Category: Customer Experience

Online feedback for your retail CX programme is invaluable

We know the value of customer feedback. It assists business growth, identifies areas of weaknesses, and what’s working well. And that’s just scratching the surface.  On November 30th 2022 10am GMT, CXM have the honour to host a free online webinar...

Are pseudo metrics taking over and driving CX strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in unaligned digital experiences, but also damage your brand loyalty.  Simply put, metrics are the building blocks to design your strategy....

CX in real estate: reinvent the VoC programme for international recognition

Imagine owning and managing a diverse portfolio of commercial properties. Those spanning office, laboratory, retail and coworking spaces. Just as the Covid pandemic hits, it brings with it the greatest change in working practices for decades. This includes working properties being...

Which social media marketing trends will shape CX in 2023?

2022 saw many changes in social trends and CX. From TikTok taking over, to the Metaverse finally taking off. Social media marketing already looks very different to what it did just a few short years ago. 2023 looks set to have...

Creating the perfect recipe for proactive customer care

We are entering another moment of uncertainty – with cost-of-living and rising interest rates becoming a real concern for individuals. Brands can look at ways of proactively reaching their customers to help anticipate their questions and worries. Before creating new customer...

The fight or flight of airline CX

From strikes and lost luggage to flight cancellations and delays, this year’s travel season saw its fair share of turbulence. This led many passengers to take to social media to express their frustrations. Amid these challenges, social media teams were under...

How will Consumer Duty drive major CX shifts in the retail industry?

The FCA (Financial Conduct Authority) in 2022 published their final rules for the Consumer Duty. This is a set of procedures that companies must have in place to meet the required standard of consumer protection and support. Many companies had to...

The first edition of CXM Review taps into the unknown of a new era of CX

We at the CXM team have always prided ourselves on our values. Connection, knowledge, and bravery. When learning about us on our homepage, we specify – ‘we are here to explore what it means to build businesses with humans at...

Silence of the Customer is louder than Voice of the Customer

Amid the growing dialogues about digital experience, your customer data has the power to make or break your business. But what happens when your customer goes silent on the data? The silence of your customer is a deadly threat to your...

Winners announced for Gulf Sustainability Awards ’22

Dubai, October  – The GSA™ programme concludes another successful year, after bringing together top organisations across the Gulf region to recognise the best sustainability initiatives.  On October 24, the event took place at the Conrad Hotel and Fairmont Hotel, with the judges watching...