Category: Customer Experience

customer service business growth in 2022

Gartner’s latest research: 64% of customer service leaders will focus on business growth in 2022

Last week, Gartner published the results of their survey on customer service support priorities for 2022. According to the research, 64% of customer service and support leaders named ‘grow the business’ as their most critical priority in the upcoming year. Besides...

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a colorful image showing trends in customer behaviours

Consumers have changed: are brands ready to respond?

From omnichannel shopping to brand switching, the pandemic has accelerated some key trends in consumer behaviour. It has also profoundly altered customers’ perceptions and beliefs about the companies that serve them. Four key trends in customer behavior As an organization that...

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an image showing the cover of international customer experience awards 2021 event

International Customer Experience Awards 2021: the biggest ICX awards ever organized

What a week for the Awards International team! With 120 companies and 130 judges from 50 countries, the International Customer Experience Awards has been one of the biggest CX awards ever hosted! Moreover, this is the first time Awards International...

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an image showing the snowman on the Christmas market while there is a supply chain crisis.

Supply chain crisis: no Christmas presents this year?

The UK’s ongoing supply chain crisis, with both Brexit and COVID related issues, has resulted in an extremely unwelcome vortex of challenges for the retail sector. This has spared unsurprising concern from consumers and suppliers alike. Warnings of disruption from sector leaders at various points across the supply chain, whether from retailers or shipping executives, has been met...

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An image showing a couple shopping during the holiday. This picture represents according to the Christmas marketing strategies.

Elevate your 2021 Christmas marketing strategies with these four trends

As we head into the Christmas shopping season, brands and agencies are looking to create strategies to reach consumers, generate awareness, and beat out the competition. While this task may seem simple, the shopping ecosystem is complex and can be...

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an image showing the impacts of harnessing positive frictions

Harnessing positive friction: an interview with Forrester’s analyst Joana de Quintanilha

A week ago, our team hosted a CX roundtable titled CXM time machine. One of the guest speakers was Forrester’s VP Principal Analyst Joana de Quintanilha. During the talk, she introduced us to her interesting career path and shared glimpses...

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The photo shows three emoticons standing for would not recommend facial expression.

Would not recommend – the scariest words a CX professional can hear

Net Promoter Score has been one of the central topics in conversations between CX professionals for years now. If you regularly read CXM, you know we published many articles on this subject, both from positive and negative points of view. Whether...

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A star on a desk represent a customer-first mindset.

How to develop a customer-first mindset?

The CXM team gathered many articles on the importance of CX in today’s world. With this comprehensive guide, we further develop that initiative by providing expert tips on developing a customer-first mindset. Following the economical and societal uncertainty, most brands now...

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A compass and a map represent the customer journey management.

What is customer journey management?

After exploring the topic of the customer value journey, it’s time to take into account the process of measuring, tracking, and optimising the provided experiences. Customer journey management is an approach to delivering seamless experiences to your customers across all...

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Two people look at the map that represent customer value journey.

Your guide to the customer value journey

Following the initiative to cover CX basics in a series of articles, CXM talked a lot about the topic of the customer journey in the last couple of months. Today, we further explore the subject and give more details on...

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