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The £9 Billion Blind Spot: How CRM Falls Short in Complaints Management

In the realm of customer service, CRM software reigns supreme. It’s the central nervous system for coordinating customer interactions and delivering personalised, contextualised services.But for all its strengths, CRM technology isn’t a catch-all for managing customer relationships. When it comes to complaints, your CRM...

Taking your CXM to the Next Level in The Age of Generative AI: Practical Insights 

If several years ago personalized customer experience was viewed as a nice-but-not-quite-necessary perk, today many experts agree that it should be adopted as a modus operandi for any customer experience management strategy. With the digital business domain’s exponential growth and...

Let’s get phygital: How to promote online feedback in-store 

After Sainsbury’s announced a decline in its online sales, with shoppers returning to its stores, there’s now greater pressure on retailers to provide more engaging shopping experiences – and one key way to do that is to improve the in-store customer experience. In...

You have to listen to act: The power of customer feedback

Businesses who are not listening to customer feedback are in for a shock. With an increasingly volatile social landscape helping to fuel decreasing levels of satisfaction, consumers are demanding more from organisations. They are prepared to vote with their feet and take their spending power away from...

Evolving the ways leaders listen to customer feedback  

With a whopping 16 billion marketing dollars devoted to customer surveys, the thought of answering more questions exhausts customers. Take a minute to open your inbox right now. A guess? There is at least one survey request from a brand with...

This week in CX: time to discuss holiday shopping (already?!) and the ‘treat yourself’ phenomenon

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into how generative AI will enhance overall shopping experiences in the future, and it’s already(!) time to discuss research about holiday season shopping,...

Going off-script: getting conversational messaging right

Done well, conversational messaging should be engaging and user-friendly. Offering real-time back-and-forth dialogue between an organisation and individual customers via their channel of choice, it aims to provide immediate response, address specific needs, and foster a sense of rapport with every interaction. This can be...

This week in CX: AI is still a dominating CX force for this year

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at AI’s domination in CX trends for this year, and global online retail sales growth predictions.Key newsConsumer group Which? and debt charity StepChange have issued...

Reimagining the CMO Role: Empowering Growth in a Dynamic Market

In January, Fortune published an article that explored the ‘shrinking role of the CMO.’ The surrounding conversation, which called for the elimination of the Chief Marketing Officer, has stirred both concern, disappointment, and a ‘are we really here again’ attitude in the...

The Best of the UK Employee Experience: UKEXA ’24 Winners Announced

Discover who took home the trophy from yesterday’s UK Employee Experience Awards, held at the beautiful 116 Pall Mall, London!  Awards Finals  The UKEXA™️ ’24 Award Finals, held on May 22, marked a day of joy and celebration. Before the Finals kicked off, participants indulged...