Archives

How technology helps us reimagine the travel booking experience

In the first ten months of 2020, the Covid-19 pandemic cost the tourism industry $935 billion in revenue worldwide. Despite having no control over the global crisis, travel operators are forced to think creatively about the field they can impact and...

Live chat security and privacy: How to ensure both for supreme CX

There’s no question that companies need to be able to quickly answer customer support requests. One study from HubSpot showed that 90% of customers rated an immediate response (where “immediate” is defined as less than ten minutes) as important or...

Customer experience excellence: five marketing practices you need to know

This article was written in collaboration between Amanda Riches, Senior Director of Professional Services at Medallia and Zoe Cooper, Senior Director of Marketing Operations, Europe, NTT Ltd. Every company around the world will agree that happy customers make...

CX transformation: How to recognize opportunities for change

In this article, our CX star Rebecca Brown explores how to recognize the need for CX transformation. In her unique way, Rebecca will question your beliefs and motivate you to take impactful actions. I’m a firm believer that a consistently...

Communication with customers: Five essential factors

Have you ever observed communication with customers as an outsider? If yes, you are aware of the enormous impact communication has on the overall business performance.Effective communication is doubtlessly at the centre of a memorable customer experience. If a company...

Customer ethnography: the power of small and big data combined

By supporting researchers to gather in-depth people stories, customer ethnography became a game-changer in the CX industry. This method allows brands to have a peek into candid customer experiences and design meaningful solutions.As a cultural anthropologist, I believe there’s no...

Webinar on the increasing need for speed in customer service

To help businesses explore new demands in the CS industry and prepare for growth, CXM is hosting an insightful webinar in collaboration with Freshworks.They analyzed 107 million support interactions to uncover the elements crucial for delightful customer service. Speed emerged...

Gulf Customer Experience Awards in 2022

The seventh edition of the Gulf Customer Experience Awards is now open for entries! Companies from the UAE, Saudi Arabia, Bahrain, Kuwait, Oman and Qatar will have the chance to showcase their outstanding business initiatives and earn recognition for the...

Metaverse: the new CX universe

We all know a company’s brand is about so much more than what is on the website. In reality, it’s about how customers experience the company within every interaction, both online and offline. While most of us are thinking of...

Is there are a gap between your corporate purpose and action?

‘Ultimately, purpose is the engine of long-term profitability.’Larry Fink, CEO, BlackRockOver the past two years, the CXM team was regularly reporting on the importance of purpose and value in business. The impact of trust-building in the CX industry finally came...