Category: Customer Experience

How Networking Changed Business in 2020

It was a rough year; filled with the unknown, unexpected crises, uncontrollable circumstances and inevitable change.Many felt the need for support in a way they never have before. I believe it made us find the inner strength we didn’t even...

Gaining Customers: Securing a Positive Employee Experience

In this, the third in a five-part series on gaining and retaining clients in 2021, we spoke to Nick Lygo-Baker, Founding Director of Paradigm CX, who help optimise the engagement experience to enrich the lives of customers and employees!What is any organisation...

The Changing Face of the Contact Centre

The COVID-19 crisis has completely changed the contact centre industry, with more customer service agents than ever working from home. Going forward, if we are to establish effective post-COVID customer service, we will need to ensure that the contact centre lies at the heart of a company’s digital transformation strategy. ​Therefore, it’s important that...

Wisdom Spring Education: Customer service is the secret of our success

At the end of another year, it’s commonplace to pause and reflect. This is something we’ve always liked to do at Wisdom Spring Education. It’s important to consider the lessons learned; the things we did well and highlight the things...

CX Stars of Past and Present

CX Stars 2021 is well under way and as with everything in 2021 so far, it’s gone off with a bang! So far, the new year hasn’t really turned out the way we’d hoped it would when we said goodbye...

How to Survive and Thrive in Difficult Times with Agility

Almost 90 percent of CEOs agree that being agile in difficult times is extremely important for organisation’s success.A research has shown that agile organisations outpace non-agile organisations in several aspects, from profitability to customers and talent.In order to thrive and...

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...

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...

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...

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...