Category: Customer Experience

NTT’s latest research: CX technology sets records but still fails to satisfy many customers

This year’s Global Customer Experience Benchmarking Report (GCXBR) comes with quite some interesting results! NTT, a leading global technology services company, conducts this highly influential survey for 24 years in a row with the goal to assess the global status...

Your CX day with the CXPA community: register today!

CXM is happy to support this year’s CXPA CX day celebration! The CXPA will host an amazing event on the 5th of October to celebrate the most exciting day for CX professionals across the world.Each year on the first Tuesday...

Purpose-led leadership – the new strategic imperative

“To prosper over time, every company must not only deliver financial performance but also show how it makes a positive contribution to society.” Larry Fink—Founder of BlackRockThe Covid-19 pandemic has fundamentally changed the way we look at the world, including...

How to build a customer success roadmap?

In the last couple of weeks, the CXM team provided you with a couple of essential guides reflecting on customer experience. This was all part of our initiative to cover the industry basics and further explore the essentials of effective...

Bringing humanity and technology together

Since its humble beginnings in 1887, the family-run business Stannah has become a world leader in manufacturing and selling stairlifts. The traditional sales process has always been central to its success. Face-to-face communication with clients and their families was at...

Is the fashion industry true to its sustainability promises?

The fashion and retail industries have been put through somewhat of an awakening in the last few weeks. It began with the release of the latest IPCC report which declared the climate emergency a ‘code red situation for humanity’. This was followed...

Tips for Improving CX at Your Place of Business

If there is one constant in commerce, it’s that no business would survive long without customers. This is why so much emphasis is placed on improving the customer experience and is especially important to businesses seeking major growth and/or customer...

Customer Experience recruitment: a comprehensive guide

Are you ready to go out there, look for talents, and start the Customer Experience recruitment process? Although hiring new CX professionals can seem easy, things are not always straightforward. There are a lot of things to balance and explore...

Learning from the global economic crisis: an interview with Eliot Heilpern

CXM had the pleasure to talk with Eliot Heilpern, the Partnership Director and Co-Founder of The Payments Business, about the global economic crisis. We have dived deep into the consequences of the recent financial crisis of 2007 and 2008, disruptions...

RE:SOLVE Summit tackles the topic of digital-first CX

Have you heard about the biggest summit about digital-first CX? Do you want to know how world-class leaders delight customers and grow their businesses?In this article, we summarize all about RE:SOLVE, a summit organized by a leading Indian cloud-based SaaS...