Category: Customer Experience

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...

Developing a total experience (TX) strategy framework

Total Experience (TX) bridges user, customer, and employee experience disciplines into one transformational experience. This experience unifies every customer touchpoint; aligns the brand across every channel; harmonises business functions; and establishes trust within every possible journey. A TX strategy is...

How to implement data-driven decision making through Supply Chain 4.0

The retail industry has become accustomed to dealing with disruption over the past few years. COVID-19 lockdowns brought about unpredictable challenges, such as overstocked warehouses, port issues and order cancellation due to suppliers shutting down. This has continued into 2022....

The art and science of CX: a conversation with Nate Brown

‘Don’t feel like you have a system locked in. That’s not going to be possible here. Always be curious. Be experimenting. Be learning and in that way you get to design experiences that will be helpful and relevant to your...

The significance of retention and delivery during economic crises

The monthly consumer confidence ratings published by the British Retail Consortium have not made for pretty reading in recent months. Time after time, the announcement has seen retail sales slide. It’s presenting a gloomy picture for an industry still finding...

Upcoming webinar with Webex CPaaS Solutions – looking at conversational messaging for CX

On Wednesday 19th October at 3pm GMT, CXM have the privilege of hosting a free online webinar with Webex CPaaS Solutions . This exciting new learning opportunity will be looking at ‘How conversational messaging is transforming CX’, with speakers David Creasey-Benjamin from Webex...

Why effective communication is important for customer experience

Many factors influence how a customer feels about your brand and the overall experience they have when using your products and services. However, one of the biggest factors is communication. Good communication is everything when it comes to giving a...

Prove the ROI of your customer experience programmes in 3 steps

To secure and retain support and budget, CX leaders must effectively use their data to demonstrate the ROI of CX. This involves proving the link between improved customer satisfaction and wider business outcomes. Customer retention, purchase frequency, lifetime value and...