Author: CXM Editorial

Entries open for the CXMStars™ of the year 2022!

Customer Experience Magazine is delighted to announce the CXMStars™ for 2022 selection is now open for entries. ? This is the third year we organise the CXM nominations to celebrate the CXM Top 50 CXM Stars across the globe.  We couldn’t be more excited to invite you to submit entries or...

The first-ever US Customer Experience Awards are open for entries

Our colleagues from Awards International are unstoppable on their mission of hosting the largest, and most impactful CX Awards on the planet. This time, they surprised us by announcing the first-ever US Customer Experience Awards. The Customer Experience Magazine team is here to support our...

Only 26% of the content UK customers currently receive from brands is relevant

New research commissioned by Treasure Data reveals that only 26% of the content UK consumers currently receive from brands is relevant, and just 35% say that the content makes them click through.   Of the 2,000 adults surveyed, young people aged 18-34 were most likely...

Gartner’s new research: 75% of customers will call customer support due to loneliness

After almost two years of isolation due to lockdown, many of us ended up being burned out, anxious, or lonely. Empathy, human connection, and quality relationships are righteously the buzzwords in the modern business world. The time has come to...

Are ESG efforts more about the bottom line than about businesses impact on the world?

According to research released this week by NAVEX Global®, only 25% of consumers believe businesses are primarily motivated to undertake environmental, social and governance (ESG) initiatives to make a positive difference to the world. Moreover, 55% of businesses agree it’s more about the bottom line than...

Technology for humans, not technology or humans: an interview Aimie Chapple

In the last couple of years, we’ve witnessed the acceleration of AI-powered solutions in contact centres. Most of the leaders see this as an opportunity to support contact agents in solving complex issues. Last week, we met with Aimie Chapple, Chief...

Netcall’s latest research: 50% of leaders worry they will fail to engage with customers

The latest research by Netcall, a leading provider of customer engagement solutions, in collaboration with Davies, a professional services and technology business, reveals some interesting results. This paper uncovers both drivers and obstacles of further CX transformation. As a team dedicated...

Gartner’s latest research: 64% of customer service leaders will focus on business growth in 2022

Last week, Gartner published the results of their survey on customer service support priorities for 2022. According to the research, 64% of customer service and support leaders named ‘grow the business’ as their most critical priority in the upcoming year. Besides...

How has Dreams used tech to drive CX?

With a boom in demand for its customer service team, Dreams needed technology that would empower its agents to deliver personable, personalised and memorable customer interactions. Dreams’ CEO and Head of Customer Services share how they use technology to drive...

International Customer Experience Awards 2021: the biggest ICX awards ever organized

What a week for the Awards International team! With 120 companies and 130 judges from 50 countries, the International Customer Experience Awards has been one of the biggest CX awards ever hosted! Moreover, this is the first time Awards International...