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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...

4 steps to better manage your customer data

Poor data quality can have a negative impact on your business. It can make reporting time-consuming and inaccurate, skew decision making, and make the integration of new business systems and software more challenging, to name just a few unwanted side...

What do contact centre agents have to say about their wellbeing in 2021?

In line with the celebration of the Customer Service Week in 2021, the CXM team received much information about the current status and trends in the world of CX. We decided to share with you some of the most intriguing...

Three ways to create personalized experiences for Gen Z

When it comes to customer experience, the newest generation of users is set to disrupt the status quo. Defined as anyone born after 1996, Generation Z has different brand expectations, including a ruthless quest for truth, and is poised to...

What is the 5G impact on the retail industry?

The rollout of 5G has the potential to transform the retail industry by ushering in a new era of connectivity and experience. Its advancements should alleviate many of the challenges that retailers have endured during the pandemic. By dramatically accelerating the speed of...

It’s time to challenge the monopoly and start a customer-focused revolution in e-commerce

It’s a given that the pandemic has been good for the tech giants. The entire GAFAM group, Google, Apple, Facebook, Amazon, and Microsoft have seen profits continue to surge. Apple, Alphabet and Microsoft made $57bn of profits in the last...

What can customers expect from last-mile delivery over the next five years?

Research shows that online shopping has increased considerably over the last 18 months. According to Statista, in February 2021, 75% of people were shopping online more than in March 2020 pre-pandemic. Demand has risen and so have consumers’ expectations of...

Building a business case for digital accessibility

At least one billion people around the world have a disability or impairment that impacts their digital experience. In the UK, this translates to four in ten UK households having at least one person with accessibility needs. With that in...

Building a greener future with Gulf Sustainability Awards 2021

This year was special for the professionals in the GCC region because they got a chance to enjoy the live Gulf Sustainability Awards 2021! For the first time in 18 months, the Awards Finals and Ceremony were held in person...