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How to make your loyalty programme personal

It has long been established that customer loyalty is the driving force behind the most successful brands on the market. The companies that understood the importance of building trusting relationships with customers have grown and expanded over time. They have seen the...

NTT’s latest research: CX technology sets records but still fails to satisfy many customers

This year’s Global Customer Experience Benchmarking Report (GCXBR) comes with quite some interesting results! NTT, a leading global technology services company, conducts this highly influential survey for 24 years in a row with the goal to assess the global status...

Can an open market improve the parking experience?

As we digitalise our society, cash options for parking are becoming obsolete. Across the country, we’re seeing more and more local authorities phasing out pay-and-display machines, and usher in-app solutions as replacements. However, the growing uptake of cashless parking does...

Your CX day with the CXPA community: register today!

CXM is happy to support this year’s CXPA CX day celebration! The CXPA will host an amazing event on the 5th of October to celebrate the most exciting day for CX professionals across the world.Each year on the first Tuesday...

Purpose-led leadership – the new strategic imperative

“To prosper over time, every company must not only deliver financial performance but also show how it makes a positive contribution to society.” Larry Fink—Founder of BlackRockThe Covid-19 pandemic has fundamentally changed the way we look at the world, including...

The O2C conference is coming − get your discount today!

We are excited to announce that marcus evans will host the annual O2C conference between the 8th and 10th of November! The event will integrate virtual and physical space to offer a memorable experience to all attendees, allowing people to...

12 tips for designing sustainable clothing for your employees

The production, distribution and care of clothing all have an impact on the environment. If you want your business to become more sustainable, this is the area you need to address. One British company, London-based Jermyn Street Design (jSD), has helped clients to...

How to build a customer success roadmap?

In the last couple of weeks, the CXM team provided you with a couple of essential guides reflecting on customer experience. This was all part of our initiative to cover the industry basics and further explore the essentials of effective...

Why zero-party data is a great opportunity for online retailers

When Google announced it was to delay its plan to block third-party cookies from Chrome until 2023, marketers shared a sigh of relief, and you can’t blame them. Over the last few years, the data protection requirements put in place...

Bringing humanity and technology together

Since its humble beginnings in 1887, the family-run business Stannah has become a world leader in manufacturing and selling stairlifts. The traditional sales process has always been central to its success. Face-to-face communication with clients and their families was at...