Category: Customer Experience

The first Turkey CX Awards: winners announced

Yesterday was a truly exciting day for the Turkey CX community and the Awards International team. The first-ever Turkey CX awards were hosted by amazing CX Professionals Ian Golding and Sinem Yüksel, followed by Greg Melia who gave a fantastic...

How can you harness personalisation in CX to drive increased loyalty?

It’s long been established that personalisation is key to a well-rounded customer experience strategy. So, what is personalisation in CX, and how can you achieve it for your brand in a way that turns customers into loyal advocates?Well, personalisation in...

Delivering CX and sustainability in communications

Customer experience (CX) and sustainability are agenda-topping priorities for many enterprises today, not least because of their influence on customer acquisition and loyalty. When it comes to customer communications, Lucy Klinkenberg-Matthews, Head of Sustainability for Paragon Customer Communications (PCC), explains...

The role of customer experience in the travel industry recovery

With the world slowly opening up to the possibility of travelling, the sector starts growing hopes in the travel industry recovery. Dave Burling, chief executive at Tui Group, Britain’s largest holiday company, pointed out that as “restrictions come off, demand...

How the pandemic has made UK consumers rethink their relation to brands

The global pandemic changed the way we interact with each other, and with brands. Driven by emotional and transactional needs, consumers across the world have demonstrated their values – and indicated their plans for the future.In mid-2021, the Qualtrics XM...

Building a trusting customer relationship

Our society is coping with unprecedented challenges. Both customers and employees are facing growing uncertainties and concerns. For many, these may include income inequality and job insecurity, or social unrest. Meanwhile, systemic risks like climate change, pandemics, and global recessions...

Is it time for new customer engagement metrics?

Strong customer engagement strategies can have a direct impact on business goals tied to activation, monetisation, and retention, but only if brands define and measure the appropriate metrics. Without the right metrics, marketers will struggle to quantify the effectiveness of...

Ei Evolution Summit announced: get your discount today!

This year started with some important questions that continue to bother us as we walk towards the post-covid reality. Are we ready to work in the new environment? How and where will we work in the first place? Will we...

Three CX strategies to create a subscription loyalty programme

In this rapidly changing retail environment, accelerated by lockdowns and store closures, the customer journey has transformed dramatically. In particular, companies are contending with much longer sales cycles and greater dependence on digital. These changes could very well be part...

Cultural diversity and language inclusion at the heart of advertising

Nowadays, it is business-critical for advertisers to connect with culturally diverse audiences. The Channel Factory researched the importance of language diversity in YouTube advertisements across the UK. Our team at CXM got curious about the report and wanted to find...