Category: Customer Experience

Reinventing retail experiences with Conversational AI

Retailers face significant challenges today as they strive to remain competitive. They are grappling with macroeconomic forces such as inflation, labour shortages, rising wages, and the cost-of-living crisis. These pressures are compounded by the decline in brick-and-mortar operations and the...

Top ten CXM interviews with women in leadership

At Customer Experience Magazine, we put gender equality at the centre of our content strategy. More than 80% of our contributors are women, powerful CX leaders, consultants, solution designers, and innovators. We advocate for hearing female voices – so much so...

Accessible design: creating a positive experience for elderly customers

I was born and raised in an Indian joint family with a variety of age groups under one roof. This helped broaden my horizons of different perceptions from an early age. My grandparents were never tech-savvy and always struggled with...

Four CX investments that organisations should prioritise in 2023

According to Gartner research, CX is recognised as a priority with 76% of executive leaders surveyed indicating they see CX as critical to meeting the organisation’s business goals. Organisations with an effective CX strategy were less impacted by revenue loss during the pandemic years.   While encouraging to see...

The 2023 Consumer Trends Index: which attitudes and trends are shaping our strategies?

Marigold, in conjunction with Econsultancy, have released a report based on the findings of European consumer attitudes and trends. This is Marigold’s fourth consecutive annual report of the Consumer Trends Index.  In the Consumer Trends Index, we will dive into the...

Want to build a retail media business? Here are three things you need to get right

Retailers have reported a 24% increase in revenue from ads over the past 12 months alone. We’re already seeing many retailers with the right execution far surpass this rate of growth. IAB Europe estimates that by 2026, advertisers will spend around 29 billion euros on retail media. Understandably there’s a lot of...

Customer journey hijacking can impact your revenue & reputation

Malware is extremely dangerous for all victims involved – the business and the customer. Most crucially, it can affect the customer experience. Where third-party pop-ups occur and interrupt the process is where there is an issue created – and it...

Voice technology can transform customer service in 2023

To date, voicebots have garnered a bad reputation. They’re known for being inaccurate, clunky, and frustrating to operate. Thanks to the low-quality, underperforming voice technology of the last twenty years, customer confidence in automated phone support is low.  However, the underlying...

The top 5 priorities when building resilience and growth in challenging times

In a session hosted by Capita, CX leaders across multiple sectors recently met at CX Exchange for a think tank session. Here, they shared challenges and ideas about ‘building resilience and growth in challenging times’.  CX Exchange explored three crucial aspects of CX in today’s climate: doing more with less;...

Supporting customer support teams through technology

Much has been said about the importance of customer support services when it comes to strengthening brand loyalty. Today, with UK consumers finding themselves amid a cost-of-living crisis, gas and energy firms are facing the brunt of multiple customer requests for new...