Author: CXM Editorial

How Your Front Line Impacts on your Bottom Line

A critical driver of outstanding customer experiences are engaged employees. Many organisations that top the league tables for customer experience are also in the top 100 companies to work for. It’s not just a great product and customer driven processes...

Time to chat: How to capture value in the next generation of web chat

Dave Pattman, Solutions Director for leading customer experience provider Webhelp UK, argues web chat needs to be done carefully or bad things can happen… As people increasingly prefer the speed and ease of online interaction, web chat has rapidly become a...

Better engaging users with 2-way SMS

As 93% of the UK’s population own a mobile phone and are able to receive text messages, it’s no wonder SMS messaging is one of the most important mobile marketing channels available today. A widespread and far-reaching technology, SMS has...

Emotional banking is the way forward

Duena Blomstrom is an evangelist for FinTech in banking and is passionate about helping banks to connect emotionally with their customers. As Chief Marketing Officer for Meniga (and former Head of Sales) – Europe’s leading personal financial management provider – Duena...

APS Group delivers digital display for Virgin Money

Marketing communications company APS Group has been selected by Virgin Money to deliver digital displays for its latest Customer Lounge, launched in Glasgow in July 2014. Digital screens will be used on windows and in-store to provide customers with information...

Building an effective multi-screen customer engagement strategy

Marije Gould, Vice President of Marketing EMEA, Verint Systems Consumers today are engaging with brands and processing content in more varied ways than ever before, largely due to the “multi-device phenomenon” we have seen developing in recent years. Typically when we watch TV,...

The New Age of Polarised Customer Service

Jeremy Payne, International Group Marketing Director, Enghouse Interactive We are entering a new age of customer service, characterised by a stark generational divide in consumer likes and dislikes. In a survey we recently carried out, which polled the views of more than...

The evolution of social media

The evolution of social media has created a new way for people to communicate, not only with each other, but with organisations and brands. Today’s customers expect to access customer service through social media channels, and organisations worldwide are working...

6 Reasons Why CRM Projects Fail

By Dave Akka, Managing Director, Magic Software Enterprises UK CRM applications promise to increase efficiency between departments, improve cross-sell and up-sell opportunities and enhance customer satisfaction by providing convenient access to customer data throughout customer-related processes. The ideal CRM implementation provides...

Want to raise your NPS? Analyze customer comments for success

NPS is under pressure: as the scores start to tail off, some firms are concluding it is not up to the task of meeting today’s rising customer demands. The response from Safelite AutoGlass, USA’s largest windscreen repairer and a subsidiary...