Archives

CXDay Spotlight: Interview With Rachel Williams

As a part of CXM campaign for CXDay, we had the opportunity to speak with CX professionals, small and large businesses to share their story and spread the word about their greatest achievements and milestones in CX. In the first...

Customer Experience or Customer Engagement: What’s the Difference and How Do You Truly Engage?

Customer experience is traditionally focussed on flexing what you do to meet customer expectations. Achieving a great customer experience and maintaining it, needs ongoing focus and visibility of: Strong employee engagement with customer vision & strategy embedded into the DNA of the...

Fast-tracking a Remote Workforce: What’s Next for IT Teams

The COVID-19 pandemic has changed the world of work forever. Teams became virtual overnight. Employees embraced collaboration tools and video conferencing technology as part of their new day-to-day. Organisations have moved huge sections of their business online much faster than...

Human Customer Service Is A Major Opportunity For Customer Experience

With digital transformation and unexpected events such as the current pandemic, customer service calls’ volume keep increasing. Companies that get caught into obsessing on costs invest in strategies that will back-fire and miss out the major opportunity that human customer...

Why Cybersecurity Should Be a Boardroom Issue

Cyberattacks are big business for criminals. Which is why, if you sit in a boardroom today, you should be making cyber security your business. It is no longer enough to leave the issue to your IT team. Managers need to understand...

Third of UK Consumers will Spend Elsewhere If a Brand Falls Short on Customer Service

Nearly a third of Brits will never spend again with businesses which provided bad customer service during the lockdown, according to new research from Infobip. The research from the global cloud communications platform polled 2,000 British consumers to see how businesses...

Online Retail and Take-away Brands are the UK’s Fastest Growing Brands During the Pandemic

Online retail and take-away brands Ocado, Deliveroo and Just Eat are the UK’s fastest growing brands according to the 2020 BrandZ™ Top 75 Most Valuable UK Brands report, launched by WPP and Kantar. Already gathering pace pre-COVID-19, Ocado’s online capabilities and perceptions of...

Reinventing CX Analytics With Alternative Data Sources

Optimising your customer journey is crucial for higher conversions, better engagement, and maximum retention. Around 86 percent of customers have said that they are willing to pay more if offered a better CX. Hence, customer experience analysis is a powerful business...

Harnessing Great Customer Feedback to Help Grow Your Business

  So you’ve worked hard on your customer experience. You think your customers are happy with the service you’ve provided. That’s great! But wouldn’t you rather KNOW that they were happy? Wouldn’t you rather everyone knew? There are plenty of options...

Announcement: Brand New CXM Website and An Exciting Surprise!

After a year of hard work and dedication, CXM is proud to announce the launch of a new website on 6 October, in honour of celebrating the International CX Day. Founded in 2012, CXM has been a resource of industry news,...