Customer Experience

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. This video is...

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...

CXM Interview: Personalized Customer Experience Never Gets Out of Fashion

Within our series of CXM interview, our Editor-in-Chief, Marija Pavlović, talked with Dressipi co-founders, Sarah McVittie and Donna North about their interesting personalisation solution for the fashion industry. CXM: Dear ladies, thank you for your time. Can you first explain to...

Your Customer Advocacy Program Is on the Verge of Complete Disruption

B2B Marketing Summit, held in June, gathered some industry leaders around a number of relevant B2B and CX topics. Customer Experience Magazine was their media partner, and now we are presenting you an interesting article from two of their speakers...

Pokémon Go – The Augmented Customer Experience

If you are not playing it as we speak, you must have at least heard about one of the most interesting digital phenomena of our time – the augmented reality game, Pokémon Go. Pokémon Go, apparently one of the most popular...

Video: Seasonal Marketing – The Customer’s Perspective

Seasonal activities dominate our marketing calendars and rightly so. Valentine’s Day alone is estimated to have tempted us Brits to spend £980m in 2016* – making it obvious why retailers are so keen to use key dates as the hooks...

Brexit: Despite the Warnings of Experts, Britain Voted to Leave the European Union

Republished from BBC.com Prime Minister David Cameron is to step down by October after the UK voted to leave the European Union. Mr Cameron made the announcement in a statement outside Downing Street after the final result was announced. He said...

Explained in Video: How Would Brexit Affect You?

The UK referendum is only one day away, and the polls show there is an almost equal number of people on the opposing sides. If you want to go to the basics of the EU, BBC prepared some useful info about...

Seven steps to achieving great customer service

Customer service. What a positive and optimistic-sounding phrase – who could take exception to that? But the reality is far less pleasing. Commonly associated with frustration, seemingly never-ending phone calls, sad and monotonous on-hold theme tunes and endless episodes of...

The Feedback Economy – a £3.2bn Opportunity for the UK Hospitality & Leisure Industry

By improving how customer feedback is used, the UK hospitality & leisure industry could boost the UK economy by £3.2bn over the course of the next decade Managing customer feedback will become increasingly important. 59% of consumers say that online feedback...