Archives

Harnessing positive friction: an interview with Forrester’s analyst Joana de Quintanilha

A week ago, our team hosted a CX roundtable titled CXM time machine. One of the guest speakers was Forrester’s VP Principal Analyst Joana de Quintanilha. During the talk, she introduced us to her interesting career path and shared glimpses...

Would not recommend – the scariest words a CX professional can hear

Net Promoter Score has been one of the central topics in conversations between CX professionals for years now. If you regularly read CXM, you know we published many articles on this subject, both from positive and negative points of view. Whether...

How to develop a customer-first mindset?

The CXM team gathered many articles on the importance of CX in today’s world. With this comprehensive guide, we further develop that initiative by providing expert tips on developing a customer-first mindset. Following the economical and societal uncertainty, most brands now...

Is TikTok the next big thing in 2022 social media marketing?

What social media trends should companies have on their radar as they move into the new year? Which platforms should marketers use to stay competitive and relevant? Hubspot, a leading customer relationship management platform, in collaboration with Talkwalker, published the Social...

What is customer journey management?

After exploring the topic of the customer value journey, it’s time to take into account the process of measuring, tracking, and optimising the provided experiences. Customer journey management is an approach to delivering seamless experiences to your customers across all...

Spotify sustainability report: why you should give it a read

Spotify, one of the world’s largest music streaming service providers, continues to be a great reference for professionals talking about CX initiatives. In general, customer experience in the digital space became a burning topic over the past two years, with the technology...

Your guide to the customer value journey

Following the initiative to cover CX basics in a series of articles, CXM talked a lot about the topic of the customer journey in the last couple of months. Today, we further explore the subject and give more details on...

What are the essential brand value chain stages?

In the last couple of months, CXM welcomed new team members to redefine itself and create a true CX community from the insight out. During several meetings where we discussed our mission and vision, we gave a lot of thought...

Travelling through time with Joana de Quintanilha and Maurice van der Heijden

In October this year, Customer Experience Magazine celebrates its 10th anniversary. Our team went busy hosting the month of festivity. Autumn turned out to be an eventful season for us, and we embraced it with the greatest joy and creativity. Along...

Five ways to use and promote inclusive language in CX

Are you creating inclusive experiences for your customers? Many companies aren’t. At Forrester, we recently published research on inclusive language in CX. Let me be the voice of users and demonstrate the frustration that the lack of inclusive language can...