Archives

Celebrating CX Day!

It’s CX Day, and CXM would like to wish all its readers the very best as we celebrate the hard work and professionalism of those who make memorable Customer Experiences happen. Celebrated globally on October 1, the day is championed by...

Corporate Strategy: A Tragedy

Corporate strategy is a funny beast. It’s often built from a few extremely well worn phrases: statements like “We are one team”, or “Sustaining the future”, or “Empowerment”, perfectly executed in the brand colours and font, as tall and wide...

Study Shows the Power of ‘Thanks’ for Employees

New research reveals that business leaders who thank their staff experience reduced staff turnover, improved staff retention, and more successful talent acquisition. A study of 1,253 workers, carried out by workplace and incentives provider, One4all Rewards, and published in The Magic Word for...

Why do Airlines get Digital Experience so Wrong? (and how to get it Right)

You’d think it would be easy for airlines to provide a good Customer Experience for those seeking to purchase tickets online or via a mobile device.  After all, every customer follows the same path: insert dates and destination, choose the...

Remote Working: Identifying and Preventing Security Breaches

The workplace has evolved beyond recognition for many people in recent years, with one of the most significant changes being that more and more people are now offered the option of working remotely. This incentive is a result of a...

Insurance Firms Failing to Ensure Digital Experience Satisfaction

Insurers are the least trusted companies in the UK and are unable to answer over half of routine customer questions successfully, according to new research. Digital Experience firm Eptica has released its 2019 Eptica Insurance Digital CX Study, which found that the...

CX Grand Designs: Time for a Refresh?

It’s not long before the winners of the 2019 UK Customer Experience Awards will be unveiled. As one of the judges, Phil Durand (pictured), Director of Customer Experience Management at Confirmit knows that success comes in many forms and that the...

The end of Checking out as a Guest?

Customers have long had the option to ‘checkout as a guest’, offering a frictionless payment that avoids annoying emails or having to remember your password. It also provides browsers, with no intention of sharing their contact information by setting up...

Compliance and Customer Experience: Not a Zero Sum Game

Businesses in regulated markets don’t have to choose between satisfying their customers and regulators, because compliance and CX isn’t a zero sum game. Yet with the right tools and focus, they can do both. Customer expectations are perhaps higher than ever. Conditioned...

Smartphone Shopping Skyrockets: Retailers Warned to Adapt or ‘Disappear’

Customers using smartphones to shop has skyrocketed by 141 percent in 12 months, according to new research. Insights tech firm Feefo has published results of a study that shows the use of laptops and desktop computers has plummeted at the same time...