Category: Customer Experience

The 7 habits of a highly effective CX trainer

Customer Experience (CX) has a major influence on an organisation’s ability to grow its revenue, customer base and market share. Without exceptional CX, customers will simply jump ship and find another product or service provider. Statistics show that 86% of...

The 3 biggest benefits of contact centre AI

From smarter forecasting to call routing and IVR, artificial intelligence is increasingly embedded in how contact centres work. It’s no longer the preserve of big brands – with big budgets – but a mature, ready-to-use technology from which every contact...

How to drive CX with your own humanity, purpose, and vision

Knowing how to start an article is perhaps the most challenging part. Sitting at my computer, this is one of those pinch-yourself moments where I find myself penning an article for the Customer Experience Magazine (CXM) – a publication I...

CX & Loyalty Summit MENA 2022: driving revenue through CX transformation

The CX & Loyalty Summit MENA 2022 will bring together senior industry executives from various sectors and industries. The summit will discuss CX, EX, Loyalty, Customer Service, Digital Trends, and much more. The Summit will explore cutting-edge technology, including digital...

Evaluating the post-experience: how to fill gaps in NPS measurement

Whilst trying to check in for a flight recently, I kept receiving an error message that my passport credentials could not be accepted. I re-entered the information many times, had others review the information I submitted and even called customer...

35.7 million Brits don’t feel supported through the cost-of-living crisis

35.7 million British adults believe gas and energy firms aren’t fully supporting them through the cost-of-living crisis. This research reveals that only 14% of adults believe utilities provide a personal service which helps customers feel recognised. Further, only 20% of Brits...

Managing vulnerable customers with a humanised digital CX approach

Mounting inflation and economic challenges in the wake of the pandemic have meant that an increasing number of customers are experiencing financial vulnerability. The onus is now on companies to help their customers ride out these difficult times with a...

Starting your journey of CX digital transformation

When was the first time you heard the phrase ‘digital transformation? The idea of building your business model around digital is nothing new. But as consumer expectations, commercial realities, and the competitive landscape continue to change, few could ever say...

How no-code technology is transforming healthcare for elderly patients

The worldwide population is aging. The demographic shift is putting pressure on the already overburdened healthcare systems, which are struggling to keep up with demand. To ease this pressure, no-code technology can assist, and will become increasingly essential in the...

Online research platforms: a guide to generating customer feedback

Online research platforms are exactly as they state on the tin. If you want to find out how your customers, or even employees, are feeling, it’s time to bring this in. These platforms are crucial for gathering essential information and...