Archives

Create impactful experiences in 2023: make immersive CX your edge

Moving into a new year usually always indicates a fresh start with new ideas about how to successfully spend the next 12 months. This is particularly the case in business – especially as we’re in an age of renaissance, moving...

Why retailers can’t stop innovating in the first digital cost-of-living crisis

TikTok has seen an exponential growth of users, and increasing interactions between consumers and brands follow naturally. The platform introduced its new social shopping feature, a game changer in eCommerce that has inspired others to follow suit. But innovation is not something...

Why international success hangs on the strength of market localisation

Consumers can now visit a pan-global marketplace every time they use their smartphone. British companies are recognising the benefits of this new environment. More than four in every five UK businesses with an annual turnover of £1m are currently trading overseas. But while...

Cost-of-living crisis in focus: is it time for a new toolkit?

Emerging from the pandemic and after a sustained period of low inflation, we enter a period of high inflation and a cost-of-living crisis. A crisis that may have the most substantive impact upon society and consumers, thus far.  The question is whether orthodox responses are sufficient, or...

Can customer centric scheduling actually work in practice?

Customer centric scheduling is crafted for employees, for the benefit of customers. It’s a typical model to see adopted in retail especially, and other customer-facing roles. At first glance, it might seem like a great idea. But what about the...

This week in CX: customer service insights & inflationary effects on buying; plus Cognizant & Gartner

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the newest research to customer service – including how CS agents are lagging behind, and the average wait times for responses. There’s also...

Get ahead of this year’s trends with the Freshworks CXM webinar

We are delighted to announce that on Wednesday 22nd February 2023, CXM will be hosting a great webinar with Freshworks! Our webinars are never one to miss with a great cohort of incredible speakers sharing their perspectives and insights. And this...

CXM’s top 10 articles on employee mental health and wellbeing 

Between February and April 2022, McKinsey conducted a global survey of nearly 15,000 employees and 1,000 HR decision-makers in 15 countries. They found an average 22% gap between employer and employee perceptions. Employers are consistently rating workplace dimensions associated with...

Comparative usability testing can drastically improve your user experience

Testing your interfaces before they go live is imperative for success. Comparative usability testing is just another tool to guarantee everything runs smoothly during the user experience. There are multiple tests that you can run – all with many benefits...

The new value proposition to support customers during the cost-of-living crisis

With the increased prices on energy, food and mortgages/rent, we are all focused on value and getting the most from what we can afford. For all income groups, making ends meet and reducing outgoings will remain priorities this year. All income level households are suffering with finances Energy bills are due to rise...