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Gaining and Retaining Customers in 2021

Part 1: Measuring Your Success Just when we thought we could see the light at the end of the dark and scary Coronavirus tunnel, the goal posts have been shifted again with the implementation of another national lockdown. With morale low...

Why Customer Service Staff Still Matter in an Online World

We often hear that we are living in the fourth industrial revolution and many of us wonder what exactly this means. While it may seem extreme to some, when we analyse the new technologies that are now starting to fuse...

CX-iness – What Is It and How Do You Get It? part 2

 “Love is like a rubber ball. You can drop it a few times before it loses its bounce. Trust, on the other hand, is like a glass ball…” – AnonEngaging your customers with CX-iness depends on how well you orchestrate...

CXM’s Top CX Stars 2021: Have Your Say

With the new year fast approaching, the CX Stars panel is preparing to reveal its shortlist of the UK’s Top Influencers and Professionals for 2021.Customer Experience Magazine will be publishing a countdown of the Top 50 CX Influencers in January,...

Hey Big Spender: Using data to connect customers to brands

Online retailers today are facing unprecedented challenges and opportunities. To start, today’s consumers are more tech-savvy and less brand loyal than previous generations. Millennials and Generation Z have serious spending power, and retailers can’t afford to ignore the needs of...

Gulf Customer Experience Awards 2021: Finalists Revealed

The finalists for the 2021 Gulf Customer Experience Awards have been revealed, with brands including Virgin Mobile UAE, Abu Dhabi Commercial Bank, and HSBC among those set to compete for victory at the event in February.The annual gathering is the...

Is Project Management Keeping Work Siloed?

One of the biggest questions keeping business leaders up right now is whether they should be preparing their staff to return to the office next year or simply embrace remote work long term. But that is the wrong question to...

The CX Legacy of Tony Hsieh

The Former CEO of Zappos has a unique approach to forming relationships with customers, and changed the way we bought shoes.  Tony Hsieh, Zappos CEO and Customer Experience trailblazer, lost his life tragically in a suspected accidental house fire in November....

Customer-centric Brands Understand the Power of Service Recovery

It is a fact that any organisation, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers.However, if service recovery is done effectively, it can lead to...

CX-iness – What Is It and How Do You Get It?

An old flame once said to me, “If you can’t be beautiful at least be interesting”. At the time it hurt, but it got me thinking about what makes us attractive. Many decades later, as a CX professional, I ask:...