Category: Customer Experience

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....

Creating Sensorial Experiences to Connect With Customers Emotionally

Ever-faster change, greater customer choice, and channel proliferation are realities every business faces today. In this still-challenging time, developing an exceptional brand that will differ from the competition is more crucial than ever; businesses need to focus their attention across...

CXM’s Number One CX Stars Profiled: James Dodkins & Amanda Riches

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we conclude our list with a look at the well-deserved Number 1 in each category. Amanda Riches of  is today’s featured Professional, and our Influencer...

Report Highlights Customer Demand for Human Touch as Automation Increases

Customers are turned off by a 100 percent fully automated service, while high levels of customer service are more “essential” for B2B customers than B2C, a new report into CX expectations has revealed. Leeds-based Romero Insurance Brokers have released their Customer...

Nine Industry Leaders on Getting to Know Your Customers

Ever since the introduction of the internet, and online shopping in particular, the relationship between customer and vendor has had the potential to become impersonal, distant, and in some cases strained. As consumers find themselves bombarded with marketing emails as...

Top 10 CX Stars Profiled: Ian Golding & Nick Macfarlane

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 2 in each category. Nick Macfarlane of Sky is today’s featured Professional, and our Influencer is Ian Golding. We welcome feedback on our...

Writing Skills: The Foundation of Quality Customer Service

The course is about to begin; new client, new city, new room, new people. A quick round of introductions reveals the only constant: none of the delegates about to receive a three-day course on business writing skills has ever had any...

Empathy and the Fourth Industrial Revolution

The First Industrial Revolution was all about steam trains and manufacturing, complemented by a second revolution of mass production, steel, and electric. This was followed up with the self-explanatory digital revolution. And although we don’t have our hoverboards parked up...

Top 10 CX Stars Profiled: Adrian Swinscoe & Jo Mayes

Customer Experience Magazine is profiling the top 10 Professionals and Influencers from our Top 50 CX Stars list. Here we look at Number 3 in each category. Jo Mayes of Business Stream is today’s featured Professional, and our Influencer is Adrian Swinscoe. We welcome feedback on our...