Category: Customer Experience

CXM Interview: Customer Experience Driving Business Strategy

CXM editor-in-chief Marija Pavlović talks to Iain Shorthose – customer experience director of international support services and construction group Interserve – about how customer experience is driving his company’s future strategy. CXM: Hello Iain, can you please by explaining to our...

CXM Interview: How to Prepare for the Market Shockwave

Within our interview series, we had a pleasure of talking to Shane Cragun, co-author of Reinvention: Accelerating Results in the Age of Disruption with Kate Sweetman. We discussed market trends and challenges of keeping track with the disruptive practices. Thank you...

How to Integrate SMS into Your Customer Service

It’s the summer time, so thousands of people are preparing to embark on their holidays. From the travel industry’s perspective, this is the peak time for managing customer enquiries and therefore the emphasis on delivering appropriate and timely service is...

Print’s Not Dead, It Just Needs to Be More Intelligent

Print Direct Mail (PDM) is often thought of as the grandfather of customer communications. In the world of ever-more sophisticated digital marketing, many have come to view it as a waste of money and effort. However, new research from the...

Customer Olympics 2016: Harness a Summer of Sport with Boosting Promotions

For sporting fans, the summer of 2016 truly is a glorious time, from annual events such as Wimbledon, the rugby union summer series, Tour de France and cricket one-day events through to the Olympics and UEFA Euro championships. Marcus Ardeman...

EX Driving CX: Who Is Driving Your Customer Experience?

Customer Experience Magazine is proud to be organizing its first event, the conference ‘EX Driving CX’ that will be held on September 15th at Metro Bank Head Office in London. The theme of this one-day event will be placing employee experience and engagement at the...

An interview with Julie Cottineau: nurturing trust

With our monthly theme covering relevant CX literature, we talked with Julie Cottineau, a branding expert, about her recently published book Twist: How Fresh Perspectives Build Breakthrough Brands and relevant trends in branding and customer experience. Julie, it’s lovely to have...

Meet Generation CX — The Customer Experience Movement

Being marked as “the new marketing”, customer experience is becoming a focal point of the business development today. However, there is a growing need for having a consensus about what customer experience truly is. [youtube https://www.youtube.com/watch?v=Pw8HmDML_KM?feature=oembed&w=640&h=360] This video is one of the...

Meeting the Needs of the Omnichannel Shopper for Black Friday Success

Badged as the “July Black Friday”, the recent Amazon Prime Day not only brought revenue success for the ecommerce giant. It also reinforced the value of one-off bumper shopping days and seasonal events for retailers. Of course, none have been...

How Brands Are Making Fitness Attainable This Summer

Understanding what motivates people to get fit and engage with sports products is a constant challenge for brands. For some, walking a mile each day will be an accomplishment, while for others, completing a half-marathon every year will be their...