Archives

Starting small with big data

Big data has become a customer marketing buzzword. As an industry, we were told that it was going to change the way we acquire and engage with customers. Without a doubt, the potential is huge but for some people, the...

Building a trusting customer relationship

Our society is coping with unprecedented challenges. Both customers and employees are facing growing uncertainties and concerns. For many, these may include income inequality and job insecurity, or social unrest. Meanwhile, systemic risks like climate change, pandemics, and global recessions...

UserZoom launches the QXscore to holistically measure customer experience

The CXM team took interest in the news of UserZoom launching QXscore, a tool meant to measure the customer experience of digital services and analyse behavioural data. What sparked our interest is the apparent ability of QXscore to gather user...

Finding a new framework for sustainable growth

Uspire Group, the silver winners in the category Employee Engagement Innovation and Transformation at the UK EX Awards 2021, shared their journey with the CXM team. We are delighted for the opportunity to learn from such an inspiring leadership story.As...

How can advertisers maximise social media potential?

In the last years, social media advertising has been understood as a channel that drives short-term sales. At Nepa, we think this is misleading. In fact, there is clear evidence that social media advertising drives long-term sales as well. Our...

Lessons from lockdown: why customers care about your employer brand

The pandemic has taught us many things and gave some companies a costly lesson of how to look after their employees. As it turns out, the way employers treat their employees has an impact on customers’ loyalty and their general...

Build your brand through accessibility and inclusion

Are we doing enough to adjust websites for all customers out there, including ones with disabilities? The past year has forced all of us to become more tech-savvy, but brands still need to focus on providing accessible online services. Simplicity...

Overcoming mental health challenges with the right CX approach

Millions of people all over the world found themselves forced to change their purchasing behaviours overnight, which had a strong impact on global trade. The pandemic was a turning point for customers’ relationships with companies and their service teams. People’s...

Leading with empathy: An interview with Ross Wainwright, CEO of Alida

In May this year, Alida, a creator of the world’s first CXM & Insights Platform, has been awarded the Great Place to Work® certification. This was a wonderful invitation for our team to meet up with Alida’s CEO Ross Wainwright...

Is it time for new customer engagement metrics?

Strong customer engagement strategies can have a direct impact on business goals tied to activation, monetisation, and retention, but only if brands define and measure the appropriate metrics. Without the right metrics, marketers will struggle to quantify the effectiveness of...