Category: Customer Experience

People work on two blocks representing the need for improvements in CX technology.

NTT’s latest research: CX technology sets records but still fails to satisfy many customers

This year’s Global Customer Experience Benchmarking Report (GCXBR) comes with quite some interesting results! NTT, a leading global technology services company, conducts this highly influential survey for 24 years in a row with the goal to assess the global status...

CX day with CXPA

Your CX day with the CXPA community: register today!

CXM is happy to support this year’s CXPA CX day celebration! The CXPA will host an amazing event on the 5th of October to celebrate the most exciting day for CX professionals across the world. Each year on the first Tuesday...

People at the meeting discuss purpose-led leadership.

Purpose-led leadership – the new strategic imperative

“To prosper over time, every company must not only deliver financial performance but also show how it makes a positive contribution to society.” Larry Fink—Founder of BlackRock The Covid-19 pandemic has fundamentally changed the way we look at the world, including...

An illustrated image showing a person driving through the Customer success roadmap

How to build a customer success roadmap?

In the last couple of weeks, the CXM team provided you with a couple of essential guides reflecting on customer experience. This was all part of our initiative to cover the industry basics and further explore the essentials of effective...

A photo shows people holding pieces of puzzles to bring humanity and technology together.

Bringing humanity and technology together

Since its humble beginnings in 1887, the family-run business Stannah has become a world leader in manufacturing and selling stairlifts. The traditional sales process has always been central to its success. Face-to-face communication with clients and their families was at...

An image showing a had smashing a plastic bottle as a message of sustainability promises companies give to customers.

Is the fashion industry true to its sustainability promises?

The fashion and retail industries have been put through somewhat of an awakening in the last few weeks. It began with the release of the latest IPCC report which declared the climate emergency a ‘code red situation for humanity’. This was followed...

An illustration shows an employer managing a Customer Experience recruitment process.

Customer Experience recruitment: a comprehensive guide

Are you ready to go out there, look for talents, and start the Customer Experience recruitment process? Although hiring new CX professionals can seem easy, things are not always straightforward. There are a lot of things to balance and explore...

An illustration shows people running from a global economic crisis.

Learning from the global economic crisis: an interview with Eliot Heilpern

CXM had the pleasure to talk with Eliot Heilpern, the Partnership Director and Co-Founder of The Payments Business, about the global economic crisis. We have dived deep into the consequences of the recent financial crisis of 2007 and 2008, disruptions...

A banner shows the name of the digital-first CX summit

RE:SOLVE Summit tackles the topic of digital-first CX

Have you heard about the biggest summit about digital-first CX? Do you want to know how world-class leaders delight customers and grow their businesses? In this article, we summarize all about RE:SOLVE, a summit organized by a leading Indian cloud-based SaaS...

An illustrated photo shows people working to answer the question of what does CX mean.

What does CX mean?

In the last couple of years, the interest in CX (Customer Experience) has risen significantly. Yet, many CX professionals would say that the term still doesn’t circulate the world to the desired degree. They often emphasize the need to focus...

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