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Are you prepared for Consumer Duty?

Consumer Duty is about to land. It’s going to signify changes for every organisation governed by financial regulations.  The changes are purposefully motivated and well-intended. If executed successfully, they will shift business thinking. This will create outcomes focused through the customer’s lens. How you orchestrate your business...

This week in CX: Black Friday weekend predictions, Mindshare & Meta

Happy Black Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at statistics of where consumers will spend their paycheck this Black Friday weekend, the ‘Finding Good’ report, and Meta’s new 3D advertisement. We also have the...

Online feedback for your retail CX programme is invaluable

We know the value of customer feedback. It assists business growth, identifies areas of weaknesses, and what’s working well. And that’s just scratching the surface.  On November 30th 2022 10am GMT, CXM have the honour to host a free online webinar...

Are pseudo metrics taking over and driving CX strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in unaligned digital experiences, but also damage your brand loyalty.  Simply put, metrics are the building blocks to design your strategy....

CX in real estate: reinvent the VoC programme for international recognition

Imagine owning and managing a diverse portfolio of commercial properties. Those spanning office, laboratory, retail and coworking spaces. Just as the Covid pandemic hits, it brings with it the greatest change in working practices for decades. This includes working properties being...

This week in CX: retail in focus; Zoom & Optimizely

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at retail reports ahead of the shopping season and which fashion retailers provide the best CX. Zoom have also launched their first Contact...

Which social media marketing trends will shape CX in 2023?

2022 saw many changes in social trends and CX. From TikTok taking over, to the Metaverse finally taking off. Social media marketing already looks very different to what it did just a few short years ago. 2023 looks set to have...

Creating the perfect recipe for proactive customer care

We are entering another moment of uncertainty – with cost-of-living and rising interest rates becoming a real concern for individuals. Brands can look at ways of proactively reaching their customers to help anticipate their questions and worries. Before creating new customer...

10 key indicators of burnout and its impact on the workplace

In July 2021, Forbes predicted that many professionals were likely to leave their roles due to burnout. It was suggested that longer hours, the stress of transitioning to working remotely and the uncertainty of the pandemic may cause ‘The Great Resignation.’ Millions of...

This week in CX: Meta, Emplifi, and Genesys

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at the new Metaverse Experience showcase, social media trends report and financial product and service onboarding pain points. We also have the latest business updates from...