Author: CXM Editorial

Making the leap from employee surveys to strategic employee engagement

The concept of measuring the relationship between employees’ attitudes to work and overall business success is not new. A quick search of the web will show that there are examples of industrial leaders measuring (albeit crudely) the impact of employee...

Focus on the Employee Experience to Get a Better Customer Experience—and a Better Bottom Line. Here’s how….

If you are responsible for leading a customer experience effort at your brand, you may have already felt how daunting those first steps are. Everyone wants a clear line of sight to a successful finish—a measurably better customer experience. However,...

How using customer feedback is helping SSP to listen and delight customers across the globe

SSP, the leading operator of food and beverage outlets in travel locations worldwide, are using real-time customer feedback to delight customers and drive the future of their business, thanks to Voice of the Customer specialist eDigitalResearch. Having launched their bespoke eDigitalResearch...

You and yours on social media

Image courtesy of Flickr, Jason Howie A rich and reactive arena, social media has become a ubiquitous presence in recent years, encompassing in its various guises our personal, professional, and digital lives. For businesses, it may seem like an impossible gift:...

A New Digital Age and Creating Value for Customers

Elliot Howard of financial IT leader Sopra Banking Software explains why we need to develop a culture of ‘customer curiosity’ In 1979, innovator Michael Aldrich coined the term ‘online shopping’ – and we’ve been busy buying products and services in cyberspace...

The seven routes to make call routing a success

There is not just one correct routing strategy, and even within a specific company there may be several different routing strategies that can be harmonised to provide the best experience for customers. Call routing can make or break your business....

Why Texting Needs to Be Less Text-based

Switched on companies are racing ahead using the power of visual to drive customer response, says Paul Sweeney of contact centre tech leader VoiceSage When it comes to customer communications, marketing professionals are text focused. That’s fine – but all too...

First Direct voted top for customer service

Great news for bank First Direct after it was crowned the top brand for customer service in the 2014 Which? survey. The survey of 3,600 people looked at the top 100 companies across banking, telecoms, energy, retail and travel, focusing on...

Securing your business in an increasingly complex IT landscape

Russell Horton, COO at Elitetele.com examines the importance of securing your business against threats Security risks to business systems are increasing at a rapid rate and going undetected by even the best IT teams.  As technology grows, businesses are now battling...

The Customer Experience Exchange (18 – 19 November 2014)

Customer Experience Magazine is proud to announce our partnership with The Customer Experience Exchange Europe. Grab your exclusive copy of the Pre Event Report, just released ahead of the 2014 Exchange taking place 18th -19th November at the Hilton Amsterdam, giving...