Category: Customer Experience

Chattermill’s new report: customer support trends in 2022

This year for the first time Chattermill, a unified customer intelligence platform, surveyed 339 customer-focused business leaders from the US, Oceania, South America and Europe with the intention to better understand key trends in customer experience (CX) for the upcoming...

Global supply chain crisis forcing customers to buy local, global SOTI research finds 

More than half (52%) of global consumers said they are less likely to order an item that requires shipping from overseas than they were a year ago. A third (36%) said that if delivery or pick up of an item...

7 years of Awards International in Serbia: what does it take to build a successful business?

Awards International DOO, a company dedicated to running successful business awards programmes, celebrates its 7h anniversary this year. Customer Experience Magazine (CXM) interviews two of the leaders about Awards international’s business journey which has spanned over a decade now. We’re the...

The end of traditional customer surveys: what’s coming next?

Even before the pandemic, increased demand for personalised customer experiences had companies feeling pressured to meet customers’ expectations. They were scrambling to define and deliver exceptional CX. Leaders continue to strategise and anticipate evolving customer expectations to elevate the future of CX....

Growing with purpose: the winning business strategy 2024

One of the most common mistakes in creating a strategy is to think that documenting “business as usual” (BAU) activities is, or can be, a strategy. Unfortunately, this is a common mistake in organisations in most sectors, whether commercial, government or the third sector....

The recipe for CX success in 2022

As we kick off a new year, CX teams are still grappling with the fallout from the pandemic and its implications for consumer behaviour and customer interactions.  There are likely to be more bumps in the road ahead but as businesses map out their strategies for customer success in 2022, there are some fundamental...

Proactive customers service will make the contact centres of the future

The “new normal” has changed the relationship between businesses and customers, elevating the importance of customer service. If at the beginning of the COVID-19 pandemic it felt as though many businesses had literally taken the phone off the hook, it now appears brands have begun to realise their contact centres are at the heart of their relationship...

CXM’s most popular articles in 2021

Following one of the most challenging years, 2021 has put leaders in front of a complex puzzle they are still trying to figure out. For our team, this is the tenth year that we’re grappling with hot business topics by researching, interviewing, writing, and monitoring the changes in the CX world.   Together with our contributors, we published over 200 articles addressing some of the...

What’s on your customer’s shopping list this CX-mas?

It’s been another tumultuous time for the UK in the lead up to Christmas. Predicted delivery delays, staff, shortages, and last-minute tightening of covid restrictions have all played their part in driving a change to how we have shopped this...

Entries open for the CXMStars™ of the year 2022!

Customer Experience Magazine is delighted to announce the CXMStars™ for 2022 selection is now open for entries. ? This is the third year we organise the CXM nominations to celebrate the CXM Top 50 CXM Stars across the globe.  We couldn’t be more excited to invite you to submit entries or...