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Avoid management burnout with agile practices

It is no secret that burnout has infiltrated our workforce. Surely you have encountered this state of numbing exhaustion, after a period of excessive and prolonged pressure. Sound familiar? In fact, experts say that management burnout has reached record levels....

The end of traditional customer surveys: what’s coming next?

Even before the pandemic, increased demand for personalised customer experiences had companies feeling pressured to meet customers’ expectations. They were scrambling to define and deliver exceptional CX. Leaders continue to strategise and anticipate evolving customer expectations to elevate the future of CX....

Growing with purpose: the winning business strategy 2024

One of the most common mistakes in creating a strategy is to think that documenting “business as usual” (BAU) activities is, or can be, a strategy. Unfortunately, this is a common mistake in organisations in most sectors, whether commercial, government or the third sector....

The recipe for CX success in 2022

As we kick off a new year, CX teams are still grappling with the fallout from the pandemic and its implications for consumer behaviour and customer interactions.  There are likely to be more bumps in the road ahead but as businesses map out their strategies for customer success in 2022, there are some fundamental...

Deloitte’s predictions 2022: annual global marketing trends report

Following a year and a half of upheaval across the business landscape, the future of marketing and customer experience holds a lot of unknowns. To gain a better understanding of how brands can thrive in an increasingly complex world, Deloitte...

Should you build a hybrid working model in 2022?

It would be fair to say that business leaders have faced more questions than they had answers for over the past 18 months. While at the time this might have felt like chaos, the pandemic opened our eyes to a...

Proactive customers service will make the contact centres of the future

The “new normal” has changed the relationship between businesses and customers, elevating the importance of customer service. If at the beginning of the COVID-19 pandemic it felt as though many businesses had literally taken the phone off the hook, it now appears brands have begun to realise their contact centres are at the heart of their relationship...

CXM’s most popular articles in 2021

Following one of the most challenging years, 2021 has put leaders in front of a complex puzzle they are still trying to figure out. For our team, this is the tenth year that we’re grappling with hot business topics by researching, interviewing, writing, and monitoring the changes in the CX world.  Together with our contributors, we published over 200 articles addressing some of the...

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...