Archives

Mr Employee Experience: Anything’s Possible with DRP

Ben Whitter is known as Mr Employee Experience in business circles, and his role as a global Employee Experience (EX) leader brings him into contact with many companies keen to improve how they accommodate their most important resource – their...

Who are you?: The Questions That Need Answered for Marketing Success

If you are starting out with a new business venture, or even if you are well-established, then before you begin to look into digital marketing you must ask yourself the question: ‘Who are we?’ This is a question that should be...

Revitalising Trust in Marketing

Consumer trust in social media platforms and advertising is at an all-time low. At the same time, influencer and celebrity endorsement are reportedly reaching saturation.  As a result, Trust Marketing, a concept which originated fourteen years ago at MIT, is...

Only Connected Organisations can Deliver Quality CX

With most executives now aware that the Customer Experience is a key differentiator in today’s marketplace, organisations are increasingly making this area a strategic priority. However, only companies that enjoy seamless internal communications will be able to deliver the level of...

Ask Ian: Making Customer Personalisation Simple

Customer Experience specialist Ian Golding, author of new book Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  To ask Ian a question on...

Turn Customers and Staff into Brand Ambassadors and Enhance Digital Experience

Like every other area of technology, social media continues to evolve on an almost permanent basis. In a post-GDPR and post Cambridge Analytica world, where algorithms completely govern what users see online and uber-influencers control the purchasing decisions of millions,...

Back to IoT Basics: Automating Outcomes to Improve CX

The application of IoT (Internet of Things) is booming, with new use cases arising near enough daily, but contrary to its growth, the sector risks inertia if businesses lose sight of the key objectives digitisation was founded upon – improving...

Ryanair: The Battle for the Leisure Traveller

On the face of it, the airline industry is in rude health, but a raft of brands now compete for customer’s attention, spend and data – from traditional high street travel agents, to aggregator sites, to airlines. To claim a greater...

What an Experience: Judge Recalls Awards Extravaganza

Paul Corke is the Leadership Development Manager at credit firm MBNA, and was a judge at the recent 2018 UK Employee Experience Awards. Here he tells CXM about his judging experience…  I have worked in the financial services sector for over...

Omnichannel Customer Engagement: The Business Value

The benefits of an effective omnichannel customer communications programme can be enormous. However, without a clear strategy, businesses may end up ploughing resources into campaigns that aren’t going to deliver the results they need. It is therefore important that organisations assess...