Category: Customer Experience

2019 Customer Experience Awards: The Final Countdown

The 2019 UK Customer Experience Awards is almost here, and finalists from among Britain’s most customer-centric organisations are preparing to put their best foot forward at London’s Wembley Stadium. Marking a decade of celebrating the very best Customer Experience initiatives, this...

Celebrating CX Day!

It’s CX Day, and CXM would like to wish all its readers the very best as we celebrate the hard work and professionalism of those who make memorable Customer Experiences happen. Celebrated globally on October 1, the day is championed by...

Corporate Strategy: A Tragedy

Corporate strategy is a funny beast. It’s often built from a few extremely well worn phrases: statements like “We are one team”, or “Sustaining the future”, or “Empowerment”, perfectly executed in the brand colours and font, as tall and wide...

CX Grand Designs: Time for a Refresh?

It’s not long before the winners of the 2019 UK Customer Experience Awards will be unveiled. As one of the judges, Phil Durand (pictured), Director of Customer Experience Management at Confirmit knows that success comes in many forms and that the...

Compliance and Customer Experience: Not a Zero Sum Game

Businesses in regulated markets don’t have to choose between satisfying their customers and regulators, because compliance and CX isn’t a zero sum game. Yet with the right tools and focus, they can do both. Customer expectations are perhaps higher than ever. Conditioned...

Aligning the Competing Agendas of Customer Service

It’s time to rethink connected services and the way we interact with our customers. A lot has changed during the last 20 years in the customer service sphere, and it’s vital that companies engaging in it change too – and challenge...

‘Fangagement’ in the Mobile Age

Recent studies have found that over a third of the UK’s population have attended a festival since 2016, proving there’s always a fanbase ready to trade home comforts for a weekend of music, food, and drink in a field. Yet...

Event Experiences With a Human Focus

In an age of digital disruption, creating powerful experiences has never been more important. Marketers know this – 84 percent of Vice President and C-Suite level executives believe in-person events are a critical component of their company’s success. Designing with...

October Dates for CX Masterclass in Sweden

The Customer Experience Professional Masterclass is coming to Sweden, where world-renowned CX consultant and author Ian Golding will impart his knowledge over two days in October. Taking place on October 22 – 23, the Masterclass is held in collaboration with the AROS Congress...

Seven Ways AI Transforms Your Contact Centre Team Into Superheroes

Far from replacing people, artificial intelligence (AI) has the power to enhance employee engagement and productivity and customer interactions in one go. New technology inevitably changes lives. However, rather than fear robots replacing front line customer service representatives, it’s time to...