Archives

Digital Transformation: Start with the Customer

Being digital must be more than a simple desire to transform a business from a purely or partially analog concern to one that uses today’s technologies. To become fully digital, leaders must be prepared to turn the business inside out...

Customer Experience 2028: Preparing for the Future

By 2028, the way brands deliver Customer Experience is going to look very different. Support systems, powered by automation and next generation artificial intelligence (AI), will handle repetitive, high volume enquiries, giving consumers the instant, 24-7 customer service they are...

Delivering Digital Excellence

As we approach the finals of the 2018 UK Digital Experience Awards, it’s worth asking what organisations can do to achieve Digital Customer Experience excellence. Already, ‘digital’ permeates virtually every aspect of our personal lives, from social media interactions and online...

Millennials Still Prefer Bricks Over Clicks

The recurring question of whether the high street is dying and clicks have indeed replaced bricks is back in the news with House of Fraser and New Look’s high profile problems – but the largest ever fashion retail survey amongst...

Customer experience centre: Ten ultimate steps

This is the era of the Customer Experience Centre (CEC). The workplace is changing, and with this change comes opportunity for those who can adapt. Traditional ways of working are being replaced with new, digitally powered, more collaborative ones. Those who...

Online Customers: Are you Keeping Yours Happy?

Consumers are increasingly feeling let down by their online shopping experience: our all-client database suggests that 95 percent of people do not follow through with a purchase after they look at a product page. At a time when everyone is...

Caffeine Connections: ‘Wi’ it Matters for Coffee Shop Customers

With an increasingly oversaturated coffee shop market in the UK (22,000 shops at the end of 2016),  how can digital connectivity help retailers to stand out from the competition in order to attract millennials, their key revenue base, who are...

Customer Strategy: The Missing Link

‘Customer strategy’ is one of those terms that, to many strategists, means nothing at all. They will undoubtedly be extremely familiar and confident with defining a ‘business’, ‘growth’, ‘marketing’, ‘digital’, or ‘people’ strategy, but having the word ‘customer’ in front...

Rise of the Stress Shopper

In an era of increased competition and more informed consumer decision making, there’s no denying that Customer Experience now lies at the heart of modern retail. In the pursuit of an ever-improved experience however, retailers and CX professionals must be careful...

The Golden Age of Customer Experience: An Interview with Giovanni Toschi

Giovanni Toschi is the Founder of AI firms Jatana and BotSupply. The Copenhagen-based entrepreneur took time out to talk to CXM about how we are firmly in the middle of the Golden Age of Customer Experience, and where the industry...