Category: Customer Experience

Only Connected Organisations can Deliver Quality CX

With most executives now aware that the Customer Experience is a key differentiator in today’s marketplace, organisations are increasingly making this area a strategic priority. However, only companies that enjoy seamless internal communications will be able to deliver the level of...

Ask Ian: Making Customer Personalisation Simple

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

Turn Customers and Staff into Brand Ambassadors and Enhance Digital Experience

Like every other area of technology, social media continues to evolve on an almost permanent basis. In a post-GDPR and post Cambridge Analytica world, where algorithms completely govern what users see online and uber-influencers control the purchasing decisions of millions,...

Back to IoT Basics: Automating Outcomes to Improve CX

The application of IoT (Internet of Things) is booming, with new use cases arising near enough daily, but contrary to its growth, the sector risks inertia if businesses lose sight of the key objectives digitisation was founded upon – improving...

Ryanair: The Battle for the Leisure Traveller

On the face of it, the airline industry is in rude health, but a raft of brands now compete for customer’s attention, spend and data – from traditional high street travel agents, to aggregator sites, to airlines. To claim a greater...

Awards you can Trust!

The UK Customer, Digital, and Employee Experience Awards have received the Gold Standard Awards Trust Mark from the Independent Awards Standards Council. The honour was bestowed on hosts Awards International for their trio of ‘Experience’ awards, along with the UK Complaint...

The Complete Contact Centre Transformation

Delivering consistent and effective customer service is key within any contact centre, but providing exceptional Customer Experience and personalised journeys for individual customers will set you apart from the competition and build lasting relationships. For most companies, transformation of the contact...

Customer Satisfaction in a Data Driven Era

Customer Experience is a potent thing in determining a brand’s success; according to the 2017 Gartner Customer Experience in Marketing Survey, in two years’ time, 81 percent of marketers say they expect to be competing mostly or completely on the...

Customer Journey Mapping: On the Right Path

If you live in the software-as-a-service (SaaS) world, then you probably understand the gravity of customer retention. Recurring revenue is key to sustaining any SaaS business, which is why it is critical to understand not just how to win customers, but...

Meet the Masters: Sign up now for CXM Masterclasses

As summer heats up, so too does your ability to hone skills in a wide range of areas thanks to Masterclasses offered by CXM. Throughout the second half of 2018, expert-led Masterclasses will train participants to perfect abilities in delivering Customer...