Archives

Play the game: how gamification can boost customer engagement?

According to the IPC report released in January this year, the 2021 peak holiday season promises an impressive show. With ever-changing customer requirements, not every brand will be able to answer adequately on emerging digital demands and delight their users...

How has Dreams used tech to drive CX?

With a boom in demand for its customer service team, Dreams needed technology that would empower its agents to deliver personable, personalised and memorable customer interactions. Dreams’ CEO and Head of Customer Services share how they use technology to drive...

Unlocking the potential of API-driven services

Without the digital capabilities which we all relied on during the pandemic, the effects of COVID-19 on many businesses would have certainly been far more detrimental. Yet beyond the standard online tools and services, there is a huge opportunity for...

International Customer Experience Awards 2021: the biggest ICX awards ever organized

What a week for the Awards International team! With 120 companies and 130 judges from 50 countries, the International Customer Experience Awards has been one of the biggest CX awards ever hosted! Moreover, this is the first time Awards International...

Supply chain crisis: no Christmas presents this year?

The UK’s ongoing supply chain crisis, with both Brexit and COVID related issues, has resulted in an extremely unwelcome vortex of challenges for the retail sector. This has spared unsurprising concern from consumers and suppliers alike. Warnings of disruption from sector leaders at various points across the supply chain, whether from retailers or shipping executives, has been met...

CXM and Capita are hosting a webinar about the need to simplify digital self-service

CXM is delighted to announce that we will be hosting a webinar in partnership with Capita, a consulting, transformation, and digital services business. The main topic is the urgent need to simplify digital self-service and create proactive strategies that sustain...

Four reasons why experience should be the core of any ESG strategy (part 2)

Some of my most recent conversations with executives have revealed that ESG initiatives are among their top priorities. In this two-part series for Customer Experience Magazine, I’m exploring the role experience management leaders can play in bringing ESG strategies to...

A picture’s worth a thousand purchases: Two-thirds of shoppers prefer real customer photos from brands over professional shots

Over half (51%) of global consumers agree social media influences purchases, and 65% find the availability of previous customer photos on social media and websites essential in their purchase decisionResearch from Bazaarvoice, the leading provider of product reviews and user-generated content...

Four reasons why experience should be the core of any ESG strategy (part 1)

We are living through a period of heightened awareness about some of the biggest challenges of our time. People across the globe care increasingly about issues such as climate change, inclusion, and product accessibility.Unsurprisingly, most of the executives I’ve spoken...

Human or Machine: will AI change the trajectory of content writing?

Drafting engaging articles takes exceptional writing skills, critical thinking, research, and empathy. As a team dedicated to creating quality content, we see writing as an explorative process based on human experiences and emotions no machine could understand or reproduce. However,...