Archives

CX transformation: How to recognize opportunities for change

In this article, our CX star Rebecca Brown explores how to recognize the need for CX transformation. In her unique way, Rebecca will question your beliefs and motivate you to take impactful actions. I’m a firm believer that a consistently...

Communication with customers: Five essential factors

Have you ever observed communication with customers as an outsider? If yes, you are aware of the enormous impact communication has on the overall business performance.Effective communication is doubtlessly at the centre of a memorable customer experience. If a company...

Customer ethnography: the power of small and big data combined

By supporting researchers to gather in-depth people stories, customer ethnography became a game-changer in the CX industry. This method allows brands to have a peek into candid customer experiences and design meaningful solutions.As a cultural anthropologist, I believe there’s no...

Webinar on the increasing need for speed in customer service

To help businesses explore new demands in the CS industry and prepare for growth, CXM is hosting an insightful webinar in collaboration with Freshworks.They analyzed 107 million support interactions to uncover the elements crucial for delightful customer service. Speed emerged...

Gulf Customer Experience Awards in 2022

The seventh edition of the Gulf Customer Experience Awards is now open for entries! Companies from the UAE, Saudi Arabia, Bahrain, Kuwait, Oman and Qatar will have the chance to showcase their outstanding business initiatives and earn recognition for the...

Metaverse: the new CX universe

We all know a company’s brand is about so much more than what is on the website. In reality, it’s about how customers experience the company within every interaction, both online and offline. While most of us are thinking of...

Is there are a gap between your corporate purpose and action?

‘Ultimately, purpose is the engine of long-term profitability.’Larry Fink, CEO, BlackRockOver the past two years, the CXM team was regularly reporting on the importance of purpose and value in business. The impact of trust-building in the CX industry finally came...

Introducing the 4-day work week

The entire world is buzzing about ways of working. We are preoccupied with remote and hybrid models, wondering whether these solutions will become our future. One company in the UK, however, decided to take the matter into its own hands...

Customer experience in real estate: An interview with Charlotte Crawley

What is the current status of customer experience in real estate? Although the property industry has a direct impact on people’s lives, CX hasn’t traditionally been in its focus. In recent years, however, we have seen a noticeable development of...

Digital Experience Awards 2021: winners announced

This month we had an opportunity to attend the International Digital Experience Awards (DXA), a trendy and inspiring event hosted by the Awards International team. DXA gathered organisations, teams, and individuals with the best digital practices in the world. They...