Author: CXM Editorial

 CXM’s top 10 articles on thoughtful CX leadership

What is your definition of a leader? Taking responsibility for translating a vision into action and providing people with conditions to do what they do best is a privilege. However, many leaders misunderstand and misuse the term leadership for a...

4 ways to boost productivity & employee happiness at work

Employee satisfaction is one of the most important factors in managing a successful, profitable organisation. Employees that are happy and engaged are more likely to be productive, have fewer sick days, and promote business innovation. When employees are happy, committed,...

This week in CX: UK retail has surged by 57%; plus news from Genesys & Sigma Connected

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the latest research out there. This includes insights into how UK retail figures have declined, Sigma Connected have found that organisations are still...

Using text/SMS messages and AI assistance to retain iGaming customers

Most iGaming companies are familiar with the competitive nature of competition and the fickle nature of players. While a good marketing and retention strategy incorporating the paradigms of ESG – Environmental, Social, and Governance – would better solidify the customer...

 CX Lore 2022 top interviews with some of the leading industry voices

The CX field is evolving and transforming as we embrace the power of technology in understanding people’s behaviours. This can be overwhelming if you are a total stranger in this field. One must grasp everything from observational research, UX, expectation...

This week in CX: hybrid working is gaining more support, Amazon employee cuts & Qualtrics survey

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. And welcome to the first news coverage report of 2023!  This week, we’re looking at new data that is supporting hybrid working. This includes evidence of a Tuesday-to-Thursday work...

‘Errors of judgement, not intent’: how AI can help human error in the workplace

Human error is exactly as it says on the tin. We are all capable of making mistakes as no one is perfect and can act without flaws. The same is also true in the workplace. Though, these mistakes can be...

The leadership of kindness must be BAU in 2023

Out of the trauma of the last two to three years, a trend has emerged. Organisations are now leaning into kindness and empathy. But we may have been neglecting these as business priorities in the years gone by.  Our increased vulnerability as people, whether in the...

Understanding signals from customers beyond the surveys: interview with Bill Staikos   

Last week, we had the honour of hosting an interview with Bill Staikos, Senior Vice President, Evangelist & Head of Community Engagement at Medallia. He has more than 25 years’ experience driving customer and employee experience excellence, and proven expertise...

Introducing CXM’s 10 most read contributors in 2022 

It’s the most wonderful time of the year. A month when we celebrate CXM’s contributors, CX&EX professionals, practitioners, and enthusiasts. But who are they? The contributors of Customer Experience Magazine are deep thinkers, explorers, analysts, narrative curators and the core part...