Category: Customer Experience

Time for Change

We all experienced (been involved in, or seen) changes that have worked, but often we have seen change done badly and those are the ones we tend to remember. Change is a given, a bit like death and taxes, but now...

0
(0)

What’s the best way to improve Customer Experience in the new normal?

Even before COVID-19 hit, the CX world was changing fast. Companies were already investing heavily in digital transformation to become more efficient and flexible. At the same time, customers were increasingly demanding a convenient, seamless and emotionally engaging experience across...

0
(0)

Online Female CX Communities: Why They Matter and How You Can Get Involved

The world’s first global online membership community for Women in CX is launching on International Women’s Day – March 8th 2021. And this start-up is pretty special. CX Magazine has partnered with Women in CX and this week, caught up with...

5
(3)

2021 Gulf Customer Experience Awards: Meet The Winners

The winners in CX innovation across the Middle East have been announced at the annual Gulf Customer Experience Awards in Dubai. Following a fantastic day of presentations by finalists, and hybrid live and online awards ceremony, the big winners have been...

0
(0)

2021 UK Customer Experience Awards: Entries now Open!

Entries are now open for the 2021 UK Customer Experience Awards, which this year is marking twelve years of celebrating the very best CX in Britain. The 2021 UK Customer Experience Awards is going to be a celebration of the extraordinary...

0
(0)

Top Tips for Hiring the Right Team to Deliver the Best Possible Customer Experience

Building the right team to deliver the standard of care you expect your customers to receive can be challenging. There are lots of elements that are required to achieve success, from establishing companywide values to guide decisions, to empowering your...

0
(0)

An Interview with 2021’s Top CX Stars Professional, Simon Johnson

I had the absolute pleasure of speaking with this year’s highly deserving Top CX Stars Professional, Simon Johnson. Simon is General Manager for UK & Ireland for Freshworks, a company providing organisations of all sizes with SaaS customer engagement solutions. Simon...

0
(0)

Gaining and Retaining Customers in 2021. Part Five: What 2021 Holds for the CX Industry

CXM Editor Debbie Walton had the pleasure of chatting to Simon Johnson from Freshworks, CXM’s winner of this year’s CX Stars Top 100 Professionals, about what he thinks 2021 holds for the CX Industry. For information on Freshdesk’s product offering, please...

0
(0)

To go from bad CX to good CX, it’s time for organisations to ‘Think different’

CX has seen a major shift away from product-centricity into customer-centricity, as befits the new, consumer-enabled digital world – especially true today. A poorly implemented CX initiative is often worse for both customer and business than having no CX initiative at...

0
(0)

7 Ways to Improve Customer Experience with Email Marketing

A happy customer is a loyal customer. And loyal customers are important. In fact, the chances of selling to an existing customer are between 60-70%. Which drops to a mere 5-20% for new customers. But what is the key to keeping customers...

0
(0)

Giving Compliments

In Dale Carnegie’s book How to Win Friends and Influence People, he talks about giving compliments as being like leaving beacons of light. The world is a very small place and before you know it, you’ll do a full circle...

0
(0)

Accelerating Customer Service: Streamlining Businesses for the Subscription Economy

The impacts of COVID-19 won’t be temporary. Customer experience as we know it is coming to an end. But luckily, we can all learn from the changes to come.    Over the next year, we will shift further from a physical...

0
(0)

Can CX learn from communities pulling together and volunteering during the Covid-19 Pandemic?

According to recent research, engagement with volunteering has increased in younger people whilst decreasing in over 55s. This is most likely driven by the need to self-isolate and the more vulnerable needing to shield. Whilst I have experienced a general...

0
(0)

Voice of the Customer Tools for SMEs and Small Corporates

Regardless of the clear value of customer feedback, few businesses have people with the skills and the time to analyse it, draw conclusions, initiate action and monitor the results. Even huge corporations with data scientists invest in a Voice of...

0
(0)

Thriving in 2021: The Top Trends for Sales and Marketing Leaders

The impact of 2020 was far-reaching, especially for sales and marketing teams. With business and consumer spending habits having dramatically changed due to uncertainty, as we move forward into 2021, how can businesses overcome this challenge, especially in the wake...

0
(0)

A 3-step guide to giving your customer service agents more autonomy

It’s no secret that 2020 was a tough year for customer service agents. Increased workloads, heightened customer expectations, a global shift to remote work. Unfortunately, most of these challenges have spilt over to 2021, as more and more companies realise...

0
(0)

Athens marked the next day of the CX worldwide at CX Summit 2021

The CX Summit 2021, the first International online conference of Boussias and Marketing Week, took place with great success on Thursday 28 January. For more than 10 hours, 417 top executives from the global CX community and 23 top speakers from 20 countries gathered...

0
(0)

No More Support Tickets: How to Deliver Excellent Customer Service with Gmail

Managing customer relationships is necessary for every business. Whether it’s solving customer issues or answering inquiries, companies use different tools to carry out daily customer interactions. Maintaining good customer relationship is key to customer loyalty which can only bring you more...

0
(0)

Gaining and Retaining Customers in 2021. Part Four: Building Relationships

In this, the fourth in a five-part series on gaining and retaining clients in 2021, we spoke to Jamie Thorpe, Head of Experience Management at Ipsos, who is a long-standing member of the CX professional community having worked on the...

0
(0)

Here are the CX Stars of 2021

The votes have been ratified and we’re pleased to announce CX Stars Top 100 Professionals and Top 50 Influencers! The competition was fierce and the comradery palpable as the entrants for this year’s CX Stars took to social media to...

0
(0)
1 2 3 4 5 64