Archives

Open Banking: The New Risks

Earlier this month, new regulations in retail banking and payments across the EU came into force, allowing thousands of companies that aren’t banks to gain access to financial data and payment accounts. Many experts are predicting a digital revolution in...

Customers Spooked by ‘Ghosting’ Retailers

Being ‘ghosted’ by retailers after making a purchase online is one of the biggest bugbears for UK customers, according to new research. A survey of nearly 3,000 UK consumers by Narvar and YouGov found that ‘ghosting’ – seemingly being abandoned by...

B2B CX Plan: The Essentials

Does your company have a Customer Experience strategy? It should. Customer-savvy companies, especially those in the B2C world, are mapping out their customers’ experience and creating strategies to enhance every interaction, from initial contact to sales and service. However, B2B companies...

Oiling the Wheels: Devising a Friction-Free CX Strategy

Going frictionless – finding and removing pinch-points and problems to create a hassle-free Customer Experience – is likely to figure highly this year for companies wanting to improve the way they engage with customers. If you can do this successfully...

Millennials: Banking with a Tech-Savvy Generation

All banks should be aware of the importance of catering to the needs of the millennial generation, and while many are, there are significant misunderstandings around how to address these new consumers. This tech-savvy cohort is set to dictate the direction...

An Automation Manifesto

Automation has the ability to transform society for the better. Every day I see the powerful impact it can have, revolutionising the way business and everyday tasks are done, saving time, money, and delivering game-changing economics. It will increase productivity,...

Six Skills a Succesful IOT Developer Needs

The Internet of Things (IoT) will continue to transform the digital landscape in 2018. Here CXM presents six skills IoT developers need to be successful in this pioneering field. 1. Ability to work in a team/listen and cooperate The Internet of Things...

Five Trends that will Dominate Digital in 2018

TREND #1 The year of the MVP The MVP (minimal viable product) approach has been around for a while now but we’re expecting to see its adoption accelerate in 2018, becoming the ‘accepted’ way digital is done. So why will this year be...

Artificial Intelligence, the Employee Journey, and the Millennial Dilemma

Today’s employer is facing a 21st Century personnel challenge, one which was almost non-existent for their predecessors. Previous generations held the expectation that an individual would build a professional career within one industry by starting at the bottom of the...

New Partnership Brings Complaint Handling to the Next Level

The firm behind the Customer Experience Awards, Awards International, has joined forces with online complaints platform Resolver  to announce an exciting new partnership which aims to promote effective complaint handling in the UK. Awards International also host the upcoming UK Complaint...