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Engage Your Employees With Your CX Strategy

When Satya Nadella took over Microsoft, he didn’t begin with a focus on the competition or restructured product portfolio; rather he set out to rebuild the company’s culture starting with redefining the mission of the company. He engaged all its...

Top 10 CX Stars Profiled: Claire Boscq-Scott & Phil Durand

As last year drew to a close, Customer Experience Magazine presented our list of our Top 50 CX Stars, in which we ranked our selection of the UK’s top 25 CX Influencers – those consultants, coaches, authors, and guiding lights who...

UK Banking Services Face Over a Million Complaints in Six Months

Banks and credit card companies in the UK faced over a million complaints in the first half of 2019, new data has revealed. The research conducted by Learnbonds.com found that of this total, current account holders registered the highest number of complaints. The...

Why Restaurants Must Embrace Personalisation and Serve up the ‘Guest Experience’

Over the past few years, personalisation has emerged as one of the most dominant and prolonged trends in marketing, favoured by both big brands and small brands alike. In fact, you’d be hard pressed to find a marketing team that doesn’t employ some kind...

2020 Brings Next Stage of Record-Breaking Dubai Sustainability Project

The third stage of an immense sustainability project in Dubai is set to be completed within the coming year – a project which aims to drastically reduce carbon emissions by up to 6.5 million tonnes annually.In 2020 the third phase...

CXM’s Top 50 CX Stars

We are in the midst of an age in which instant information is creating ever more savvy consumers. As we enter a new decade, customers are ever more influenced by their experiences of a brand when considering a purchase. The...

Why we should prioritize property management

This is an article dedicated to those inspirational Property Managers who continue to stimulate the owner/tenant experience within the property industry.As you will know, organisations can only provide exceptional Customer Experience if there is an established culture of customer-centricity. It...

The Good, the Bot, and the CX: Freshworks Examines AI in new Report

Customer engagement software specialists Freshworks has shed light on how customers interact with AI tech such as chatbots in an insightful new report. In AI in Customer Service: A Survey Report from Europe, responses from 6,000 customers and 800 senior business leaders across the...

Customer Service Trends on the Horizon

Love it or hate it, when December hits there’s one thing as sure as mince-pie overload – it’s also the time of year we all get our crystal balls out and start predicting what’s on the horizon for the coming...

How to win Back Customers – After You’ve Already Lost Them

You offered discounts, expedited service, and a weekend at your summer home, but your customer dropped you anyway. Once you finish eating a pint of Ben & Jerry’s in the bathtub, you have two options: move on forever or keep...