Archives

Your top 50 CXMStars™ of 2023 have been chosen!

As always, the process of choosing the top rankings for CXMStars™ is not a simple task. Luckily, this year, we had the great help of our esteemed judging panel. Now, their scores, along with the voting results are in. It’s...

This week in CX: the next advancements in AI; plus Google & Alida

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the latest moves from Meta, Google’s new step to make XR tools available to all, and a new update in the cryptocurrency world.Key...

How can a facilitator ensure a great customer journey mapping workshop?

In a 2019 survey, the Nielsen Norman Group found that journey mapping was the third-most popular activity for UX professionals. While it is one of the most used methods in CX, it also can be daunting.Running a successful customer journey...

Create impactful experiences in 2023: make immersive CX your edge

Moving into a new year usually always indicates a fresh start with new ideas about how to successfully spend the next 12 months. This is particularly the case in business – especially as we’re in an age of renaissance, moving...

Why retailers can’t stop innovating in the first digital cost-of-living crisis

TikTok has seen an exponential growth of users, and increasing interactions between consumers and brands follow naturally. The platform introduced its new social shopping feature, a game changer in eCommerce that has inspired others to follow suit.But innovation is not something...

Why international success hangs on the strength of market localisation

Consumers can now visit a pan-global marketplace every time they use their smartphone. British companies are recognising the benefits of this new environment. More than four in every five UK businesses with an annual turnover of £1m are currently trading overseas. But while...

Cost-of-living crisis in focus: is it time for a new toolkit?

Emerging from the pandemic and after a sustained period of low inflation, we enter a period of high inflation and a cost-of-living crisis. A crisis that may have the most substantive impact upon society and consumers, thus far. The question is whether orthodox responses are sufficient, or...

Can customer centric scheduling actually work in practice?

Customer centric scheduling is crafted for employees, for the benefit of customers. It’s a typical model to see adopted in retail especially, and other customer-facing roles. At first glance, it might seem like a great idea. But what about the...

This week in CX: customer service insights & inflationary effects on buying; plus Cognizant & Gartner

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the newest research to customer service – including how CS agents are lagging behind, and the average wait times for responses. There’s also...

Get ahead of this year’s trends with the Freshworks CXM webinar

We are delighted to announce that on Wednesday 22nd February 2023, CXM will be hosting a great webinar with Freshworks! Our webinars are never one to miss with a great cohort of incredible speakers sharing their perspectives and insights. And this...