Category: Customer Experience

Top Tips to Refine Your User Experience

In the current climate, it’s even more critical to provide a positive and engaging experience for your users. Ultimately, brands are competing against each other to retain customers and keep them interested – even in the most turbulent times. Peoples’...

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Customer Expectations Amidst Growing Digital Competency

There is no doubt that the world we live in is becoming increasingly digital. This is certainly seen in the workplace, where innovations such as the internet, email and video conferencing are part of daily life. From understanding the benefits...

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CX Stars Voting is Open!

CX Stars is Customer Experience Magazine’s annual list of the UK’s most dedicated CX Professionals and CX Influencers and after last year’s success, it’s back and voting is now OPEN! Our shortlist of these incredible CXers is now published and...

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CX into 2021 and beyond!

Basia has a long-standing relationship with CXM and Awards International, both as a contributor and judge. Whilst she was also nominated this year for CX Stars, she is watching from the sidelines and is very excited to see who comes out on...

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Gaining and Retaining Customers in 2021 – Part 2: Communication is Key

In this article, the second in our five-part series on gaining and retaining talent in 2021, the focus is on communication. CXM chatted to Rebecca Brown, co-founder and CEO of Think Wow, the customer experience transformation company whose goal is...

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Three Strategic Trends that Will Shape Customer Experience in 2021 and Beyond

The pandemic has shaken up the way businesses engage with their customers, accelerating the adoption of digital services and online tools for customer engagement. This trend has been particularly prominent in retail, where ecommerce has skyrocketed during the crisis. According...

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Kissing a Cactus: How Your CX Listening Skills Can Make This World A Better Place

“Have patience, the sun will return… Midsummer Night’s Dream will be performed again. We will be able to meet and hug each other again”, King Willem-Alexander of the Netherlands said in his Christmas speech. He gave his audience a message...

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And here are the Panelists

CX Stars, the awards that honour contributions made to the dynamic CX industry by outstanding professionals and influencers, has returned for 2021! We are thrilled to announce the panelists who will be choosing our winners from the Top 100 CX Professionals and Top 50...

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No-Touch Retail: Creating Rich Experiences for Consumers Using Touch-free Technology

Physical retail’s strength when compared to online shopping has always been the multi-sensory experience it delivers. When it comes to hooking shoppers, there’s nothing like seeing, touching, and trying the products. But when touching is a no-go, like it has been for...

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Intelligent Decision-making in Insurance: The Escalating Customer Experience Need

The coronavirus pandemic has changed many things in many industries – and not always in the most obvious way. Insurance companies have seen both fewer claims and fewer sales. As a result, many have realised that the process of digitisation,...

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Has Black Friday Forced Online Retailers to Re-evaluate Their Checkout Experience for Good?

The festive season has always been an important period for both online and in-store retailers. And over the past couple of years, Black Friday has grown in importance to businesses in the UK. According to data from Barclaycard, UK sales during...

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Karamba Casino – A Customer Experience Case Study

Karamba Casino is among the oldest sites in the iGaming sector, having been around since 2005. The casino offers both casino games and sports betting, catering to the needs of different players on one website.  That said, it is a fully...

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Gaining and Retaining Customers in 2021

Part 1: Measuring Your Success  Just when we thought we could see the light at the end of the dark and scary Coronavirus tunnel, the goal posts have been shifted again with the implementation of another national lockdown. With morale low...

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Why Customer Service Staff Still Matter in an Online World

We often hear that we are living in the fourth industrial revolution and many of us wonder what exactly this means. While it may seem extreme to some, when we analyse the new technologies that are now starting to fuse...

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CX-iness – What Is It and How Do You Get It? part 2

 “Love is like a rubber ball. You can drop it a few times before it loses its bounce. Trust, on the other hand, is like a glass ball…” – Anon Engaging your customers with CX-iness depends on how well you orchestrate...

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CXM’s Top CX Stars 2021: Have Your Say

With the new year fast approaching, the CX Stars panel is preparing to reveal its shortlist of the UK’s Top Influencers and Professionals for 2021. Customer Experience Magazine will be publishing a countdown of the Top 50 CX Influencers in January,...

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Gulf Customer Experience Awards 2021: Finalists Revealed

The finalists for the 2021 Gulf Customer Experience Awards have been revealed, with brands including Virgin Mobile UAE, Abu Dhabi Commercial Bank, and HSBC among those set to compete for victory at the event in February. The annual gathering is the...

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The CX Legacy of Tony Hsieh

The Former CEO of Zappos has a unique approach to forming relationships with customers, and changed the way we bought shoes.   Tony Hsieh, Zappos CEO and Customer Experience trailblazer, lost his life tragically in a suspected accidental house fire in November....

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Customer-centric Brands Understand the Power of Service Recovery

It is a fact that any organisation, no matter how well-prepared, will occasionally undergo a service failure. A service failure, whether big or small, can make or break relationships with customers. However, if service recovery is done effectively, it can lead to...

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CX-iness – What Is It and How Do You Get It?

An old flame once said to me, “If you can’t be beautiful at least be interesting”. At the time it hurt, but it got me thinking about what makes us attractive. Many decades later, as a CX professional, I ask:...

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