Category: Customer Experience

an image showing the layers of people's personalities. The image symbolize the emotional intelligence in CX.

Emotional intelligence: the secret to a memorable customer experience 

In customer experience, we’re often taught to embrace the mantra, “the customer is always right.” This is to ensure the people we work with receive an exceptional experience and return to do business with the establishment. Even when the customer...

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Leveraging the power of conversational AI for improved customer experience

Conversational AI chatbots have become a popular approach for organizations across various sectors to communicate with their consumers. At a time when remote working is more prevalent than ever, chatbots have helped many organizations maintain a consistent customer experience and...

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UXinsight Festival is coming up on May 30: book your seat and discover growth in UX research  

The CXM team is delighted to announce our media partnership with the UXinsight Festival 2022, a hybrid event coming up on May 30. This is an amazing conference created by UX researchers for UX researchers.   In this short overview, we’ll walk you...

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fake reviews

British consumers demand greater government protection against fake reviews 

On Tuesday, the new Consumer Protection Bill is expected to lay out proposals making it illegal to pay someone to write or host fake reviews online. The latest research reveals that British consumers want regulations that offer total protection from...

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CX innovation and agility

CX innovation in agile development is easier to implement than you thought

Lisa is doing wonders at a B2B e-commerce system. She supports developers to connect to the company customers, helps product owners make decisions for the product roadmap and bring out the best in the customer support team. Who is Lisa? She...

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Customer Success Operations: the hottest career in the customer service space

In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model, almost all have realized that they can’t accelerate growth without investing in Customer Success (CS). Usually, that means...

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third party sources

Gartner predicts by 2025, 60% of customers will seek service information from third-party sources 

According to Gartner, by 2025, 60% of customers will seek service from third-party sources of information not owned by the company. Currently, younger customers already use third-party information sources more frequently than older consumers, suggesting that this trend will increase...

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An image showing the article cover with Punk CX leader

Interview with Adrian Swinscoe: why make CX more punk?

“Punk is not a method, not a framework, not a toolkit. It is just an invite to do things differently because our customers and our people are waiting.” This week on CX Lore, we are joined by Adrian Swinscoe, an experimental...

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Hear me out: top five CX podcasts of 2022

For the past few weeks, our team has been dwelling on the topic of business podcasts. There is something truly unique in the spoken-word audio that makes us continuously select it as our favourite way of gaining knowledge. The NPR...

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green delivery

Five best practices to improve sustainability in business for last-mile deliveries 

In a recent report, Accenture describes last mile deliveries as being at a crucial moment in terms of sustainability: “The last mile ecosystem is at a tipping point. Go one way, and it can extend these gains. Go the other...

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