Archives

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...

Ei Evolution Summit announced: get your discount today!

This year started with some important questions that continue to bother us as we walk towards the post-covid reality. Are we ready to work in the new environment? How and where will we work in the first place? Will we...

Changing Email Service Provider (ESP)

Email marketing is known to generate the highest investment return compared to other marketing channels. Still, if businesses want to increase the success of their digital campaigns, they need to use email marketing properly and avoid common pitfalls such as...

Three CX strategies to create a subscription loyalty programme

In this rapidly changing retail environment, accelerated by lockdowns and store closures, the customer journey has transformed dramatically. In particular, companies are contending with much longer sales cycles and greater dependence on digital. These changes could very well be part...

Design CX for novice and expert digital users

After a year of dramatic digital acceleration, it is time for companies to seriously reflect on whether their online solutions meet the needs of users across different generations. Due to fluctuating consumer demands in a highly trending e-commerce, the one-size-fits-all...

Cultural diversity and language inclusion at the heart of advertising

Nowadays, it is business-critical for advertisers to connect with culturally diverse audiences. The Channel Factory researched the importance of language diversity in YouTube advertisements across the UK. Our team at CXM got curious about the report and wanted to find...

Improve your current CRM system with AI-powered technology

The pandemic rapidly accelerated digital transformation, which was already transforming customer engagement and brand loyalty. These dramatic changes left brands with a headache and the inability to have a full overview of customer experience. According to SugarCRM, 74% of sales professionals...

More haste less speed: why slowing down could be the key to faster customer service

When time is of the essence, how can you deliver a speedy customer service that’s efficient but not rushed? Freshworks recently analysed 107 million support interactions which indicated that speed is the most important factor when it comes to improving CSAT...

Overcoming retail challenges as shops reopen: An interview with Shankar Balakrishnan

All non-essential retail shops in England are on a mission to attract customers ever since the 12th of April when lockdown restrictions were eased for the first time in a long while. Whereas some people are excited to return to...