Category: Customer Experience

Shopping With Kids is a Nightmare…Or is It? Design to the Rescue!

In 2016-17, leading Irish food retailer Musgrave Group were in the midst of a price war within the parental shopping segment, with competition heavily focused on price and many products sold at or below cost. To build a competitive edge,...

Brands Urged to Capitalise on Customer CBD Demand

Customer demand for cannabis-derived CBD products in the UK has skyrocketed, with brands urged to capitalise on the trend as consumers increasingly aim for healthier lifestyles. Ecommerce specialist Bloomreach has released data showing CBD products have seen a 1300 percent year-on-year rise...

Challenging the Status Quo: Can Removing Targets Improve Contact Centre Results?

Contact centres have become as synonymous with scripts and targets as meerkats are with price comparison websites. So what happens when you rewrite the rule book and take a completely different approach to customer service? CXM spoke with Caroline King, Director...

SE Europe CX Awards: Meet the Sisters Transforming Children’s Lives Through Brain Boosting Business

This year the inaugural South East Europe Customer Experience Awards take place in Belgrade, Serbia, offering the region a new platform to showcase the very best CX initiatives. Finalists will compete across 12 categories at the event on May 29, presenting before...

Keeping Your Customers in 2020

With Brightpearl’s latest study on the US retail market indicating that just over half of retailers (53 percent) have invested in loyalty program software in the last twelve months, and 59 percent have invested in customer service technology, it’s clear...

The Year Ahead in CX: Seven Experts Predict

2020 is set to see further advancements in Customer Experience. Here, seven industry experts have their say on the trends they believe will make an impact in the coming months… Lucia Juliano, Sector Head CPG at Harris Interactive “Over the decade, consumer...

Report warns CEOs over sustainability inaction

A new report predicts that sustainability will be the most important topic discussed in boardrooms in 2020.Analytics firm GlobalData has released its latest report, Sustainability – Thematic Research, which states that public anger at the lack of action on climate change,...

Unlock Your CX Potential at Upcoming Conference

An upcoming event will help businesses and CX professionals “unlock” their Customer Experience potential with guidance from expert speakers and relevant case studies. Hosted by the Midlands Retail Forum, the Unlock Your #CX Potential gathering will bring together a host of...

What Next for Retail After Worst Year for Quarter of a Century? Four Experts Discuss

The first annual sales drop since 1995 is a blow to British retail, but it’s only the latest in a series of setbacks. In the past 10 years, high street institutions such as BHS, and Barratts and Maplin have toppled...

Break Free From the Personalisation Paradox

Anybody who has spent any significant time on the internet will be familiar with the following scenario… You’ve searched for a product, let’s say running shoes. Maybe you decided to make a purchase, or perhaps you were just looking for information....