday groceries has risen more than 20%. Consumers...