Archives

Using Biometrics to Improve User Experience

Data-driven analysis has been the cornerstone of our understanding of digital performance, from campaigns and websites, to all the components that contribute to them. Analysis and the production of objective data to demonstrate performance has been one of digital’s greatest...

AI and Ecommerce Personalisation

Customer Experience is shaping the future of ecommerce. AI is no longer science fiction – it’s real present-day technology and many ecommerce businesses are already using some form of AI to understand their customers better and provide an enhanced CX. 2019...

Is AI the Future of CRM?

There are rare occasions when technology breaks out of the bonds of the geeks in the basement and impinges on the national consciousness. The debate around AI is just one of those occasions. Politicians, business leaders, trade unionists, and media commentators...

The Pampered Consumer: Five Key Customer Demands…and how to Meet Them!

Today’s Customer Experience doesn’t begin or end with a visit to a store or a website. Customers shift between channels and devices depending on where they are and what’s convenient for them. In order to offer consumers exactly what they...

NPS as a system, not just a score

Most Customer Experience practitioners use the Net Promoter Score (NPS) as a measurement of customer loyalty and a predictor of business growth. NPS is a simple, practical, and actionable (e.g. event-triggered NPS) key performance indicator, and an informative measurement because it...

2019 Customer Experience Awards: The Final Countdown

The 2019 UK Customer Experience Awards is almost here, and finalists from among Britain’s most customer-centric organisations are preparing to put their best foot forward at London’s Wembley Stadium. Marking a decade of celebrating the very best Customer Experience initiatives, this...

Employment Rights for Working Parents

The number of men taking paternity leave dropped to 31 percent in 2019, according to law firm EMW.   Despite the introduction of shared parental leave, figures marginally decreased from the 2018 figure of 32 percent. The question is: why are the numbers...

Celebrating CX Day!

It’s CX Day, and CXM would like to wish all its readers the very best as we celebrate the hard work and professionalism of those who make memorable Customer Experiences happen. Celebrated globally on October 1, the day is championed by...

Corporate Strategy: A Tragedy

Corporate strategy is a funny beast. It’s often built from a few extremely well worn phrases: statements like “We are one team”, or “Sustaining the future”, or “Empowerment”, perfectly executed in the brand colours and font, as tall and wide...

Study Shows the Power of ‘Thanks’ for Employees

New research reveals that business leaders who thank their staff experience reduced staff turnover, improved staff retention, and more successful talent acquisition. A study of 1,253 workers, carried out by workplace and incentives provider, One4all Rewards, and published in The Magic Word for...