Category: Customer Experience

Are brands adapting to modern customer search methods?

A whopping 82% of businesses believe that consumers will find brands using social media over the next year. Many are relying on social media to promote and sell stock – often directly through certain platforms. Is this the end of traditional search...

 Vibe Martech Fest is coming on July 26 in South Africa

Global marketing and technology experts will take the stage at Vibe Martech Fest to speak about how to best adopt technology solutions to deliver customer-centric strategies in the emerging digital economy. Our team is more than happy to announce the...

How has social media enhanced the customer experience?

Social media has changed the way we interact not just with each other but with businesses too. Businesses that used to be reachable only via a phone call can now be contacted anytime, anywhere, with your smartphone. But just how...

Conducting consumer interviews: your guide to actionable insights  

Consumer interviews are the most powerful method of understanding how a product or service fits around someone’s life. Through interviews, a researcher gets a rare opportunity to observe facial expressions, emotions, and a broader perspective on what value a product...

Capitalising on feedback with conversation intelligence

According to Forrester Research, customers are in a space of survey overload. “We are now sending customers so many surveys that it hurts our CX performance.” Understanding customer feedback is essential if businesses want to improve customer experiences and boost...

From surveys to business impact: how to make the most of CX signals

Surveys are the most common method to obtain feedback. However, surveys alone cannot keep organisations up to date with changing customer behaviours. Traditional surveys capture information about a limited number of touchpoints or interactions and can be restricted in scope....

The lessons, cost, exploitation, and sustainability of fast fashion

In 2023, it’s tricky to avoid fast fashion brands. And that’s either because you’re a customer of theirs, or you have seen their influx of advertising on TV and social media. Common household names of fast fashion retailers currently include Pretty...

Improving donor experiences for charities: easing demand for the third sector

No sooner had charities weathered the impact of the peak-pandemic years, they now find themselves facing another huge challenge. The cost-of-living crisis is hitting us all hard. But could focusing on improving the customer experience that donors receive be the answer?A...

Using emotional engineering to keep your customer invested long-term

Emotional engineering is a fairly simplistic concept, but can have fantastic long-lasting impact. If you want your business functions, design and customer engagement to stand out, you’re in the right starting place to make that happen. Emotional engineering is an...

CXM Review 2023: Call for contributors from Asia and Africa

CXM Review was one of last year’s most significant contributions to the CX media space. In order to thank our contributors, readers, and partners, we must continue setting high standards for CX publishers. And to further say thank you, we...