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CXM Book Shelf: Culture Fix

A positive company culture is more important for businesses now that at any stage in their history, with a recent poll suggesting 92 percent of senior executives cite cultural change as a critical driver to increase their firm’s values, but only...

Improving CX With Chatbots…the Right Way!

If you’ve ever visited a website and been greeted by a human-like pop-up asking “How may I help you?”, you’re not alone. According to Comm100, nearly 50 percent of consumers already engage in automated conversations with chatbots. And, according to...

CX Stars Swarm Red Carpet at UK Customer Experience Awards

It was a night of glitz and glamour as the evening gala ceremony at the 2019 UK Customer Experience Awards brought Britain’s brightest CX stars onto the red carpet…   Teleperformance UK: Left to right – Dave Green, Client Service Director; Helen...

Could we BE Anymore Telephonophobic?

Last year, the 90s masterpiece Friends, which has been running and rerunning on TV for the last two and a half decades, caused joy and uproar when it made a return to the small screen via Netflix. It was back!...

CX: The Driving Force Behind B2B Commerce Innovation

B2B companies know the kind of Customer Experience they should be offering. Buying experiences should be seamless and rich, with tailored product information, relevant pricing, and payment options, and the right combination of flexible and adaptable buying and selling touchpoints....

The Seven C’s Strategic Approach to Successful Recruiting

According to a recent survey published by Harvard Business Review, 41 percent of board members recognise their biggest challenge is attracting and retaining top talent. We also know that with good leadership, talent does not come and go – rather talent comes...

My Judging Experience? Outstanding!

Hannah Louise Cox is Executive Search Consultant at Douglas Jackson, and earlier this year joined the judging panel at the 2019 UK Digital Experience Awards. Here she tells CXM of her experience, and the benefits of judging at industry awards events such...

Millennial ‘FOMO’: How Your Brand can Benefit

FOMO, or ‘fear of missing out’, has become a phenomenon among the millennial generation. Millennials are spending more, travelling more, and seeking experiences more than any other generation, with Gen Z close behind. Of course, millennial instincts for sharing are...

Overcome Customer Service Complexity for Greater CX

Managing a large customer service operation can be a tricky and complex task, especially if an organisation is having to juggle multiple CRM platforms that can’t share information effectively. This impacts customer service agents, making it hard for them to...

2019 UK Customer Experience Awards: Winners Take Wembley by Storm

London’s home of champions Wembley Stadium lit up with the stars of CX as the 2019 UK Customer Experience Awards took place at the iconic venue. Hundreds of guests arrived at the event as finalists presented details of the country’s most...