Category: Customer Experience

We are all CX – the mantra that made Univar Solution a trustful company      

As the main media partner for Awards International, Customer Experience Magazine get exclusive access to the winning companies all around the world. We interviewed Sam Wegman, VP of Customer Experience at Univar Solutions. We discussed her career path and how her...

CX without traditional surveys: how is AI changing the way we collect and analyse feedback?

Over the last few years, we have seen major advancements in obtaining customer feedback, and technology. Surveys are dying out, and artificially intelligent robots are communicating with us at the speed of light. Let’s put them together – how is the...

Beyond human-centred design: CX for a troubled planet

The term Customer Experience was coined in 1994 by Lewis Carbone. Since then, it has grown from relative obscurity to a fully fledged discipline. It is now taught at postgraduate level in universities, with recognised professional certifications and global governing bodies. However the rising awareness...

Relying on online tools and AI assistants alone won’t retain your customers. What will?

With consumer confidence constantly in flux – falling from a record low in January to its highest level in almost a year in February – the experiences that brands deliver today become increasingly important in winning over customers and their share...

The new era of customer centricity in a disruptive market

Some of the global changes in recent years have disrupted and forced businesses to pivot and adapt to continue to trade. Whereas, others have increased the opportunity for companies to meet customer needs better. But are businesses more or less customer centric...

Harnessing artificial intelligence to elevate immersive customer experiences

Everyday we are bombarded with countless different distractions. Be it a ping on our phones or smart watches, an email notification on our laptops or an eye-catching advert on a digital billboard – there are endless diversions that pull us...

The modern retail customer wants more than just an experience

Consumer attitudes and behaviours are changing. People are seeking value from their shopping, and while price will be the ultimate purchase driver, there is a reluctance to compromise on convenience and values. Expectations of service, retail technology and sustainability are rising. The future of...

Why maintaining marketing budgets is crucial during economic uncertainty

2022 cemented the impact of the cost-of-living crisis, with businesses and consumers feeling the pinch. Despite this, the latest Advertising Association (AA) and WARC Expenditure Report found that the UK’s ad market grew by 8.8% to reach £34.8 billion last year. However,...

Why brand bravery will win the war for consumer trust

Experts in trust in the digital age rightly note it’s still just as elusive as ever. According to Rachel Botsman, emotion remains a more important driver than fact. Consumers are taking huge leaps of faith when deciding to place their confidence...

How hospitality leaders should prepare for travel spending spike

The U.S. travel association has estimated travel spending will increase by 48% in 2023, compared to the pandemic low in 2020. And as expected, the year has got off to a strong start. In January, Barclays reported a 66% increase in travel spending compared to 2022, in spite of the cost of living crisis. One thing is for certain – hospitality...