Archives

A New Look: The Importance of An Adapted CX Strategy for A New Customer Mindset

In times of crisis we re-evaluate what we think. Tried and tested concepts no longer feel appropriate as we turn a critical eye on brands, institutions and governments based on what they have said and done and what they will...

Aim For the Stars: Take a Peek at CX Excellence

“An excellent and well-constructed entry that showed that the business truly understands the benefits of putting the customer first.” “A strong submission with supporting evidence of how the culture has joined up two parts of the business around the customer.” “Fabulous presentation...

Living the Change: Continuous Transformation in the Experience Economy

We are living in non-linear times. In the past, we had enough time to learn and analyse events, in order to initiate actions in the present that will secure our future.Today, the problem is that when you try to learn...

Four Steps for Taking Control of Your Content Strategy

As the importance of customer experience (CX) continues to be front and centre for businesses, it is crucial for brands to constantly engage with their customers through personalised content. However, research by SoDA has shown that whilst most C-level executives (97...

Refinitiv Acquires Advisor Software Inc. To Expand its Digital Capabilities

Global provider of financial market data and infrastructure Refinitiv announced today the acquisition of assets from Advisor Software Inc. (ASI) to enhance its digital functionalities. Refinitiv’s Wealth Management will be improved with digital advice capabilities and digital portfolio analysis. ASI’s technology...

Six Ways to Unlock the Hidden Value of IT in CXaaS Programmes

The CX technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and has exposed wide gaps in how companies interact with customers, especially through digital channels. As a result, many companies have...

Differentiate with Digital: Designing your Digital Experience Ecosystem

Never before has the digital realm been so fundamental to how a brand delivers its unique brand promise. In a world of accelerating disruption, organisations are looking for ways to rapidly create sustainable competitive advantage. Unfortunately, while 80 percent of...

Across the Pond: Finding Your CX Community

The story of how 2 CXers from across the Atlantic found each other, and their CX tribes while sharing their passion for Customer Experience with the world. Both Hannah Foley, CCXP and Janelle Mansfield, MBA are authors of the bestselling series...

Companies Still View Customer Service as an Expense, Report Finds

According to the 2020 State of Customer Service Annual Report by leading growth platform HubSpot, a third of customer service professionals believe that their organisation do not view customer experience as an opportunity for growth, which is an increase from...

Five Ways eCommerce Retailers Use Automation to Improve CX

With some countries facing COVID-19’s second wave and a lockdown lurking around the corner, many businesses are still unable to return to normal, while eCommerce retailers which saw a spike in recent years were able to thrive and teach us...