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Behavioural analytics: preventing sky-high basket abandonment rates

Basket abandonment costs UK retailers billions of pounds each year – attracting a plethora of solutions that have hitherto struggled to dent the problem. In 2018, Barclaycard estimated the cost at £18bn and the figure is only likely to have...

Turning your employees into organizational culture and brand ambassadors

Employees have the power to be a company’s best supporters or its worst detractors. You’ve likely read positive posts from employees on LinkedIn celebrating their company’s values, commitment to diversity and inclusion. However, you’ve surely also noticed when employees share negative reviews and experiences on sites like...

What’s on your customer’s shopping list this CX-mas?

It’s been another tumultuous time for the UK in the lead up to Christmas. Predicted delivery delays, staff, shortages, and last-minute tightening of covid restrictions have all played their part in driving a change to how we have shopped this...

Entries open for the CXMStars™ of the year 2022!

Customer Experience Magazine is delighted to announce the CXMStars™ for 2022 selection is now open for entries. ? This is the third year we organise the CXM nominations to celebrate the CXM Top 50 CXM Stars across the globe.  We couldn’t be more excited to invite you to submit entries or...

Why tax could have a huge impact on cross-border customer experience?

Craig Reed, General Manager of Cross-Border at Avalara, discusses some of the ways cross-border tax compliance could impact customer experience over the festive period and how retailers can avoid it happening. According to eMarketer, global e-commerce had a record year in 2020 by growing 26%...

The first-ever US Customer Experience Awards are open for entries

Our colleagues from Awards International are unstoppable on their mission of hosting the largest, and most impactful CX Awards on the planet. This time, they surprised us by announcing the first-ever US Customer Experience Awards.The Customer Experience Magazine team is here to support our...

Only 26% of the content UK customers currently receive from brands is relevant

New research commissioned by Treasure Data reveals that only 26% of the content UK consumers currently receive from brands is relevant, and just 35% say that the content makes them click through.  Of the 2,000 adults surveyed, young people aged 18-34 were most likely...

CXM Stars

Welcome to CXM’s Top CX Stars nomination form. In this year’s edition, we need your help to nominate* someone you deem worthy of this achievement.  The CXM’s Top CX Stars will rank top 50 CX professionals and top 50 CX influencers,...

Gartner’s new research: 75% of customers will call customer support due to loneliness

After almost two years of isolation due to lockdown, many of us ended up being burned out, anxious, or lonely. Empathy, human connection, and quality relationships are righteously the buzzwords in the modern business world. The time has come to...

Forrester predictions for 2022: prioritizing privacy and sustainability in CX

Every year, Forrester publishes prediction reports and shares the biggest trends for the year ahead. To do that, we analyze customer expectations, market dynamics, new technologies and innovations. For 2022, we expect that European brands will look to their customer experience (CX) teams to help them navigate through the lingering effects of the continuing pandemic. According to our research,...