Category: Customer Experience

The Dawn of True Personalisation

We are in a world that looks very different from how anyone might have expected it to 12 months ago. Many of the ways in which retailers and brands would previously have sought to engage with consumers aren’t possible anymore...

Book Review: Customer What? The Honest and Practical Guide to Customer Experience

 The truth is, truly customer-centric organisations do not put customers first. They put employees first.This is according to global Customer Experience Specialist and Certified Customer Experience Professional (CCXP), Ian Golding in his first book ‘Customer What? The honest and practical...

Why You Should Be Looking at People, NOT Customer Experience

Customers & Colleagues Are….. PeopleSo, what I am talking about here is the growth of purpose led, or the need for emotional engagement in, brands/products/services etc…. which should be:Of absolutely no surprise to anyoneA really great basic for us all...

CXDay Spotlight: Interview With QASSS

Another company CXM had the opportunity to speak with and share their story on CXDay is QASSS. Apart from complaint management, risk mitigation and other services they provide, QASSS have also won a Gold and Bronze Award at the 2020...

Refresh Your Skills at Freshworks Virtual Conference

CRM software specialist Freshworks is organising Refresh 2020, a virtual global conference gathering a community of experts in CX and IT.The virtual conference is set to launch on 28 October, starting at 9 am, regardless of the chosen region. The...

CXDay Spotlight: Interview With Faran Niaz

Faran Niaz is a global CX professional with a proven track record in the banking and financial industry. Faran is an accomplished Customer Experience, Digital Transformation & Change Management Expert, as well as a CX Judge, Trainer and speaker on...

CXDay Spotlight: Interview With Rachel Williams

As a part of CXM campaign for CXDay, we had the opportunity to speak with CX professionals, small and large businesses to share their story and spread the word about their greatest achievements and milestones in CX. In the first...

Customer Experience or Customer Engagement: What’s the Difference and How Do You Truly Engage?

Customer experience is traditionally focussed on flexing what you do to meet customer expectations. Achieving a great customer experience and maintaining it, needs ongoing focus and visibility of: Strong employee engagement with customer vision & strategy embedded into the DNA of the...

Human Customer Service Is A Major Opportunity For Customer Experience

With digital transformation and unexpected events such as the current pandemic, customer service calls’ volume keep increasing. Companies that get caught into obsessing on costs invest in strategies that will back-fire and miss out the major opportunity that human customer...

Third of UK Consumers will Spend Elsewhere If a Brand Falls Short on Customer Service

Nearly a third of Brits will never spend again with businesses which provided bad customer service during the lockdown, according to new research from Infobip. The research from the global cloud communications platform polled 2,000 British consumers to see how businesses...