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Diversity and inclusion in CX

A lot is written about diversity and inclusion in CX in recent times, but not merely enough. In my opinion, there are two sides to the diversity ‘coin’ and, when it comes to the contact centre, inclusion is equally important –...

Gulf Customer Experience Awards 2021: Entries now Open

The Gulf Customer Experience Awards will return to Dubai for 2021 in a new-look ceremony that will celebrate the very best CX strategies in the region.Hosted by Awards International, the 2021 finals event will take place in Dubai on February...

Human vs Digital Touchpoint: Does One Outplay the Other?

None of us volunteered for it, but we’ve all been a part of a global customer experience prototyping exercise. Locked down in our homes, with severely limited or zero physical interaction with other humans. All the while digital platforms or...

Shoppers Unlikely to Swarm Stores This Black Friday amid COVID Fears

New data from analytics company Contentsquare reveals that the startling 91 percent of UK shoppers are highly unlikely to visit physical stories on the upcoming Black Friday. The research, which surveyed over 1,000 UK shoppers found that over a third of...

Beat the Wave of Dissatisfaction – Get Proactive!

  Now that lockdown restrictions have been eased significantly, shoppers are nervously returning. It’s a brave new world out there and it’s more than just nerve-wracking going back out, visiting retailers, pubs and beauticians – it’s confusing, it’s less fun and an...

How Marketers Can Keep Pace With Consumers Post Pandemic

As we all entered 2020, who would have known life as a marketer would change so drastically, let alone the world as we knew it.  The COVID-19 pandemic hit us all with an unexpected bang. The year started with interactions through...

Video Killed the Radio. Is It About To Do the Same to Face-to-Face Customer Interactions?

Over recent months, the way we communicate has changed drastically. With companies across multiple industries implementing work-from-home arrangements for their employees, it will come as no surprise that video applications, such as Zoom and Microsoft Teams, have all grown in popularity monumentally since the...

Create Memories that Tell Your Brand Story

Customer Experience has been a buzz word amongst C-Level executives for some time now and for good reason too. In fact, the term has extended its reach beyond the boardroom and is used just as frequently by tactical and operational...

Losing Your Head to Use Your Brain – The Rise of Intelligent Content and Why It’s Important

In today’s omnichannel business environment, the best and smartest content in the world might as well be invisible if it can’t be delivered to consumers correctly.  This means in the context demanded by the customer, personalised to them, and via the...

How Fast is The Speed of Change: An Interview with Eliot Heilpern

CXM had the opportunity to talk with Eliot Heilpern, Director and Co-founder of The Payments Business, a member driven forum with the purpose of sharing the latest information about regulatory changes and innovations in the UK payments business. Eliot is...