Archives

Culture of belonging: the importance of community in the CX workforce

Nearly half of global customer experience (CX) employees say they hate the time pressures, inconsistent expectations, and health and safety concerns related to their job. They crave clearer expectations, better working relationships, and more support. New research shows that employers are beginning to respond to those...

Developing a total experience (TX) strategy framework

Total Experience (TX) bridges user, customer, and employee experience disciplines into one transformational experience. This experience unifies every customer touchpoint; aligns the brand across every channel; harmonises business functions; and establishes trust within every possible journey. A TX strategy is...

How to implement data-driven decision making through Supply Chain 4.0

The retail industry has become accustomed to dealing with disruption over the past few years. COVID-19 lockdowns brought about unpredictable challenges, such as overstocked warehouses, port issues and order cancellation due to suppliers shutting down. This has continued into 2022....

This week in CX: Odigo, Authenticx, and Qualtrics

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at a new product from Qualtrics, the launch of a new digital company, new M-Cube research into Gen-Z shopping attitudes, and the latest business updates from...

The art and science of CX: a conversation with Nate Brown

‘Don’t feel like you have a system locked in. That’s not going to be possible here. Always be curious. Be experimenting. Be learning and in that way you get to design experiences that will be helpful and relevant to your...

How do you know if your digital product launch is a success?

To have a meaningful discussion about measuring success, you need to understand that it will be completely different for each digital product. It’s not possible to perform well and achieve great results if you don’t have a clear view of...

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...