Customer Experience

Who is the new ‘Workday Consumer’?

Advertisers pride themselves on knowing their customers. But what happens when their customer is suddenly not where they expected?   As work and school shifted online during early stages of the pandemic, advertisers had faced this exact scenario and were initially slow...

How I earned a CCXP certification: my top tips

When I applied for the CCXP certification, I had already been working hands-on in CX management for five years. This meant that I had an abundance of practical experience; but I was facing some serious gaps in theory. It was...

The 2023 Edition of the Gulf Customer Experience Awards: Open for Entries

Awards International is proud to announce the start of the Gulf Customer Experience Awards ’23: a premium awards programme celebrating top results and achievements in CX. As of July 4th, the eighth edition of GCXA will be officially accepting entries. Organisations...

How diversity, equality, inclusion and sustainability can supercharge your business transformation

We appear to be living in a period of continuous disruption. Global economic progress is faltering, driven by a combination of factors: the continued uncertainty caused by the COVID-19 pandemic; climate change; conflict; supply chain disruptions; shifts in international trade;...

New research into brands using data for personalisation

Customers expect personalisation during every brand interaction. However, they don’t trust brands to keep their personal data secure and to use it responsibly. This is the dilemma companies everywhere are currently facing, according to new data from Twilio.  The third annual State of Personalisation Report 2022 is based on two...

Winners Announced for European Customer Experience Awards ’22

The inaugural edition of the European Customer Experience Awards, organised by Awards International, announced the winners for this year’s programme. The first edition of European CXA® brought together leading businesses across Europe to share remarkable achievements in customer experience. Top...

Time to Emphasise Real-Time CX Metrics

Nine out of 10 business leaders say being able to better measure customer experience (CX) would make it easier for their organisation to deliver growth. According to Harvard Business Review Analytic Services, 40% say one of their greatest measurement challenges...

Four key elements of Starbucks’ customer personalisation strategy

The most recent Cheetah Digital 2022 Digital Consumer Trends Index survey found that 74% of global consumers want brands to treat them as individuals. Therefore, personalisation is a critical factor for companies to consider as the economy points to more...

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...