Archives

Announcing the CXMStars™ judging panel and scoring process!

With CXMStars™ 2023 well underway and the nominations ending next week, it’s time for us to announce the scoring process. This is an integral part of the competition, and will better help you understand exactly what goes into deciding the winners. Also,...

The 5 trends driving CX tech innovation

Managing the customer experience is challenging and complex. There are multiple channels to manoeuvre; data and functional silos to bridge; and CX tech to orchestrate. Customers and employees are as fickle as they are demanding. Innovation can stall when day-to-day pressures...

Customer success competency model: how to ensure a customer-centric team

A customer success competency model probably sounds more complex than it really is. When broken down, it’s really simple to understand and implement within your business. At the heart of it, though, it’s a necessity to factor into your strategies...

How to create an effective first-party strategy in 2023

Today’s customers demand seamless, fluid brand interactions. Salesforce recently found that marketers’ number one priority is improving the use of tools and technologies to build relationships across the customer lifecycle.Marketers are increasingly adapting strategies and tactics to redefine customer interactions. 71% agree that...

Time to choose your CXMStars™ winners! Voting now open

This year’s initiatives have been excellent. All entrants have done an incredible job. It was not easy to narrow down all nominees to just 50 finalists. But we’ve done it!The top 25 for each category has been shortlisted. However, this...

Introduction to the rules of Australian football: everything you need to know

Australian football is a sports game usually played by two teams of 18 players. Points are scored either for kicking the oval ball into the central goal post, which is six points, or for kicking the ball into the central...

This week in CX: retail industry at risk with disconnected customers; plus Emplifi & Zendesk

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 the retail industry. This includes Emarsys investigating the disconnect between retailers and consumers; customers losing faith in their...

 CXM’s top 10 articles on thoughtful CX leadership

What is your definition of a leader? Taking responsibility for translating a vision into action and providing people with conditions to do what they do best is a privilege. However, many leaders misunderstand and misuse the term leadership for a...

How to track your social media to improve your CX efforts

A successful social media strategy can bring huge gains: customers who engage with your brand online spend up to 40% more than those who don’t. Needless to say, a social media presence is essential, regardless of the size of your customer base. Recently, B2B...

Looking at 2023: the changing whistle-blowing landscape

Looking at 2023, the year is set to continue to bring macro-economic uncertainty and geopolitical risk. These are likely to impactevery sector in the business world. This will be no different for the customer experience (CX) sector. With this, business leadersneed to be prepared for the challenges and learn how to navigate the current levels of uncertainty....