Category: Customer Experience

CXM’s Top CX Stars: 2021 Edition

The CX Stars list of the UK’s top Customer Experience Professionals and Influencers is returning to CXM for 2021.CX Stars is Customer Experience Magazine’s annual list of the country’s most dedicated CX Professionals who strive to transform businesses and place...

Top Customer Experience Trends in 2021

In this article, find out what are the top customer experience trends in 2021. The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly switch to remote work and further increase their use of digital...

The journey to effortless customer care: digital workflow solutions need to be simple

Operating a business in 2020 is challenging in ways that few of us could ever have predicted. Rarely have we seen change occur with such magnitude or velocity. Customer-demand fluctuations, fractures in supply chains, workforce disruption, and rapidly evolving government...

How to get customer feedback in the COVID-19 world

Throughout this pandemic, businesses have been wondering how to get customer feedback accurately. They are still trying to get a handle on the ‘new normal’ and the shifting needs of their customers. Add to this challenge the clear and present...

Driving rapid innovation in turbulent times (part one)

The global pandemic has rapidly altered the way in which customers interact with brands and brought in the need for innovation in turbulent times. In-person interactions have been largely replaced by digital, telephone, and other contactless interactions. Significantly, instead of...

iCXTrendTalks: Anita Siassions, Founding & Managing Director, ManagingCX

Anita Siassions, Founding & Managing Director at ManagingCX carefully analyses the state of CX in Australia in 2020, as well as the importance of CX leader’s peripheral vision.See the whole presentation and Q&A session below: [youtube https://www.youtube.com/watch?v=iXoy3cx1w3M?feature=oembed&w=640&h=360] ...

iCXTrendTalks: Yusdi Santoso, Head of Customer XM, EMEA, Qualtrics

As part of CXTrendTalks at the 2020 International Customer Experience Awards, Yusdi Santoso, Head of Customer CX, EMEA at Qualtrics focusses on three ways of finding ROI on CX in times of crisis and the transformative power of CX.See the...

Innovation, Flexibility and Teamwork: 3 CX Essentials to Thrive in 2021

As a new year draws closer, now is the time to rethink, reassess, and reimagine the customer experience. Markets continue to be affected by unprecedented challenges and uncertainty, making it critical that businesses not only win back customers but generate...

Salesforce Acquires Slack for $27.7 Billion

Cloud computing giant Salesforce is acquiring workplace chat app Slack, the two companies announced on Tuesday.Salesforce is paying $27.7 billion for Slack, according to the press release. “Under the terms of the agreement, Slack shareholders will receive $26.79 in cash and...

The Value of B2B Customer Experience

You want to increase your customers’ happiness? Great! But how to measure this phenomenon which seems quite difficult to grasp? How to prove the added value in your company’s revenues to make the financial benefits visible? A guide to square...