Archives

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...

Awards you can Trust!

The UK Customer, Digital, and Employee Experience Awards have received the Gold Standard Awards Trust Mark from the Independent Awards Standards Council. The honour was bestowed on hosts Awards International for their trio of ‘Experience’ awards, along with the UK Complaint...

The Complete Contact Centre Transformation

Delivering consistent and effective customer service is key within any contact centre, but providing exceptional Customer Experience and personalised journeys for individual customers will set you apart from the competition and build lasting relationships. For most companies, transformation of the contact...

Customer Satisfaction in a Data Driven Era

Customer Experience is a potent thing in determining a brand’s success; according to the 2017 Gartner Customer Experience in Marketing Survey, in two years’ time, 81 percent of marketers say they expect to be competing mostly or completely on the...

How the Online Checkout Journey is Changing

Artificial intelligence, biometric authentication, and voice recognition are all starting to seep into our everyday lives. As these advancements mature, they affect the ways we interact with the world. The ways we shop, pay, and communicate are all undergoing changes...

Age of Worry: HR Staff Fear Drop in Productivity due to Generational Shift

A new survey of senior HR professionals  has revealed a number of concerns they are facing, relating to business productivity and employee engagement. The survey by MintCentral, an employee engagement app provider, showed that an ageing UK workforce and increasing numbers...

Discussing the Future of Digital Experience With Syntasa

UK tech firm Syntasa is helping businesses provide tailored digital experiences thanks to the use of sophisticated AI Assisted Customer Analytics. The firm was among many in attendance at the recent Adobe Summit 2018 digital marketing conference in London, and...

Customer Journey Mapping: On the Right Path

If you live in the software-as-a-service (SaaS) world, then you probably understand the gravity of customer retention. Recurring revenue is key to sustaining any SaaS business, which is why it is critical to understand not just how to win customers, but...

Meet the Masters: Sign up now for CXM Masterclasses

As summer heats up, so too does your ability to hone skills in a wide range of areas thanks to Masterclasses offered by CXM. Throughout the second half of 2018, expert-led Masterclasses will train participants to perfect abilities in delivering Customer...