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Future proof your business with purpose-driven strategy

One of the many functions of boards is to review strategy proposals. However, many board members are not sure how to evaluate what is presented to them, and those who are writing strategies are not confident in how they should...

Three-quarters of customer-facing workers are heading to imminent burnout 

MaxContact calls on the industry to make 2022 the year of the agent and rebalance employee well being with customer satisfaction.  Workers in customer-facing roles across the UK are facing burnout after months of being overworked and underappreciated, with no prospect of career...

Chattermill’s new report: customer support trends in 2022

This year for the first time Chattermill, a unified customer intelligence platform, surveyed 339 customer-focused business leaders from the US, Oceania, South America and Europe with the intention to better understand key trends in customer experience (CX) for the upcoming...

Global supply chain crisis forcing customers to buy local, global SOTI research finds 

More than half (52%) of global consumers said they are less likely to order an item that requires shipping from overseas than they were a year ago. A third (36%) said that if delivery or pick up of an item...

7 years of Awards International in Serbia: what does it take to build a successful business?

Awards International DOO, a company dedicated to running successful business awards programmes, celebrates its 7h anniversary this year. Customer Experience Magazine (CXM) interviews two of the leaders about Awards international’s business journey which has spanned over a decade now. We’re the...

Avoid management burnout with agile practices

It is no secret that burnout has infiltrated our workforce. Surely you have encountered this state of numbing exhaustion, after a period of excessive and prolonged pressure. Sound familiar? In fact, experts say that management burnout has reached record levels....

The end of traditional customer surveys: what’s coming next?

Even before the pandemic, increased demand for personalised customer experiences had companies feeling pressured to meet customers’ expectations. They were scrambling to define and deliver exceptional CX. Leaders continue to strategise and anticipate evolving customer expectations to elevate the future of CX....

Growing with purpose: the winning business strategy 2024

One of the most common mistakes in creating a strategy is to think that documenting “business as usual” (BAU) activities is, or can be, a strategy. Unfortunately, this is a common mistake in organisations in most sectors, whether commercial, government or the third sector....

The recipe for CX success in 2022

As we kick off a new year, CX teams are still grappling with the fallout from the pandemic and its implications for consumer behaviour and customer interactions.  There are likely to be more bumps in the road ahead but as businesses map out their strategies for customer success in 2022, there are some fundamental...

Deloitte’s predictions 2022: annual global marketing trends report

Following a year and a half of upheaval across the business landscape, the future of marketing and customer experience holds a lot of unknowns. To gain a better understanding of how brands can thrive in an increasingly complex world, Deloitte...