Category: Customer Experience

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...

Successful CEOs must forget about ego & workplace politics: interviewing Capita’s Corinne Ripoche

Our team at Customer Experience Magazine is honoured to host an interview with Corinne, the trailblazing CEO of Capita Experience. This conversation will delve into her remarkable journey and insights as a female leader.  Corinne, the newly appointed CEO of Capita...

What does a true omnichannel store look like?

Self-checkouts. Mobile apps. In-store browsing touchscreens. Which of these digital capabilities is part of a retail omnichannel experience? The answer is all of them. However, as standalone offerings, these elements don’t result in a true omnichannel experience. As an increasing number...

The empathy revolution: 5 ways that AI will transform customer and employee experiences

For many customer experience leaders, artificial intelligence (AI) is both a shiny object and a business imperative. More than three-quarters of senior executives say AI will be a critical part of their customer experience (CX) operations in the coming years. AI will enable organisations to reshape their customer and...

Are your workforce management processes digital ready? 

In today’s digital world, the old ways of managing a contact centre workforce no longer suffice. With customers demanding—and receiving—multiple ways to interact with their service providers, contact centres have started to rethink the concept of what work is and how it is assigned. But even as contact centres embrace digital...

Addressing emotionally complex issues in call centres with AI 

Customer service has evolved tremendously over the past decade. What was once a call centre staffed with hundreds of agents fielding phone calls has transformed into an omnichannel operation with webchat, social media messaging and AI-powered chatbots handling routine inquiries....

Businesses are losing Gen Z customers. Here’s 3 ways that AI can help

This article was co-authored by Devon King (Senior Account Executive, Sales) and Colm Bermingham (EVP, Sales) at Inbenta. Businesses are losing Gen Z. At least, those businesses that aren’t living up to the expectations of their young, savvy, digitally native customers.  Combined with...