Author: CXM Editorial

This week in CX: customer service at breaking point

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the rise in digital wallets, the huge shift in the world of marketing, and how customer service is at a breaking point.Key newsThe...

The top recommended books to get you started in the CX world

Getting into CX and knowing where to start is no easy feat. It’s a complex, multi-layered world with a lot to know. At the start, it can seem overwhelming. Without the right directions, you may feel lost on how to...

Introducing the first Editorial Advisory Board at CXM

Customer Experience Magazine is pleased to announce the formation of its first Editorial Advisory Board (EAB). The EAB is formed to support the editorial team in preparing the 2023 CXM Review coverage.We plan to expand the editorial advisory board’s roles...

This week in CX: social media may be responsible for shopping scams

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at online shopping scams and how social media is assisting in this; consumer issues with communication from their bank; and what marketers think of...

The human element in a digital world: balancing tech and personal touch in customer experience

In the rapidly evolving digital landscape, businesses are continually exploring ways to elevate their customer experience (CX). The advent of innovative technologies, artificial intelligence, and data analytics have undoubtedly transformed the way brands interact with their customers. However, amidst this...

This week in CX: staff wellbeing is tied to business growth

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at consumer attitudes to small businesses’ customer service advantages, and how staff wellbeing is impacting business growth when neglected.Key newsMeta has completed its customer service...

This week in CX: which generations are struggling with paying the bills?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the generational differences in affordability in the cost of living crisis, as well as what SMBs are planning with AI. We also have...

CX Leadership Roundtable: preparing customer service teams for AI and automation

Join us for an insightful discussion on how AI-based conversational messaging revolutionises the customer experience and how your brand can prepare. Discover the digital capabilities required to leverage this technology effectively and stay ahead in the race for customer service...

Creating and measuring value of service: the healthcare industry perspective with Leslie Pagel

The healthcare industry across the world has entered an era of vulnerability. We are facing staff shortages, a cost of living crisis, and general anxiety among workers and patients. Maintaining a high standard of service has become increasingly challenging. However, there...

Developing high-quality payment solutions during tech evolution: an interview with Delia Pedersoli

The fintech industry has undergone significant changes in the past three years due to technological advancements. This trend will only continue with the acceleration of generative AI that is expected to change consumer ownership and control over the payment services. Many...