Category: Customer Experience

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....

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...