Archives

Improving customer engagement in a challenging economic climate

Heightened demand for more personalised, streamlined customer experiences combined with the cost-of-living crisis has created a challenge for organisations in how they engage with customers and successfully deliver the best experience. How can organisations keep abreast of their customers circumstances,...

Challenges, crisis, and being cost-conscious: a chat with retail expert Elissa Quinby

In the current financial state, industries are taking a hit. We’ve seen a multitude of issues from supply chains and warehouse shortages, even to workers’ strikes. It’s especially no exception for retail, which has become a common topic of discussion...

Customer survey postcards: the guide to offline satisfaction measurement

We’ve all been there as a customer – had a digital survey emailed through to us after a brand interaction. Those “how did we do today?” survey messages that we’ve just mindlessly ignored and let sink down through our inbox....

3 ways that technology can reduce the number of returns and improve the delivery experience

Retailers should always be on the front-foot and pre-empting predictable trends. For instance – an increase in returns during peak periods, and delays stemming from industrial action. Managing returns is an inevitable part of doing business online. But ensuring this process is optimised...

Can thrifting be incorporated into mainstream retail?

If ever there was a term suited to the times we live in, then surely “thrifting” is it. A recent report published by SAS highlighted the challenges retailers are currently facing. Consumers across the board are looking to cut back on non-essential spending. In...

This week in CX: new partnerships and research in retail; plus Content Guru & Merkle

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into increasing budgets for the year, what CX imperatives are forecasted as for 2023, research into virtual training, and the new partnership...

Self-employment: which careers are ideal for opening your own business?

Although selling yourself as a professional is an art you must learn, it does not mean your chosen career is destined to create your own business. Some careers offer great possibilities when you want to work as a freelancer.This unique feature allows...

UK Customer Experience Awards 2023 – open for entries

Awards International announces the start of its premium programme, the UK Customer Experience Awards, to recognise top results and achievements in CX across the United Kingdom. As of February 14, the fourteenth edition of UK CXA®is officially accepting entries. Organisations from the...

How brands can show love to Gen Z this Valentine’s Day and beyond

In recent years, Gen Z has become the driving force behind Valentine’s Day gift giving as the youngest working generation. Born between 1997 and 2012, this generation is one of the largest, most diverse demographics in the world, as well as the most tech-savvy. As Valentine’s Day approaches, young lovebirds will be on...

MK:U Innovation Hub blurring the boundaries between education and work: interview with Lynette Ryals  

In November 2022, a few members of the CXM team had the honour of visiting the MK: U Innovation Hub in Milton Keynes. Opened in 2022, the MK: U Innovation Hub will act as the central point of support for...