Category: Customer Experience

Man using a credit card for online retail services

Rethinking Retail Customer Services in 2021

What are the biggest challenges retail customer services face in 2021? How can they overcome these obstacles to deliver what customers want? In their latest press release, FM Outsource shares valuable data that might help retail services strategize around online...

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Microphone set for the interview about third-party cookies

The End of Third-Party Cookies: How Can Brands Prepare?

The giant Google announced the phase-out of third-party cookies starting with 2022. What does it mean for advertisers, and how can we plan ahead to meet the big change? The CXM team spoke with Andy McNab, VP at Fanplayr, about the...

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Adapting to the Post-Pandemic Customer Experience

Those who haven’t started to thrive in this new post-pandemic economy should take note of the following trends pertaining to the new customer experience. This pandemic has stripped many businesses of budgets and stunted growth initiatives, whilst simultaneously forcing them to...

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Want to get more from your customer surveys? Close the feedback loop!

Many companies are striving to become more customer centric. They have set up numerous ways of listening to their customers at multiple customer journey touchpoints. However, few have built effective ‘close the loop’ or feedback response mechanisms into their CX...

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FedEx Partners Up for Better CX

The lockdown has changed consumers shopping habits. Online purchasing is here to stay, and shipping companies found themselves in an urge to meet consumers needs and expectations. Now more than ever, businesses have to know their customer’s habits and attitudes, so...

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The Big Three – Ingredients of Success In EX and CX

The Sears ‘employee–customer–profit chain’ was among the first empirical research to make the link between attitudes and organisational performance. Published in the Harvard Business Review in 1998, it found a positive correlation between employee attitudes, customer behaviour, and subsequent impact...

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How to use virtual events effectively to close deals in a post-COVID World

Winning big deals used to mean getting in front of important decisions makers, speaking to them, selling your goods or services and building a genuine relationship with them. This was done through meetings, events and sometimes social outings. Naturally, the...

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The Data Science Behind a Winning Customer Experience

There is ongoing talk about understanding customers’ needs and exceeding expectations in a constantly evolving and uncertain landscape. But what does that actually mean? With the consumer shift to digital only being fast-tracked by the national lockdowns, there is mounting...

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How To Choose The Right Customer Experience Metrics

Let’s start with “WHY”, like Simon Sinek recommends. (1) Why do organisations need to measure “customer experience“? There is no motion without emotion The human brain decision mechanism operates with experiences. This learning organism tends to collect experiences, transform them into memories and...

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The Message for 2021? Get Some Good Chat

Never before has it been so vital for all businesses to digitally transform – or risk being left behind. Virtually overnight, worldwide lockdowns have driven commerce almost exclusively online, forcing companies of all sizes to contend with dramatically changing customer...

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The Third Global Edition of World CX Summit Brought Unending Possibilities of CEM to the Forefront

World CX Summit – Asia digitally congregated some of the distinguished speakers in the Customer Experience ecosystem, while global technology leaders showcased their CX solutions in the presence of more than 200 pre-qualified delegates across Asia. CX visionaries shed light...

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Thriving in 2021: the Top Trends for Sales and Marketing Leaders

The impact of 2020 was far-reaching, especially for sales and marketing teams. With business and consumer spending habits having dramatically changed due to uncertainty, as we move forward into 2021, how can businesses overcome this challenge, especially in the wake...

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The customer experience is getting bulldozed by the ‘last mile’. Here’s how brands can make it stop

When a customer makes a purchase, the baton is passed to the delivery service to complete the final leg. When in reality, the CX team’s race has just begun. The post-purchase experience is the most critical stage of the entire customer...

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CX Global Voices 2021: Have Your Say On Big CX Questions

Last year CX professionals rated their organisations’ maturity as: 39% Foundation, 48% Practiced, and 13% Leading. In an environment where CX focus has increased (and is set to continue) has this evolved or is CX maturity dangerously stagnating? Ipsos MORI and...

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Human Experience at the Core of CX: How Cloud Contact Centre Helps You Deliver Great CX

It’s the age-old question again: what do customers really want? Just when you finally get the grasp of how customers behave, their needs seem to take a new turn. At the very core of CX lies the seamless and easy...

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CX Mids Presents: Unlock Your CX Potential in 2021

The upcoming Unlock Your #CX Potential conference is set to bring global Customer Experience though leaders and practitioners together in a single day. This unique event will feature a range of experts including Ian Golding, Greg Melia and Deborah Cane. Taking place on March...

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Looking back at SEECXA 20: An Interview with Nets

It’s been ten months since the first LIVE online event and the inaugural South East Europe CX Awards hosted by Awards International. The event brought together more than 50 contenders from across the region for a chance to win recognition...

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Net Promoter Score will only take you so far in the race to catch the CX heavyweights

Your customer knows what good service looks like. Like it, or loathe it, Amazon sells to more than 80% of the UK population every year.  This means your customer is also an Amazon shopper, and probably an Apple shopper too. They compare...

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How to be a useful brand in 2021

After 2020, the rules have changed for many brands. Along with the expected advances in consumer interests, brands have to consider rapidly changing consumer behaviour, navigate a fluctuating economy, and also be mindful of the difficult times that their audience have...

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Attaining Consumer Loyalty with Customer Experience (CX) Excellence

We have entered a new era of consumer/brand relationships. The modern customer not only shops differently, interacts with brands in new ways, and makes purchases via novel channels, but also demands more for their brand loyalty. Customer Experience managers, therefore,...

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