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Why maintaining marketing budgets is crucial during economic uncertainty

2022 cemented the impact of the cost-of-living crisis, with businesses and consumers feeling the pinch. Despite this, the latest Advertising Association (AA) and WARC Expenditure Report found that the UK’s ad market grew by 8.8% to reach £34.8 billion last year. However,...

Why brand bravery will win the war for consumer trust

Experts in trust in the digital age rightly note it’s still just as elusive as ever. According to Rachel Botsman, emotion remains a more important driver than fact. Consumers are taking huge leaps of faith when deciding to place their confidence...

Banks can better support vulnerable customers with better UX

In May 2022, the FCA announced that 47% of UK adults showed one or more characteristics of vulnerability. This is up from 46% in February 2020, which equates to an increase of 0.9 million adults from 24.0 million to 24.9 million...

This week in CX: customer service at breaking point

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the rise in digital wallets, the huge shift in the world of marketing, and how customer service is at a breaking point. Key news The...

How hospitality leaders should prepare for travel spending spike

The U.S. travel association has estimated travel spending will increase by 48% in 2023, compared to the pandemic low in 2020. And as expected, the year has got off to a strong start. In January, Barclays reported a 66% increase in travel spending compared to 2022, in spite of the cost of living crisis.  One thing is for certain – hospitality...

How call centre agents can improve their mental health and wellbeing

Call centres are at the heart of many large organisations. Its employees are under an increasing level of pressure to meet the rising demands of customers. How can customer service agents ensure they are looking after their mental health? What...

Five steps to promote digital accessibility in business

In a world where technology is king, digital accessibility is no longer a luxury but a basic necessity. Unfortunately, the convenience and ease it offers remain elusive for individuals with disabilities. The World Health Organisation (WHO) estimates that around 15% of the...

The top recommended books to get you started in the CX world

Getting into CX and knowing where to start is no easy feat. It’s a complex, multi-layered world with a lot to know. At the start, it can seem overwhelming. Without the right directions, you may feel lost on how to...

Introducing the first Editorial Advisory Board at CXM

Customer Experience Magazine is pleased to announce the formation of its first Editorial Advisory Board (EAB). The EAB is formed to support the editorial team in preparing the 2023 CXM Review coverage. We plan to expand the editorial advisory board’s roles...

From crisis to CX excellence – the opportunity for growth

Brexit, the pandemic, war in Europe, supply chain issues – and now, the cost-of-living crisis. It’s hard to recall a more challenging few years in living memory. And not only in the UK – another factor that has been so distinct about the recent hardships is...