Category: Customer Experience

Four reasons why experience should be the core of any ESG strategy (part 2)

Some of my most recent conversations with executives have revealed that ESG initiatives are among their top priorities. In this two-part series for Customer Experience Magazine, I’m exploring the role experience management leaders can play in bringing ESG strategies to...

A picture’s worth a thousand purchases: Two-thirds of shoppers prefer real customer photos from brands over professional shots

Over half (51%) of global consumers agree social media influences purchases, and 65% find the availability of previous customer photos on social media and websites essential in their purchase decisionResearch from Bazaarvoice, the leading provider of product reviews and user-generated content...

Four reasons why experience should be the core of any ESG strategy (part 1)

We are living through a period of heightened awareness about some of the biggest challenges of our time. People across the globe care increasingly about issues such as climate change, inclusion, and product accessibility.Unsurprisingly, most of the executives I’ve spoken...

Three pillars of truly effective multilingual customer support

Have you ever felt disoriented while shopping in a foreign country? If so, you know how confusing that can be. Now, imagine you’re the merchant and you’ve got a customer who doesn’t speak English. How hard can it be for...

Reasons to apply for the Gulf Customer Experience Awards 2022

There is no doubt the Gulf region is becoming a key player in the CX further development. With investments pouring into the emerging need for seamless digital services, maintaining a high-quality customer experience is taking its priority. It comes as...

Elevate your 2021 Christmas marketing strategies with these four trends

As we head into the Christmas shopping season, brands and agencies are looking to create strategies to reach consumers, generate awareness, and beat out the competition. While this task may seem simple, the shopping ecosystem is complex and can be...

Harnessing positive friction: an interview with Forrester’s analyst Joana de Quintanilha

A week ago, our team hosted a CX roundtable titled CXM time machine. One of the guest speakers was Forrester’s VP Principal Analyst Joana de Quintanilha. During the talk, she introduced us to her interesting career path and shared glimpses...

Would not recommend – the scariest words a CX professional can hear

Net Promoter Score has been one of the central topics in conversations between CX professionals for years now. If you regularly read CXM, you know we published many articles on this subject, both from positive and negative points of view. Whether...

How to develop a customer-first mindset?

The CXM team gathered many articles on the importance of CX in today’s world. With this comprehensive guide, we further develop that initiative by providing expert tips on developing a customer-first mindset. Following the economical and societal uncertainty, most brands now...

What is customer journey management?

After exploring the topic of the customer value journey, it’s time to take into account the process of measuring, tracking, and optimising the provided experiences. Customer journey management is an approach to delivering seamless experiences to your customers across all...