Two years ago, in October of 2022, Customer Experience Magazine released the first printed and digital magazine focusing on reviewing the past year in CX. Since then, we have committed to bringing you special annual publications. Now, we are proud to present the third edition of CXM Review: CX at the Crossroads.
Our first issue saw us redefining business with ‘The New Era of CX: Tapping into the Unknown‘. Last year, we tackled society’s biggest challenges with ‘Trust: The AI Revolution & Global Polycrisis’. When it came time to sit down and decide on what the 2024 edition of CXM Review should centre on, we realised we were sitting here with the question of “well, what now?”
Brands are still craving customer loyalty to be at the levels they once were. AI is still dominant in our everyday lives. Customer service has taken the biggest hit ever. Employees are stuck between a rock and a hard place (the hard place being in an infuriating return to the office policy). Generational shifts and gaps are more prominent than ever before.CX is at a crossroads.
Or… has it run out of road? And how do we move forward?
What’s inside?
This year, alongside the appointment of our new editor-in-chief, Greg Wilson, and a new content strategy of in-house production, we realised that the best way to summarise this year in CXM Review is to actually look back at those companies who have done it right. Those who have taken home the trophies for their initiatives, that are ahead of the curve and doing what customers need.
The new issue is a tribute to award-winning business case studies, thought leadership pieces, interviews, and more.
Just like last year, we wanted to bring over to CXM Review one of our most beloved and well-received projects – This week in CX. With over 12,000 weekly LinkedIn subscribers, we know it’s become a source of reliable information for our audience, and has been since July 2022. The perfect way to incorporate this in CXM Review was to take some of the most stand-out news pieces from this feature, and create an overview of this year in CX. Have fun travelling back in time and seeing which news stories are still relevant today!
Our well-loved podcast, CX Lore, has also taken on some brilliant guests this year, which of course had to be featured. Enjoy those transcriptions if you missed the episodes!We are also thrilled to include features and do-follow information from this year’s annual sponsors, CallMiner and Zoom. Thank you for being with us in the past year!
Why you need to read the latest CXM Review!
Like the last few years, our concept and core values of CXM Review remain the same. CXM Review serves as an evergreen. A guide to keep saved to refer back to whenever you need it. It’s all-encompassing and exclusive. It’s special, it’s thoughtful, it’s invigorating, and it’s here.
This year’s edition is different and marks the start of a new direction, and we hope you enjoy it as much as we do. We worked hard, our contributors and interviewees have been fantastic, and we are so excited to finally get this out into the world. One of the best parts is that CXM Review is still completely free and accessible for everyone.
You can download your digital copy now.
Thank you so much and happy reading!
Sincerely,
Greg, Jana, Ellie, Sandra, Angelina