Category: Customer Experience

Top Tips for Hiring the Right Team to Deliver the Best Possible Customer Experience

Building the right team to deliver the standard of care you expect your customers to receive can be challenging. There are lots of elements that are required to achieve success, from establishing companywide values to guide decisions, to empowering your...

An Interview with 2021’s Top CX Stars Professional, Simon Johnson

I had the absolute pleasure of speaking with this year’s highly deserving Top CX Stars Professional, Simon Johnson. Simon is General Manager for UK & Ireland for Freshworks, a company providing organisations of all sizes with SaaS customer engagement solutions.Simon...

Customer Experience Trends in 2021

CXM Editor Debbie Walton had the pleasure of chatting to Simon Johnson from Freshworks, CXM’s winner of this year’s CX Stars Top 100 Professionals, about customer experience trends in 2021.For information on Freshdesk’s product offering, please click here.What 2021 holds...

To go from bad CX to good CX, it’s time for organisations to ‘Think different’

CX has seen a major shift away from product-centricity into customer-centricity, as befits the new, consumer-enabled digital world – especially true today.A poorly implemented CX initiative is often worse for both customer and business than having no CX initiative at...

7 Ways to Improve Customer Experience with Email Marketing

A happy customer is a loyal customer.And loyal customers are important. In fact, the chances of selling to an existing customer are between 60-70%. Which drops to a mere 5-20% for new customers.But what is the key to keeping customers...

Giving Compliments

In Dale Carnegie’s book How to Win Friends and Influence People, he talks about giving compliments as being like leaving beacons of light. The world is a very small place and before you know it, you’ll do a full circle...

Accelerating Customer Service: Streamlining Businesses for the Subscription Economy

The impacts of COVID-19 won’t be temporary. Customer experience as we know it is coming to an end. But luckily, we can all learn from the changes to come.   Over the next year, we will shift further from a physical...

Can CX learn from volunteering during the Covid-19 Pandemic?

According to recent research, engagement with volunteering has increased in younger people whilst decreasing in over 55s. This is most likely driven by the need to self-isolate and the more vulnerable needing to shield. Whilst I have experienced a general...

Voice of the Customer Tools for SMEs and Small Corporates

Regardless of the clear value of customer feedback, few businesses have people with the skills and the time to analyse it, draw conclusions, initiate action and monitor the results. Even huge corporations with data scientists invest in a Voice of...

A 3-step guide to giving your customer service agents more autonomy

It’s no secret that 2020 was a tough year for customer service agents. Increased workloads, heightened customer expectations, a global shift to remote work. Unfortunately, most of these challenges have spilt over to 2021, as more and more companies realise...