Category: Customer Experience

Pride Month in Business: an interview with Melissa Tilling

Today, we have an incredibly special interview with Melissa Tilling: the CEO and founder of Charitable Travel. Melissa is such a significant figure in both the business world and LGBTQ+ community. Her travel company is also the first and only...

5 business books that will shift your perspective on leadership

Over the past months, we have been discovering books that might bring us some fresh ideas on becoming an even more connected, efficient, and aligned team. Out of the many publications we dwelled on, this has been whittled down to...

Path to Purchase: Is your content delivering the best customer experience?

The need states Content is about fulfilling needs. I don’t just mean need fulfilment in the form of a purchase. Along the decision journey towards purchase, the customer will experience a variety of need states that lead them from touchpoint to...

Join a conversation on winning CX strategies with Reputation, Greene King, and Ipsos

The CXM team are glad to announce that we will be hosting an innovative, exciting new webinar in partnership with Greene King, Ipsos and Reputation. This dynamic virtual event will explore the importance of Online Reputation Management and Customer Experience...

Winners announced for Turkey CXA’22: setting the example for all

The second edition of the Turkey Customer Experience Awards, organised by Awards International, announced the winners for this year’s programme.  It was a successful year for leading companies in Turkey, with the best of the best being shortlisted for the finals....

Hear me out: top five CX podcasts of 2022 (part 2)

The passion for doing right for users, employees, and the planet motivates CX leaders to constantly expand their interests and apply proven methodologies for solving wicked problems. Our insights and readership show us that the CX community is eager to...

Gig customer experience: top 10 takeaways from the 2022 report

McKinsey recently called gig customer experience (GigCX) an “on-demand revolution in customer-experience operations.” This was a breakthrough moment for the GigCX world, and relayed how it continues to make steady inroads into the mainstream of CX operations.  This was certainly apparent...

Trust is your most important weapon to fight inflation

As inflation hits, good CX is paramount for consumer businesses. Our research* shows that 49% of people already say the increasing cost of living is impacting them or making them concerned. Across the board shoppers are reconsidering their discretionary spending and where...

What strategy to use to promote your online store

According to Statista data, the UK has the largest online shopping market in 25 countries in Europe in 2021.  At the pandemic’s beginning, many businesses felt a dire need for an online presence, since there was now no way to sell...

McKinsey’s latest research finds that a third of UK consumers see a lengthy economic recession 

Consumer pessimism about the UK’s economic recovery hit an all-time high in April 2022. Nearly 35% of UK consumers say they believe the economy will show regression or fall into a lengthy economic recession. This lack of confidence in the UK’s...