Category: Customer Experience

Why do customers lie and how to deal with the issue

It’s not rare for companies to lie to customers. At some point, we have all been in situations where free products were not quite free, or services came with hidden terms and conditions. Such an approach to customer communication decreases...

Customer experience excellence: five marketing practices you need to know

This article was written in collaboration between Amanda Riches, Senior Director of Professional Services at Medallia and Zoe Cooper, Senior Director of Marketing Operations, Europe, NTT Ltd. Every company around the world will agree that happy customers make...

CX transformation: How to recognize opportunities for change

In this article, our CX star Rebecca Brown explores how to recognize the need for CX transformation. In her unique way, Rebecca will question your beliefs and motivate you to take impactful actions. I’m a firm believer that a consistently...

Communication with customers: Five essential factors

Have you ever observed communication with customers as an outsider? If yes, you are aware of the enormous impact communication has on the overall business performance. Effective communication is doubtlessly at the centre of a memorable customer experience. If a company...

Customer ethnography: the power of small and big data combined

By supporting researchers to gather in-depth people stories, customer ethnography became a game-changer in the CX industry. This method allows brands to have a peek into candid customer experiences and design meaningful solutions. As a cultural anthropologist, I believe there’s no...

Webinar on the increasing need for speed in customer service

To help businesses explore new demands in the CS industry and prepare for growth, CXM is hosting an insightful webinar in collaboration with Freshworks. They analyzed 107 million support interactions to uncover the elements crucial for delightful customer service. Speed emerged...

Gulf Customer Experience Awards in 2022

The seventh edition of the Gulf Customer Experience Awards is now open for entries! Companies from the UAE, Saudi Arabia, Bahrain, Kuwait, Oman and Qatar will have the chance to showcase their outstanding business initiatives and earn recognition for the...

Customer experience in real estate: An interview with Charlotte Crawley

What is the current status of customer experience in real estate? Although the property industry has a direct impact on people’s lives, CX hasn’t traditionally been in its focus. In recent years, however, we have seen a noticeable development of...

Customer Experience Consultant: The 2022 Career Guide

Do you wish to become a Customer Experience Consultant but don’t know where to start? Analytical thinking and innovation are expected to be the top skills in 2025, which means Customer Experience Consultants will have loads of job opportunities. If...

What does the conscious consumer want in 2021?

As society begins to reopen, retailers and brands must be cautious not to lose sight of the legacies of lockdown. One of the most notable is the new ‘conscious consumer’. After the pandemic, we became more aware of the impact...