Category: Customer Experience

Confessions from a Conference Call

Conference call provider Powwownow recently conducted a survey to find out what the UK actually get up to when on a conference call. The results are indeed interesting. 12% of respondents have used the toilet whilst on a conference call. Over...

Complaint Handling Drives Brand Loyalty

Many companies are terrified of customer complaints. What they don’t understand is that complaints are actually a blessing in disguise. Not only does your company have the chance to fix a problem, it is also a great opportunity to build...

Empower Contact Center Agents with Adaptive WFO

These days, people expect personalization and individualized focused service. Think Netflix or amazon. Your agents are no different. High agent turnover, increasing costs and customer dissatisfaction, is the reality of most contact centers. The cookie-cutter approach to managing, training and evaluating...

5 Tips for Creating an Accurate Customer Journey Map

Customer journey maps are more than just diagrams. Sure, they illustrate (in a very visual and easy-to-digest way) the steps customers go through when engaging with a company. But there’s a lot more to it than that. Customer journey maps act...

Is Influencer Marketing the Future of Marketing?

Is your marketing budget being put to good use? Are you getting the desired results from your campaigns or are you struggling to see a positive change in your ROI? Maybe you’re not making use of one of the most...

CXM Interview: Customer Experience Driving Business Strategy

CXM editor-in-chief Marija Pavlović talks to Iain Shorthose – customer experience director of international support services and construction group Interserve – about how customer experience is driving his company’s future strategy. CXM: Hello Iain, can you please by explaining to our...

CXM Interview: How to Prepare for the Market Shockwave

Within our interview series, we had a pleasure of talking to Shane Cragun, co-author of Reinvention: Accelerating Results in the Age of Disruption with Kate Sweetman. We discussed market trends and challenges of keeping track with the disruptive practices. Thank you...

How to Integrate SMS into Your Customer Service

It’s the summer time, so thousands of people are preparing to embark on their holidays. From the travel industry’s perspective, this is the peak time for managing customer enquiries and therefore the emphasis on delivering appropriate and timely service is...

Print’s Not Dead, It Just Needs to Be More Intelligent

Print Direct Mail (PDM) is often thought of as the grandfather of customer communications. In the world of ever-more sophisticated digital marketing, many have come to view it as a waste of money and effort. However, new research from the...

Customer Olympics 2016: Harness a Summer of Sport with Boosting Promotions

For sporting fans, the summer of 2016 truly is a glorious time, from annual events such as Wimbledon, the rugby union summer series, Tour de France and cricket one-day events through to the Olympics and UEFA Euro championships. Marcus Ardeman...