Category: Customer Experience

Bridging the CX Chasm

I would hope that in every business that it is clear who is responsible for sales and who is responsible for post-sales service. What may not always be clear is who is responsible for what happens in between. Who is responsible...

The Era of Conscious Consumer: Shoppers Demand Brands Be More Environmentally Aware

Emerging from the coronavirus lockdown, brands and retailers are expected to shift towards sustainability as 37 percent of UK and Irish consumers became more conscious of their online shopping habits and the impact it has on the environment. The research conducted...

A New Look: The Importance of An Adapted CX Strategy for A New Customer Mindset

In times of crisis we re-evaluate what we think. Tried and tested concepts no longer feel appropriate as we turn a critical eye on brands, institutions and governments based on what they have said and done and what they will...

Aim For the Stars: Take a Peek at CX Excellence

“An excellent and well-constructed entry that showed that the business truly understands the benefits of putting the customer first.” “A strong submission with supporting evidence of how the culture has joined up two parts of the business around the customer.” “Fabulous presentation...

Four Steps for Taking Control of Your Content Strategy

As the importance of customer experience (CX) continues to be front and centre for businesses, it is crucial for brands to constantly engage with their customers through personalised content. However, research by SoDA has shown that whilst most C-level executives (97...

Six Ways to Unlock the Hidden Value of IT in CXaaS Programmes

The CX technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and has exposed wide gaps in how companies interact with customers, especially through digital channels. As a result, many companies have...

Across the Pond: Finding Your CX Community

The story of how 2 CXers from across the Atlantic found each other, and their CX tribes while sharing their passion for Customer Experience with the world. Both Hannah Foley, CCXP and Janelle Mansfield, MBA are authors of the bestselling series...

Companies Still View Customer Service as an Expense, Report Finds

According to the 2020 State of Customer Service Annual Report by leading growth platform HubSpot, a third of customer service professionals believe that their organisation do not view customer experience as an opportunity for growth, which is an increase from...

Five Ways eCommerce Retailers Use Automation to Improve CX

With some countries facing COVID-19’s second wave and a lockdown lurking around the corner, many businesses are still unable to return to normal, while eCommerce retailers which saw a spike in recent years were able to thrive and teach us...

Is Safety the New Currency for Retailers in the Battle for Customer Loyalty?

When face masks became compulsory in shops and supermarkets across England on July 24, coupled with President Donald Trump wearing one for the first time in recent days, the issue has once again been thrust firmly into the spotlight. For retailers...