Author: CXM Editorial Team

Customer Expectations Amidst Growing Digital Competency

There is no doubt that the world we live in is becoming increasingly digital. This is certainly seen in the workplace, where innovations such as the internet, email and video conferencing are part of daily life. From understanding the benefits...

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CXPA Marks 10 Years of Nurturing Results Through CX

As organizations seek to ensure success, an increasing number are adopting customer experience as the cornerstone of sustainable return on their investments of time and money. With interest in customer experience on the rise, the Customer Experience Professionals Association (CXPA),...

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Why Running a Smooth Affiliate Programme Involves Customer Satisfaction

In today’s competitive business world, marketing is of paramount importance for any business to thrive. There are numerous marketing strategies that you can use to create brand awareness and promote your product or service. Affiliate marketing is one of these...

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Karamba Casino – A Customer Experience Case Study

Karamba Casino is among the oldest sites in the iGaming sector, having been around since 2005. The casino offers both casino games and sports betting, catering to the needs of different players on one website.  That said, it is a fully...

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CXM’s Top CX Stars 2021: Have Your Say

With the new year fast approaching, the CX Stars panel is preparing to reveal its shortlist of the UK’s Top Influencers and Professionals for 2021. Customer Experience Magazine will be publishing a countdown of the Top 50 CX Influencers in January,...

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Consumer Experience Has a New Look, Embracing It is Vital for 2021 Success

After a year of constant global disruption, consumer experience hasn’t completely changed shape — but it is looking distinctly different. As rolling lockdowns have limited real-world connection, technology’s role in brand interaction and purchasing has grown exponentially; sparking record levels...

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TTEC’s AI Voted Disruptive Technology of the Year 2020

TTEC, a leading global Customer Experience as a Service (CXaaS) partner for many of the world’s most iconic and disruptive brands, has had its RealPlay™ AI-powered training technology named Disruptive Technology of the Year 2020 by Customer Contact Week. TTEC’s revolutionary...

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AIB Expands CX Programme with Medallia

Medallia, Inc., the global leader in experience management, announced that AIB, one of the largest commercial banks in Ireland, is expanding its customer experience programme with Medallia. AIB is boosting its customer experience measurement programme by leveraging Medallia’s digital measurement solution...

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Genesys Names New CFO to Propel Cloud Business Forward

Genesys, the global leader in cloud customer experience and contact centre solutions, announced Brian Swartz as its new chief financial officer (CFO). Swartz brings more than 20 years of experience driving strategy and business performance at both public and private companies as well as...

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UK Retailers Lead the Way in Omnichannel Marketing, Have Yet to Utilise the Full Potential

New data collected from an omnichannel marketing automation platform, dotdigital, reveals the UK leads the way in omnichannel marketing, as 31 percent is scored by UK retailers against key success market, compared to the global benchmark of just 18 percent. Despite...

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ContactEngine Listed as a Sample Vendor in Gartner Hype Cycle for Customer Service and Support Technologies 2020

ContactEngine, a leading provider of proactive conversational AI and a UKCXA Winner, has announced that it has been identified as a Sample Vendor in the Gartner Hype Cycle for Customer Service and Support Technologies, 2020 report. ContactEngine was recognised in the...

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Medallia Launches Service Experience Quickstart for ServiceNow

Medallia, the global leader in experience management, today announced Service Experience Quickstart for ServiceNow Customer Service Management (CSM) enabling companies to capture customer service experience feedback in real time and take intelligent action to optimise those experiences in-the-moment in ServiceNow CSM. The pre-configured...

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Shoppers Unlikely to Swarm Stores This Black Friday amid COVID Fears

New data from analytics company Contentsquare reveals that the startling 91 percent of UK shoppers are highly unlikely to visit physical stories on the upcoming Black Friday. The research, which surveyed over 1,000 UK shoppers found that over a third of...

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TTEC Announces New EMEA CX Service for Volkswagen Group UK

New centre is set to transform customer experience and drive improved loyalty, retention and advocacy TTEC, a worldwide leading digital customer experience (CX) technology and services company has today announced its new CX service centre for Volkswagen Group UK, which includes...

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Aim For the Stars: Take a Peek at CX Excellence

“An excellent and well-constructed entry that showed that the business truly understands the benefits of putting the customer first.” “A strong submission with supporting evidence of how the culture has joined up two parts of the business around the customer.” “Fabulous presentation...

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ContactEngine Inc. Board Welcomes Michael Beckley and Tarita Miller

A proactive conversational AI technology used by large corporations across industries, ContactEngine Inc. announced on 15 July the appointment of two new board members, Michael Beckley and Tarita Miller. Both Beckley and Miller have a proven track record in the technology...

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CX: Not a Project, But an Evolution

It’s needless to say that the pandemic has changed everything: every corner of our lives has been affected in one way or the other. The life as we see it is unlikely to return to how it was before and...

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New Research Reveals a Boost in Email Engagement Over the Last Five Years

Newly published research by the Data & Marketing Association (DMA) and Pure360 reveals an overall improvement in email engagement over a five-year period. Among the metrics measured, click-to-open rates have risen by 12 percent on average since 2015 while email delivery...

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Free Webinar: Building Trust and Permission with Remote Teams

An upcoming webinar will discuss the importance of trust in organisations and different ways of adapting to the current climate with reinvented leadership styles. Hosted by Awards International in partnership with BlueSky and Capita, the free webinar will take place on...

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Bringing Home the Bacon: Bespoke Mail Order Butchery for the Modern Age

Scotland-based butcher Donald Russell has been a highly successful mail order butchery service for almost half a century, supplying specialist grass-fed beef and lamb as well as top-quality frozen produce to consumers and leading restaurants across the UK. Their reputation...

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