Category: Customer Experience

Emdad Choudhury on the Future of Customer Experience and the Importance of Awards

Customer Experience is everywhere – involved in our lives on a daily basis. More often than not, when you think of Customer Experience or customer service, you think of a person that was willing to help you and left you...

Why Hyper-Personalisation Demands a Fair Value Exchange

Retailers today face an interesting challenge – and competitive opportunity – brought on by the growing customer demand for personalised products, recommendations, and experiences. To successfully achieve this personalisation, the delivery process for brands involves a necessary exchange, one that...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee, and Digital Experience in Three Minutes… Abu Dhabi to phase out disposable plastics by 2021 A new environmental policy announced by the Environment Agency of Abu Dhabi (EAD) targets single-use plastics such as cups,...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes… Emirates announce deep clean of aircraft to tackle coronavirus spread Emirates has incorporated new disinfecting measures in response to the coronavirus outbreak. The airline has implemented increased cleaning efforts...

CXM Snippets: Three Stories in Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes… Apple advise staff to stay home during virus outbreak Apple is advising staff to work remotely during the coronavirus crisis. Apple CEO Tim Cook sent out a note to...

Successful CRM Strategies and Organisational Behaviour Management

This article is co-authored by Edwin Best (below left), founder of The Best CRM, and Joost Kerkhofs (right), an entrepreneur and author specialising in Organisational Behavior Management (OBM), and the co-founder of OBM Dynamics, which offers globally recognised certification in OBM...

Pre-empting Consumer Intent With a Truly Customer-Centric Approach

Customer-centricity has been the CX and marketing industry promise of the past decade. It has been hailed as the crucial ingredient to generating lasting loyalty because it is a fundamental shift in the way businesses view their customers, and indeed how...

CXM Snippets: Three Stories, Three Minutes

Three stories from the world of Customer, Employee and Digital Experience in Three Minutes… Emirates NBD cuts tariffs on SmartTrade platform Gulf Customer Experience Awards winner Emirates NBD is reducing bank tariffs for transactions made over their smart platform Dubai’s biggest bank has...

Contact Centre Superheroes Need Saving Too

Anyone who has worked in the complaint handling industry will tell you that like any job, there are good and bad days. What isn’t like most other jobs is the emotional weight placed on a complaint handler when they have...

Lush Offers Free Hand Washing as Businesses Urged to Follow Suit in Coronavirus Outbreak

UK cosmetics chain Lush is inviting people to wash their hands in their stores even if they are not shopping, to help hinder the spread of coronavirus. The move comes amid calls for an increase in public hand washing stations, with...