Archives

Emotional intelligence: the secret to a memorable customer experience 

In customer experience, we’re often taught to embrace the mantra, “the customer is always right.” This is to ensure the people we work with receive an exceptional experience and return to do business with the establishment. Even when the customer...

Leveraging the power of conversational AI for improved customer experience

Conversational AI chatbots have become a popular approach for organizations across various sectors to communicate with their consumers. At a time when remote working is more prevalent than ever, chatbots have helped many organizations maintain a consistent customer experience and...

UXinsight Festival is coming up on May 30: book your seat and discover growth in UX research  

The CXM team is delighted to announce our media partnership with the UXinsight Festival 2022, a hybrid event coming up on May 30. This is an amazing conference created by UX researchers for UX researchers.  In this short overview, we’ll walk you...

New research ahead of the GDPR anniversary reveals the gap in expectation when it comes to ethical marketing

New research launched this week by data-driven digital marketing agency Precis Digital, and leading global research company Forrester Consulting finds that 80% of marketers rank customer satisfaction as the number one most important outcome for their marketing programmes.However, only 49%...

New research shows that 32% of UK workers are surveilled by employers

According to recent research, employers ‘spy on’ a third of UK workers, and webcam monitoring has more than doubled. Bosses and business owners are using dystopian surveillance tools more often to make sure their workers are being diligent.As we get...

British consumers demand greater government protection against fake reviews 

On Tuesday, the new Consumer Protection Bill is expected to lay out proposals making it illegal to pay someone to write or host fake reviews online. The latest research reveals that British consumers want regulations that offer total protection from...

CX innovation in agile development is easier to implement than you thought

Lisa is doing wonders at a B2B e-commerce system. She supports developers to connect to the company customers, helps product owners make decisions for the product roadmap and bring out the best in the customer support team.Who is Lisa? She...

Are we reaching the email endgame? 

Recent reports in publications such as The New York Times have questioned email’s longevity as a communication channel of choice. But what’s the reality? How can we do communication with customers effectively? The argument goes that Generation Z (born between 1997...

Customer Success Operations: the hottest career in the customer service space

In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model, almost all have realized that they can’t accelerate growth without investing in Customer Success (CS). Usually, that means...

Gartner predicts by 2025, 60% of customers will seek service information from third-party sources 

According to Gartner, by 2025, 60% of customers will seek service from third-party sources of information not owned by the company. Currently, younger customers already use third-party information sources more frequently than older consumers, suggesting that this trend will increase...