Category: Customer Experience
Old money prefers human support
Miles Davis once remarked after a gig, “It’s not about the notes you play, it’s about the ones you don’t.” We are in an era where the consumer experience is not solely about the emotions one feels. Far more crucial is...
Entering a new age of customer communication
The world of customer communication is set to enter a new era. And that’s before we even talk about Apple’s Vision Pro. The increasing change of pace in brand-customer relations means that customer experience strategies must adapt too. In the...
Hyperpersonalising Online Shopping Experiences for Tech-Savvy Gen Z Customers
In the digital realm, where the line between the physical and virtual worlds blur, no one navigates the online shopping landscape with as much ease as Gen Z. Born into a world of rapid technological advancements, this demographic has changed...
The evolution of technology through a businesswoman’s lens: Interview with Medallia’s Simonetta Turek
In honour of Women’s History Month, and our campaign to raise the volume on women’s voices in business, Customer Experience Magazine is honoured to host an interview with Simonetta Turek. She is the Chief Product Officer at Medallia, and has...
What is MultiCaaS and why is it the contact centre of the future?
As a contact centre or IT leader, you don’t need another acronym to add to the pile. But that’s the beauty of the newest acronym in the industry, MultiCaaS—it’s the only CaaS acronym you need to operate your entire business...
The importance of benchmarking Gen AI for effective CX usage
Testing the IQ of an AI may not be a familiar concept, but it’s something companies must do if they want to ensure a great customer experience. As it stands, generative AI applications like ChatGPT, Bing and others are still a nascent space. They...
Your top 50 CXMStars™ of 2024 have been chosen!🏆
This year’s CXMStars™ season has come to its end – the votes are in, the judges scores are finalised. Everything is ready. It’s time to announce the top CX professionals and influencers of 2024! Our aim with the CXMStars™ is to support the...
From Valentine’s to Christmas: how can marketers make a success of every year-round shopping season?
The major winter holiday shopping event season (also known as the Golden Quarter) is now done for another year. Marketers may be forgiven for needing a breather. Starting from Black Friday through to the Boxing Day sales, the numerous shopping events...
Is your customer cheating on you? Preventing customer disloyalty in the digital age
In an increasingly digital world, customers are becoming more discerning. They expect top-of-the-line products, personalised offers and rewards, and to have their queries resolved immediately, whether online, via text message or over the phone (or even all three). Attracting customers is becoming harder...
UK Customer Experience Awards™ 2024 – Open for Entries
As we celebrate love in all its forms, we are proud to announce the start of Awards International’s premium programme, the UK Customer Experience Awards™ 2024. For the 15th consecutive year, UKCXA™ aims to recognise and celebrate passion and commitment of the UK CX professionals...