Author: CXM Editorial

Customer Experience: Where Will 2019 Take Us?

UK Customer Experience Award winner Feefo has revealed its top five CX predictions for 2019. The firm is a leader in reviews and customer insight technology, and last year won Silver in the Best use of Insight & Feedback – Solution or...

Five key Aspects of Service Design

This article is co-authored by Amjid Rasool, Head of Service Design at Tesco Bank, and Paul-Jervis Heath, Founder of Modern Human.      In 2017, we embarked on a redesign of how the bank handled complaints. From the work we identified what we...

Future-Proof Your Customer Experience in 2019

A study conducted this year by Accenture found that two-thirds of large companies currently face high levels of industry disruption. We’ve already seen supporting evidence for this finding: Toys R Us, Homebase, Maplin and Mothercare all went into administration in...

Report Reveals ‘Changing E-Commerce Preferences’ of Customers

Part of the reason why it’s so exciting to work in e-commerce is because it’s an ever-evolving industry. Technology is always advancing in leaps and bounds – and with it, users’ relationships to the internet and their mobile devices. This,...

The Five Habits of Highly Effective CX Professionals

There are five key habits that successful CX professionals have in common, according to the newly published State of Customer Experience 2018 report. The study is one of the most comprehensive global surveys of CX practitioners and was carried out by Confirmit in...

Passenger Experience Preparing for Take-Off

Travel experiences are among the most memorable we have, but too often we remember airports for the wrong reasons. Now a leading interior design expert is urging airport operators to change that by learning from the hospitality industry. Chris Radcliffe, head of...

AI to to Deliver More Personalised Digital Experiences by 2020

UK brands are adopting Artificial Intelligence (AI) as they race to make sense of customer data and deliver more relevant, personalised experiences, while staying on the right side of GDPR, according to new findings. Adobe research, to be published in a...

Staff Motivation: Money isn’t Always the Answer

There is an article on PeopleHR.com that will give a manager food for thought. Despite the scrapping of nursing bursaries, student nurses in the NHS  are still motivated to stay within the profession. In the 2017 NHS staff survey, the staff was...

Service Providers Missing a Critical Digital Transformation Opportunity

Although service providers are moving at record pace to innovate, a significant engagement channel – the bill – is often overlooked in their digital transformation strategies. That is the findings of a study commissioned by billing and communications software provider BriteBill,...

Virgin Trains on Track for Customer Communications with new Chat Service

Virgin Trains has partnered with Vodafone and OpenMarket to become the first company in the world to roll out the latest RCS-based ‘Chat’ service as a customer communications channel on a commercial basis. Hailed as ‘Text Messaging 2.0’, ‘Chat’ transforms...