Category: Customer Experience

On the First Day of Christmas My True Love Sent to Me

‘I’m bored, I’m the chairman of the bored’ was released by Iggy Pop in 1979. I love that song. There are three earworms in my life that crop up when my state of mind needs them. The first is ‘Men of...

Is Amazon the only answer?

To Amazon or not to Amazon – that is the question for many retailers. With the retail giant’s third quarter results showing profits triple and a 37 per cent increase in earnings, other retailers are understandably concerned. Do they use Amazon...

Excellent Customer Service: The Unexpected Benefit of Lockdown

With the boom of the online era, customers in many sectors have become spoilt for choice when it comes to both products and services. With more options than ever and the ability to quickly compare offerings between companies, decisions can...

CXM’s Top CX Stars: 2021 Edition

The CX Stars list of the UK’s top Customer Experience Professionals and Influencers is returning to CXM for 2021. CX Stars is Customer Experience Magazine’s annual list of the country’s most dedicated CX Professionals who strive to transform businesses and place...

Top Customer Experience Trends in 2021

In this article, find out what are the top customer experience trends in 2021. The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly switch to remote work and further increase their use of digital...

The journey to effortless customer care: digital workflow solutions need to be simple

Operating a business in 2020 is challenging in ways that few of us could ever have predicted. Rarely have we seen change occur with such magnitude or velocity. Customer-demand fluctuations, fractures in supply chains, workforce disruption, and rapidly evolving government...

How to get customer feedback in the COVID-19 world

Throughout this pandemic, businesses have been wondering how to get customer feedback accurately. They are still trying to get a handle on the ‘new normal’ and the shifting needs of their customers. Add to this challenge the clear and present...

Driving rapid innovation in turbulent times (part one)

The global pandemic has rapidly altered the way in which customers interact with brands and brought in the need for innovation in turbulent times. In-person interactions have been largely replaced by digital, telephone, and other contactless interactions. Significantly, instead of...

iCXTrendTalks: Anita Siassions, Founding & Managing Director, ManagingCX

Anita Siassions, Founding & Managing Director at ManagingCX carefully analyses the state of CX in Australia in 2020, as well as the importance of CX leader’s peripheral vision. See the whole presentation and Q&A session below: [youtube https://www.youtube.com/watch?v=iXoy3cx1w3M?feature=oembed&w=640&h=360] ...

iCXTrendTalks: Yusdi Santoso, Head of Customer XM, EMEA, Qualtrics

As part of CXTrendTalks at the 2020 International Customer Experience Awards, Yusdi Santoso, Head of Customer CX, EMEA at Qualtrics focusses on three ways of finding ROI on CX in times of crisis and the transformative power of CX. See the...