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Could this year’s be the busiest Black Friday ever?

The cost of living crisis is hitting the UK hard. 77% of the population have reported that they are worried about rising costs. With Black Friday on the horizon, retailers have already spent weeks calculating the best deals they can offer....

Solving the CX challenges keeping decision makers up at night

Amid rising living costs, economic uncertainty and global recession, customer service has become the key differentiator for success. To gain vital margins, more brands are placing a greater focus on improving the customer experience (CX). This can increase profitability by up to 2% and...

iCXA 2022 – Premium gathering of the world’s top CX professionals

The 2022 edition of ICXA ™ (International Customer Experience Awards), held live online, both for the finals and Awards Ceremony, had more than 90 companies across nearly 200 presentations. The ceremony was broadcast live from a TV studio in Belgrade,...

Are you prepared for Consumer Duty?

Consumer Duty is about to land. It’s going to signify changes for every organisation governed by financial regulations. The changes are purposefully motivated and well-intended. If executed successfully, they will shift business thinking. This will create outcomes focused through the customer’s lens.How you orchestrate your business...

This week in CX: Black Friday weekend predictions, Mindshare & Meta

Happy Black Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at statistics of where consumers will spend their paycheck this Black Friday weekend, the ‘Finding Good’ report, and Meta’s new 3D advertisement.We also have the...

Online feedback for your retail CX programme is invaluable

We know the value of customer feedback. It assists business growth, identifies areas of weaknesses, and what’s working well. And that’s just scratching the surface. On November 30th 2022 10am GMT, CXM have the honour to host a free online webinar...

Are pseudo metrics taking over and driving CX strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in unaligned digital experiences, but also damage your brand loyalty. Simply put, metrics are the building blocks to design your strategy....

CX in real estate: reinvent the VoC programme for international recognition

Imagine owning and managing a diverse portfolio of commercial properties. Those spanning office, laboratory, retail and coworking spaces. Just as the Covid pandemic hits, it brings with it the greatest change in working practices for decades. This includes working properties being...

This week in CX: retail in focus; Zoom & Optimizely

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at retail reports ahead of the shopping season and which fashion retailers provide the best CX. Zoom have also launched their first Contact...

Which social media marketing trends will shape CX in 2023?

2022 saw many changes in social trends and CX. From TikTok taking over, to the Metaverse finally taking off. Social media marketing already looks very different to what it did just a few short years ago. 2023 looks set to have...