Category: Customer Experience

A small wooden building represents the customer experience in real estate.

Customer experience in real estate: An interview with Charlotte Crawley

What is the current status of customer experience in real estate? Although the property industry has a direct impact on people’s lives, CX hasn’t traditionally been in its focus. In recent years, however, we have seen a noticeable development of...

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Customer Experience Consultant is found on a job list by two people recruiting new employees.

Customer Experience Consultant: The 2021 Career Guide

Do you wish to become a Customer Experience Consultant but don’t know where to start? Analytical thinking and innovation are expected to be the top skills in 2025, which means Customer Experience Consultants will have loads of job opportunities. If...

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A conscious consumer shops in the store with a bag full of green vegetables.

What does the conscious consumer want in 2021?

As society begins to reopen, retailers and brands must be cautious not to lose sight of the legacies of lockdown. One of the most notable is the new ‘conscious consumer’. After the pandemic, we became more aware of the impact...

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an image showing a letter of loyalty demonstrating customer loyalty in insurance industry

How to foster customer loyalty in the insurance industry

Customer retention has long been a struggling area for insurers. As such the team here at Ello recently surveyed over 2,000 consumers to uncover how valuable a customer is to a brand over the course of their lifetime. We looked...

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an image of a young woman embracing conversational support

Forrester research: embracing conversational support is business-critical

After surveying 523 customer support decision-makers, Forrester research found that embracing conversational support is business-critical. This research confirmed the companies that leverage the power of conversational support can successfully drive customer retention. Moreover, they reported an increase in customer satisfaction...

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an image showing a young woman having a zoom call on hybrid work model

The future of hybrid work model: glimpses from Ei Evolution Summit

Over the past year, the number of so-called remote work experts and hybrid work advocates grew dramatically. However, implementing work from home takes careful planning and often requires external help from an expert. If not implemented intentionally, remote work can...

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An illustration shows people with different needs and demonstrates the importance of raising disability awareness.

Disability awareness is a key element of improved CX

If you were to discover that your business was ignoring the needs of a potential customer base worth £274 billion per year how would you react? Would you continue doing business without addressing the problem or even showing a slight...

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Two young women in the office talk about the steps to empower small businesses in post-COVID recovery.

Vistaprint launches a programme to empower small businesses in post-covid recovery

Businesses all across the globe have had a lot on their plates lately. The pandemic has brought challenges even major companies had difficulties overcoming. With massive lockdowns and restrictions in place, small businesses were especially hit and continue to struggle...

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A passport and a mask on the desk metaphorically represent the future of tourism.

The future of tourism: CX approach to post-covid recovery

Undoubtedly, the travel and hospitality sector has borne the brunt of the COVID-19 pandemic, with airlines, hotels and tour operators experiencing cancellations of services. However, in the face of this unprecedented challenge, many companies have shown remarkable agility in adapting...

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an illustrated image showing online conversation between two persons discussing the benefits of remote research

The benefits of remote research following the pandemic

Over the past year, I’ve hosted a series of webinars at UserTesting with some of Europe’s leading CX and UX practitioners. Last month, I invited four of my previous guests back to share how their businesses have transformed. I was...

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a young woman looking at data analytics and the fist intelligent search assistant

Clarabridge develops the first intelligent search assistant for quick CX insights

CX researchers and service agents need encompassing and accurate information to bring fast decisions when answering clients’ requests. ClaraTM is the first intelligent search assistant to allow them to search across customer interaction channels and get customer data in a...

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Customer Experience Awards banner shows partners and other details about the event.

Customer Experience Awards: An interview with judges and entrants

If you’re thinking about entering the Customer Experience Awards held by Awards International, you may want to gather all the details about the biggest award event in the world. At CXM, we believe that nothing speaks better than the first-hand...

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Rocket sketch drawing shows that companies with successful digital transformation grow and thrive.

Top reasons why most digital transformations fail

According to a report by McKinsey, companies’ digital transformation and customer interactions have advanced in response to the pandemic by as much as three to four years. Customer experience (CX) leaders have had to keep a real-time pulse on customer...

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An illustrated image shows a machine and a worker, which reflects on the topic of Covid-19 accelerating digitalization in the manufacturing industry.

How is Covid-19 accelerating digital transformation in the manufacturing sector

Last year, many manufacturers had to completely cease operations and endure forced closures, driving production output to a decline of 6.6% between February and October 2020. Heavy and unforeseen disruptions to the supply chain, along with Brexit, added a further...

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an image showing the planet of international customer experience awards

Presenting the International Customer Experience Awards 2021 (ICXA)

Last week, we had the pleasure to talk to Vuk Vukanovic, Customer Relationship Executive at Awards International. The main topic of our conversation circled the International Customer Experience Awards in 2021. With the iCXA21 around the corner, CXM was eager...

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The first Turkey CX Awards: winners announced

Yesterday was a truly exciting day for the Turkey CX community and the Awards International team. The first-ever Turkey CX awards were hosted by amazing CX Professionals Ian Golding and Sinem Yüksel, followed by Greg Melia who gave a fantastic...

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A comic shows two characters talking about personalisation in CX.

How can you harness personalisation in CX to drive increased loyalty?

It’s long been established that personalisation is key to a well-rounded customer experience strategy. So, what is personalisation in CX, and how can you achieve it for your brand in a way that turns customers into loyal advocates? Well, personalisation in...

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A vector tree shows the most important points in delivering sustainability in communications.

Delivering CX and sustainability in communications

Customer experience (CX) and sustainability are agenda-topping priorities for many enterprises today, not least because of their influence on customer acquisition and loyalty. When it comes to customer communications, Lucy Klinkenberg-Matthews, Head of Sustainability for Paragon Customer Communications (PCC), explains...

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A paper on a world map says the world awaits the travel industry recovery.

The role of customer experience in the travel industry recovery

With the world slowly opening up to the possibility of travelling, the sector starts growing hopes in the travel industry recovery. Dave Burling, chief executive at Tui Group, Britain’s largest holiday company, pointed out that as “restrictions come off, demand...

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A vector illustration shows how consumers rethink their relation to brands looking through the lens towards the post-pandemic future.

How the pandemic has made UK consumers rethink their relation to brands

The global pandemic changed the way we interact with each other, and with brands. Driven by emotional and transactional needs, consumers across the world have demonstrated their values – and indicated their plans for the future. In mid-2021, the Qualtrics XM...

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