Author: CXM Editorial Team

CX Online Masterclasses: Learn from Home!

In partnership with world-renowned CX specialist Ian Golding, we have an exciting announcement to make.  Ian will be running a series of Online Masterclasses, giving you CX tips of the highest quality, all from the comfort of your own home!  The two-day...

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Things To Consider When Running a Business in 2020

If you have your own business and you want to keep making it successful then, there are a lot of things that you will need to take into consideration. There are many businesses out there and each trying to be...

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Refresh Your Skills at Freshworks Online Summit

CRM software specialists Freshworks is bringing together a community of experts in Customer Experience and IT solutions for an incredible one-day online summit. The Refresh Connect summit is set to take place on March 12 and will feature speakers from across...

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Adobe Report Links CX Focus to Higher Business Growth

Focusing on Customer Experience directly leads to higher business growth, reveals Adobe’s 2020 Digital Trends.  According to the study, UK brands leading in CX were three times more likely to exceed their 2019 business goals. It was also found that those leading in CX...

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TTEC Announces Pega Partnership for Contact Centre ‘Transformation’

Digital CX technology and services company TTEC has announced a strategic partnership with software firm Pegasystems, Inc, to offer clients “industry-leading digital transformation solutions” to optimise Customer Experience within their contact centres.  With the partnership, Pega’s intelligent automation and customer engagement suite, combined...

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Sure-Fire Tips to Improve Your Customer Experience Today!

Customers are truly the heartbeat of any business – treat them well, and the rest of your business ticks. Treat them otherwise, by failing to satisfy their pain points, and they have no problem bad-mouthing your brand. And guess what –...

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How IBM Brought Live Data to Life at Wimbledon

2019 was a milestone year for IBM, marking its 30th year as official supplier of information technology and consultant to the All England Club and The Championships, Wimbledon. Wimbledon is the long-standing jewel in the crown of IBM’s live projects. Every...

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Challenging the Status Quo: Can Removing Targets Improve Contact Centre Results?

Contact centres have become as synonymous with scripts and targets as meerkats are with price comparison websites. So what happens when you rewrite the rule book and take a completely different approach to customer service? CXM spoke with Caroline King, Director...

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What Next for Retail After Worst Year for Quarter of a Century? Four Experts Discuss

The first annual sales drop since 1995 is a blow to British retail, but it’s only the latest in a series of setbacks. In the past 10 years, high street institutions such as BHS, and Barratts and Maplin have toppled...

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Nine Industry Leaders on Getting to Know Your Customers

Ever since the introduction of the internet, and online shopping in particular, the relationship between customer and vendor has had the potential to become impersonal, distant, and in some cases strained. As consumers find themselves bombarded with marketing emails as...

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Top 10 CX Stars Profiled: Ian Golding & Nick Macfarlane

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 2 in each category. Nick Macfarlane of Sky is today’s featured Professional, and our Influencer is Ian Golding. We welcome feedback on our...

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How to Nail your Digital Interview

Some say there has never been a better time to be searching for employment. It is true that the whole process has significantly improved, especially with the growth of technology and the internet. Plus, long gone are the days when...

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Boost Business Performance Through Employee Experience With Free E-Book

A new e-book on successfully implementing tried-and-tested Employee Experience initiatives is available for free from the World Employee Experience Institute (WEEI). Ben Whitter is the founder of the WEEI, and the world’s foremost expert on Employee Experience. Successfully leading the Employee Experience...

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CXM Book Shelf: The Customer Catalyst by Adlard & Bausor – Exclusive Excerpt

A new book by Daniel Bausor and Chris Adlard explores how businesses are adapting to growth in the age of customer centricity. The Customer Catalyst: How to Drive Sustainable Business Growth in the Customer Economy is available now, published by Wiley. In this...

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CX Measurement: How Advances can Curb Performance Problems

Earlier this month, Ian Golding, Founder of the Customer Experience Consultancy and leader of the CX Professional Masterclass, joined Peter Dorrington, Director of Analytics at TTEC, at a CXPA & TTEC Breakfast Workshop. Participants explored concerning data highlighted by Forrester, which...

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UK Employees Want Legal Requirement to Protect Workforce from Bots

Most UK employees anticipate a positive impact from artificial intelligence (AI) in the workplace, a new report from Genesys has revealed. The global leader in omnichannel Customer Experience and contact centre solutions studied the evolving relationship between employees and technology in the workplace. They...

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Free Webinar: The Future of Midsize Call Centres in the Digital Age

An upcoming webinar will shine a light on how midsize call centres can adapt and thrive in the digital era, with expert advice from Genesys and Frost & Sullivan. Hosted by Customer Experience Magazine, the free webinar will take place on...

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Compliance and Customer Experience: Not a Zero Sum Game

Businesses in regulated markets don’t have to choose between satisfying their customers and regulators, because compliance and CX isn’t a zero sum game. Yet with the right tools and focus, they can do both. Customer expectations are perhaps higher than ever. Conditioned...

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Freshsuccess Software From Freshworks Available in New Year

Customer engagement software firm Freshworks Inc has announced its Freshsuccess customer success management software, delivering an integrated customer view for marketing, sales, support, and success professionals. From January 2020, all go-to-market teams can leverage unified, holistic data of both accounts...

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Diversity & Inclusion: The Keys to Improved Customer Contact

In the world of customer contact, the nurturing of a diverse and inclusive culture not only creates a team that reflects the market it is serving, but it generates an environment where people can bring their whole selves to work...

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