Author: CXM Editorial

‘Tis the season to reward staff

With Christmas just around the corner, the festive season provides businesses with the perfect opportunity to reward staff for their hard work throughout the year. As the feeling of giving is maximised at this time of year, Christmas provides companies with...

Shared parental leave comes into force

From 1 December 2014, the new regime of Shared Parental Leave is due to come into force in the UK. Shared Parental Leave is a new right that will enable eligible mothers, fathers, partners and adopters to choose how to share...

Nixxis, call centre software, joins the International Saas community!

The call centre market has still gained ground in the UK and Nixxis, professional software publisher specialized in call/contact centre and customer interaction solutions, aspires to gain more market share. The customer excellence is at the heart of today’s preoccupations. With topics like imperatives of flow...

How leaders walk the CX talk

Leaders play a key part in creating the company culture. They are role models, and their actions are followed closely. When leaders show how they put customer topics on their own agenda, they...

5 successful CRM planning aspects every business should consider

By Bianca Dowling, CRM planning manager, Occam – a St Ives Group company As a driver of long-term business strategy and ROI, CRM (customer relationship management) is climbing up the corporate agenda. Just as with other aspects of data strategy, however,...

How can retailers cater to mum this Christmas?

Earlier this year, research by advertising agency Saatchi & Saatchi in partnership with Mumsnet found that less than 20% of mums relate to the advertising targeted towards them. That’s obviously a concerning statistic for an industry which spends £1.9bn every...

Customer Journey Mapping: The Foundation of Strategic Customer Experience Programmes

Customer journey mapping (CJM) has risen to the top of the agenda for those on the front line of customer experience. The concept of mapping how customers move through different touchpoints of a business is not new, and has, in...

‘Why do you ask?’

Customer insight that can drive change. I’m a sucker for surveys, since becoming an insight professional I’ll do anyone’s about anything just to see what’s going on and to see if I can be delighted by some new thinking. Recently, having...

Whether intentional or not, every business already has a “customer experience”

The question is have you designed this experience or is it just happening? There are many frameworks that exist, we have used one time and time again and have seen the benefits in many organisations. The framework we deploy has four...

A case of serious gaming

Much is made of ‘gamification’ particularly regarding digital communication. We are virtually overloaded with apps and it’s still proving a powerful route to market for brands looking to create connections, build loyalty and attract increasingly younger and digitally savvy consumers. Today,...