Category: Customer Experience

Reward your customers, and they’ll reward you with their loyalty 

According to McKinsey, 81% of shoppers have changed their consumption behaviours in the face of soaring prices and inflation levels. Two-thirds of shoppers are making less impulsive purchases More than half are spending longer researching and considering purchases 47% are holding out more...

4 practical approaches to unlocking customer voice and uncovering deeper insights 

Daily human conversations, whether spoken, written or recorded, represent an invaluable source of organic data for businesses. These word exchanges have significant potential to provide contextual insights that influence elements of an organisation’s operations. Unstructured conversations provide meaningful context around customer...

Voting open! Decide your top 50 CXMStars™ of 2024 today🌟

This year’s initiatives have been excellent. All entrants have done an incredible job. It was not easy to shortlist all the nominees to our finalists. But we’ve done it! The lists of the top 25 CXMStars for each category have been...

What does 2024 hold for customer service? 

From instability to a cost-of-living crisis, customer service in 2023 has had a lot to overcome. As we start 2024, there is scope to hope that this could be the year for positive change for customer service. Going forward, more businesses will be focused...

Top 3 unexpected CX predictions for 2024

As businesses set their sights on the new year, insurance providers must focus on elevating CX. Particularly when selling directly online. Prioritising customer needs is one of the best ways to achieve positive results, in terms of short-term financials and...

CX and Hospitality: what can we expect to see in 2024?

Navigating the hospitality industry presents a thrilling yet challenging prospect due to its unpredictable nature from one season to the next. Mastering the ability to adjust to the dynamic forces shaping both local and global markets, along with the ever-evolving...

Who will be scoring on the esteemed 2024 CXMStars™️ judging panel? 

With CXMStars™ 2024 well underway and the nominations step ending imminently, it’s time for the next announcements. After the nomination process concludes, our team will proceed to shortlist the top 50 CXM stars. Following this step, we are thrilled to share...

CXM’s top contributors of 2023

Over the past few years, we have received feedback about our work as a business publication and a community. Our readers see us as individuals who question concepts, don’t hesitate to investigate the value of services and products, and always...

Why XR could make a big difference to your customer and employee experience in 2024

AI, web 3.0 and the metaverse are big buzzwords these days in marketing and tech circles. Futurescoping has skyrocketed ever since Mark Zuckerberg introduced his grand metaverse plans. Industry talk has materialised into actual investment with big brands purchasing “land”...

CXMStars™️ is back for the fifth year! 2024 edition begins now

Customer Experience Magazine is delighted to announce that CXMStars™ 2024 is now open for entries! We are on our annual mission to find and crown the top 50 CX influencers and professionals of the year. This is the fifth year that...