Category: Customer Experience

No-Touch Retail: Creating Rich Experiences for Consumers Using Touch-free Technology

Physical retail’s strength when compared to online shopping has always been the multi-sensory experience it delivers. When it comes to hooking shoppers, there’s nothing like seeing, touching, and trying the products. But when touching is a no-go, like it has been for...

Intelligent Decision-making in Insurance: The Escalating Customer Experience Need

The coronavirus pandemic has changed many things in many industries – and not always in the most obvious way. Insurance companies have seen both fewer claims and fewer sales. As a result, many have realised that the process of digitisation,...

Has Black Friday Forced Online Retailers to Re-evaluate Their Checkout Experience for Good?

The festive season has always been an important period for both online and in-store retailers. And over the past couple of years, Black Friday has grown in importance to businesses in the UK. According to data from Barclaycard, UK sales during...

Karamba Casino – A Customer Experience Case Study

Karamba Casino is among the oldest sites in the iGaming sector, having been around since 2005. The casino offers both casino games and sports betting, catering to the needs of different players on one website.  That said, it is a fully...

Gaining and Retaining Customers in 2021

Part 1: Measuring Your Success  Just when we thought we could see the light at the end of the dark and scary Coronavirus tunnel, the goal posts have been shifted again with the implementation of another national lockdown. With morale low...

Why Customer Service Staff Still Matter in an Online World

We often hear that we are living in the fourth industrial revolution and many of us wonder what exactly this means. While it may seem extreme to some, when we analyse the new technologies that are now starting to fuse...

CX-iness – What Is It and How Do You Get It? part 2

 “Love is like a rubber ball. You can drop it a few times before it loses its bounce. Trust, on the other hand, is like a glass ball…” – Anon Engaging your customers with CX-iness depends on how well you orchestrate...

CXM’s Top CX Stars 2021: Have Your Say

With the new year fast approaching, the CX Stars panel is preparing to reveal its shortlist of the UK’s Top Influencers and Professionals for 2021. Customer Experience Magazine will be publishing a countdown of the Top 50 CX Influencers in January,...

Gulf Customer Experience Awards 2021: Finalists Revealed

The finalists for the 2021 Gulf Customer Experience Awards have been revealed, with brands including Virgin Mobile UAE, Abu Dhabi Commercial Bank, and HSBC among those set to compete for victory at the event in February. The annual gathering is the...

The CX Legacy of Tony Hsieh

The Former CEO of Zappos has a unique approach to forming relationships with customers, and changed the way we bought shoes.   Tony Hsieh, Zappos CEO and Customer Experience trailblazer, lost his life tragically in a suspected accidental house fire in November....