Archives

Comparative usability testing can drastically improve your user experience

Testing your interfaces before they go live is imperative for success. Comparative usability testing is just another tool to guarantee everything runs smoothly during the user experience. There are multiple tests that you can run – all with many benefits...

The new value proposition to support customers during the cost-of-living crisis

With the increased prices on energy, food and mortgages/rent, we are all focused on value and getting the most from what we can afford. For all income groups, making ends meet and reducing outgoings will remain priorities this year.All income level households are suffering with financesEnergy bills are due to rise...

Why should CX practitioners care for wicked problems: interview with Ian Stokol

Wicked problems are typically described as complex social and cultural problems. It’s those that are not easy to solve and, in most cases, will negatively impact some other indirectly linked challenges. Horst Rittel was among the first people to formalise...

This week in CX: new research into digital experiences and solutions; plus Medallia & Forrester

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at solutions to expedite digital expertise, research into attitudes towards digital experiences, and research into how businesses are adapted to hybrid working. Plus, we...

What are you doing to improve your customer service efficiency?

A recent survey by Accenture found that 52% of consumers have switched providers due to poor customer service alone. If the service a customer receives is long-winded and tedious, they’re 96% more likely to break their brand loyalty. These are staggering...

Announcing the CXMStars™ judging panel and scoring process!

With CXMStars™ 2023 well underway and the nominations ending next week, it’s time for us to announce the scoring process. This is an integral part of the competition, and will better help you understand exactly what goes into deciding the winners. Also,...

The 5 trends driving CX tech innovation

Managing the customer experience is challenging and complex. There are multiple channels to manoeuvre; data and functional silos to bridge; and CX tech to orchestrate. Customers and employees are as fickle as they are demanding. Innovation can stall when day-to-day pressures...

Customer success competency model: how to ensure a customer-centric team

A customer success competency model probably sounds more complex than it really is. When broken down, it’s really simple to understand and implement within your business. At the heart of it, though, it’s a necessity to factor into your strategies...

How to create an effective first-party strategy in 2023

Today’s customers demand seamless, fluid brand interactions. Salesforce recently found that marketers’ number one priority is improving the use of tools and technologies to build relationships across the customer lifecycle.Marketers are increasingly adapting strategies and tactics to redefine customer interactions. 71% agree that...

Time to choose your CXMStars™ winners! Voting now open

This year’s initiatives have been excellent. All entrants have done an incredible job. It was not easy to narrow down all nominees to just 50 finalists. But we’ve done it!The top 25 for each category has been shortlisted. However, this...