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New research by Gartner says that 75% of companies will “break up” with poor-fit customers   

CXM is intrigued by the idea of companies “breaking up” with their poor-fit customers, instead of the other way around. Therefore, when this report came across our digital desks, we knew we had to share it.  Gartner, Inc reveals that by...

Diversity initiatives to increase business performance

In response to the grassroots movements of #BLM, #MeToo and by the exposure of pronounced and increasing equity gaps during the COVID-19 pandemic, organizations are allocating ever-increasing budgets to diversity-related initiatives. Already in 2002, MIT Sloan School of Management found that...

Standing out in CX as a woman: a conversation with Gemma Colby

I had the opportunity to first meet Gemma Colby during the webinar hosted by Awards International in December 2021. Together with three other CX leaders, Dejan Markovic, Gabriela Ciupitu, and Laura Tengerdi, Gemma talked about her success as the Head...

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...