Category: Customer Experience

Ask Ian: Should my business hire a dedicated CX professional?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine offering expert insight to help businesses improve their CX offering. To ask Ian a question on how to boost the...

Customer & User Experience Expo 2019

CXM has partnered with the Customer & User Experience Expo, which is making its debut at the London ExCeL on the 27th & 28th March 2019, and is running alongside four other unique industry shows at Europe’s best marketing event....

How Innovative Tech can Bring Retailers and Consumers Closer Together

Rapid technology advances and the advent of high-speed internet connectivity have allowed consumers to be more connected than ever before. Mobile phones, tablets, and computers that were once built for simple daily chores such as text messaging and browsing the...

Nationwide Voted UK’s Most Trusted Bank

Nationwide is the UK’s most trusted financial service provider for 2018, according to new research from experience management company and former UK Customer Experience Awards entrants Qualtrics. The research, which surveyed 1,000 UK consumers about the banks and financial services they...

Five Ways to Close the CX Gap

It seems that everywhere we go, every place we visit, every time we buy something, we are asked to rate our experience. There are even adverts in mainline stations encouraging us to provide feedback on our station experience with the...

Customer Complaints: Not all the Same

When it comes to resolving a customer’s complaint and addressing their concerns, customer service experts have various ideas about the right and wrong actions to take. However, there is no right and wrong – instead the response should be based on...

2019 European Insight Exchange set to Bring CX Excellence to Dublin

Customer Experience professionals are preparing to gather in Dublin for the 2019 European Insight Exchange event. Taking place in the Irish capital on March 13-14 at the Radisson Blu Royal Hotel, the conference is hosted by the CXPA and is one...

Back or Front Office: The Right Blend for Business

Nearly a decade ago, HMRC commissioned PwC to undertake a study of private companies, which had sought to implement closer integration between front and back office operations.  As a result, recommendations were made on how to approach the use of...

Baby Steps: The Journey of Growing CX Economies

Being a judge at the 2018 International Customer Experience Awards in Amsterdam, I had a chance to watch the trends in the world of CX and see what challenges face companies that are working on their relationship with customers. I...

The Rise of the Chief Experience Officer

The environment in which CMOs operate today continues to evolve at a rapid rate, with the ongoing shift in global dynamics, intense technological intervention, and emerging buying patterns of a digitally connected client.  Such megatrends have influenced the critical need...