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Explainable artificial intelligence (XAI): emerging AI trend to watch in 2022

It’s tragically easy to think of news stories about AI (artificial intelligence) gone awry. Even a cursory Google search yields horrifying examples like the disastrous attempt at using an algorithmic substitute for A-level exams in the UK or Amazon Rekognition’s...

How Zoom’s new omnichannel contact centre will set a new standard in CX 

Zoom has become a staple for many businesses, and here at CXM, it is no different. Therefore, when we received the news that last week, Zoom Video Communications, Inc.  announced Zoom Contact Centre, we got intrigued. Will their approach to...

Six best business documentaries that will shift your perspective

Business is an ever-changing aspect of life where you may think you know it all, but there are always lessons to be learnt or old ones to be reminded of. And one of the best ways to learn is through...

Who are the winners of the Gulf Customer Experience and Real Estate Awards in 2022? 

What a busy, yet incredible week for CX professionals in the Gulf region! On February 21, the guests at the Conrad Hotel in Dubai were bursting with joy while inspiration flowed in the air. You guessed it! Awards International organized an...

Supply chain resilience lies in advanced technology

The ongoing supply chain crisis is causing B2B suppliers to split their focus between tackling logistical issues and delivering a seamless customer experience. At the same time, many are in the process of either implementing or optimising their B2B eCommerce...

Ending the post-purchase silence by offering customers more choice

The growth of e-commerce recently has been staggering. In 2020 alone, there was a 46.1% year-on-year increase in internet retail sales value in the UK. Of course, many consumers have been forced to shop online as a result of the...

Picking up the pieces from five broken customer experiences  

Every day, organisations enable a myriad of interactions with their customers and employees. Whether it’s an online shopper trying to purchase a new pair of shoes or a design engineer taking a leadership training course, companies provide experiences throughout every...

CloudShare and Salesforce unite for retention efforts

CloudShare, the leading software experience platform, has announced a new integration with Salesforce. A platform designed to empower Sales Reps to make better business decisions based on data, leading to more conversions and sales success.   During the pandemic, B2B sales reps...

The US CXA® early bird entry is open until February 25 

US CXA® is so much more than just a competition. It is a place to share knowledge, connect with America’s leading CX experts, and recognize the fantastic results of CX teams across the United States – all while having an...

Top 50 CXMStars™ 2022 have been chosen ?

The past two years have been a whirlwind for all the industries, with customer experience (CX) being no different. Our aim with the CXMStars™ is to support the path to CX excellence and foster the community of the best practices as...