Archives

Using emotional engineering to keep your customer invested long-term

Emotional engineering is a fairly simplistic concept, but can have fantastic long-lasting impact. If you want your business functions, design and customer engagement to stand out, you’re in the right starting place to make that happen. Emotional engineering is an...

This week in CX: AI and ML continue to play a key role in business development

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at Sitecore’s new OpenAI integration, the latest data perspectives on in-store omnichannel strategies, and the data on supermarket grocery spending over Easter, provided by...

CXM Review 2023: Call for contributors from Asia and Africa

CXM Review was one of last year’s most significant contributions to the CX media space. In order to thank our contributors, readers, and partners, we must continue setting high standards for CX publishers. And to further say thank you, we...

Neurodiversity & unbiased CX approaches: the opportunities you may be missing out on

Often one of the biggest challenges in CX can be breaking down silos within businesses. Ensuring inclusivity for those included in the working groups presents another layer of complexity. I want to discuss the value of inclusive teams, and the...

Customer champion programmes: building the customer-oriented working culture

Customer champion programmes have been around for over a decade, yet they’re still not all that common. They’re imperative to maintaining customer centricity. With customer success champions, you can ensure that your customers and their best interests remain at the...

Put personalisation at the heart of digital transformation

We’re in an experience economy. Consumers have more choices than ever before, and they’re extremely pressed for time. That means organisations need to continually earn their customers’ loyalty. Every aspect of every interaction needs to be seamless and personalised. But the personalisation consumers expect is rarely the...

5 ways to strike gold in the golden age of market research

The market research industry is in a bona fide golden age. Between 2020 and 2023, global turnover is forecasted to increase by 33% to over $100 billion, and innovation is at an all-time high. More businesses are relying on data than ever before for their day-to-day decision-making....

Cost of living crisis means marketers need to embrace circular sustainability

With UK inflation still painfully high, the cost of living crisis is the dominant topic of 2023. However, with glimmers of hope that the cost crisis is easing, the ever-present spectre of climate change continues to threaten long-term survival. Sustainability is...

Greenwashing: rip the seams on eco-friendly fashion labels

The fashion sector is now constantly under pressure for its sustainability policies and claims. For brands, it can be challenging to demonstrate credentials when selling products as ‘eco-friendly’ or ‘sustainable’. Yet, consumers are becoming increasingly sceptical of these claims and...

This week in CX: automation and ITSM trends for 2023

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the latest research reports in IT Service Management trends, influencer marketing, and first-party data. There’s also new comment about Google’s plans to introduce...