Customer Experience

The importance of communication in the experience economy

A gifting trend has arisen in the early 21st century: experiences in lieu of physical presents. In “the experience economy,” the new generation of consumers with disposable income focuses on experiences over materials, memories over tangibility. This consumer may still be wooed...

Creating and measuring impact in CX: the four key indicators

CX requires collective and collaborative effort. But unless you understand all the internal and external drivers influencing CX, it will be much harder to create a company culture that places CX at the heart of everything.  Fortunately, everyone nominated in the...

What can performance metrics reveal about customer standards?

Measurable data, we know, is crucial. In particular, tracking performance metrics is a great way to access valuable information into your business. And many factors play into organisational performance too.  To help us understand, Zendesk have released a new whitepaper into...

How Vitality used Voice of the Customer to drive organisational success

Listening to customers can be beneficial in any circumstance. But in a rapidly-changing or tumultuous economic environment, it is of critical importance. Customers are more selective with brands than ever before. Now, they aren’t afraid to jump ship if they...

Customer calls are the moments that matter

The global call intelligence and speech analytics platform, Infinity, conducted a survey into customer call experiences. Out of 2000 UK consumers surveyed, nearly half (46%) have been disappointed with brand calls over the last 6 months. What’s the impact of negative...

Could this year’s be the busiest Black Friday ever?

The cost of living crisis is hitting the UK hard. 77% of the population have reported that they are worried about rising costs. With Black Friday on the horizon, retailers have already spent weeks calculating the best deals they can offer....

Solving the CX challenges keeping decision makers up at night

Amid rising living costs, economic uncertainty and global recession, customer service has become the key differentiator for success. To gain vital margins, more brands are placing a greater focus on improving the customer experience (CX). This can increase profitability by up to 2% and...

iCXA 2022 – Premium gathering of the world’s top CX professionals

The 2022 edition of ICXA ™ (International Customer Experience Awards), held live online, both for the finals and Awards Ceremony, had more than 90 companies across nearly 200 presentations. The ceremony was broadcast live from a TV studio in Belgrade,...

Are you prepared for Consumer Duty?

Consumer Duty is about to land. It’s going to signify changes for every organisation governed by financial regulations.  The changes are purposefully motivated and well-intended. If executed successfully, they will shift business thinking. This will create outcomes focused through the customer’s lens. How you orchestrate your business...

Online feedback for your retail CX programme is invaluable

We know the value of customer feedback. It assists business growth, identifies areas of weaknesses, and what’s working well. And that’s just scratching the surface.  On November 30th 2022 10am GMT, CXM have the honour to host a free online webinar...

Are pseudo metrics taking over and driving CX strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in unaligned digital experiences, but also damage your brand loyalty.  Simply put, metrics are the building blocks to design your strategy....

CX in real estate: reinvent the VoC programme for international recognition

Imagine owning and managing a diverse portfolio of commercial properties. Those spanning office, laboratory, retail and coworking spaces. Just as the Covid pandemic hits, it brings with it the greatest change in working practices for decades. This includes working properties being...