Category: Customer Experience

Four Steps for Taking Control of Your Content Strategy

As the importance of customer experience (CX) continues to be front and centre for businesses, it is crucial for brands to constantly engage with their customers through personalised content. However, research by SoDA has shown that whilst most C-level executives (97...

Six Ways to Unlock the Hidden Value of IT in CXaaS Programmes

The CX technology market is hot right now. The pandemic revealed just how poor most companies’ CX infrastructure is and has exposed wide gaps in how companies interact with customers, especially through digital channels. As a result, many companies have...

Across the Pond: Finding Your CX Community

The story of how 2 CXers from across the Atlantic found each other, and their CX tribes while sharing their passion for Customer Experience with the world. Both Hannah Foley, CCXP and Janelle Mansfield, MBA are authors of the bestselling series...

Companies Still View Customer Service as an Expense, Report Finds

According to the 2020 State of Customer Service Annual Report by leading growth platform HubSpot, a third of customer service professionals believe that their organisation do not view customer experience as an opportunity for growth, which is an increase from...

Five Ways eCommerce Retailers Use Automation to Improve CX

With some countries facing COVID-19’s second wave and a lockdown lurking around the corner, many businesses are still unable to return to normal, while eCommerce retailers which saw a spike in recent years were able to thrive and teach us...

Is Safety the New Currency for Retailers in the Battle for Customer Loyalty?

When face masks became compulsory in shops and supermarkets across England on July 24, coupled with President Donald Trump wearing one for the first time in recent days, the issue has once again been thrust firmly into the spotlight. For retailers...

The Future Is In The Cloud: An Interview with Jeremy Payne

Group VP of Marketing & Alliances at Enghouse Interactive Jeremy Payne took the time to discuss with Customer Experience Magazine why organisations should consider moving their contact centre to the cloud and what the common misconceptions are that people often have...

Emotion-Infused Loyalty is at The Heart of Revenue Growth

How to do cutting edge Customer Loyalty? For a question, the answer to which has long been a preoccupation of many enterprises, surprisingly few really get it right. In fact, all too many companies pay little more than lip-service to loyalty...

ContactEngine Inc. Board Welcomes Michael Beckley and Tarita Miller

A proactive conversational AI technology used by large corporations across industries, ContactEngine Inc. announced on 15 July the appointment of two new board members, Michael Beckley and Tarita Miller. Both Beckley and Miller have a proven track record in the technology...

Meaning, Relevance, And The Consumer-Brand Connection: An Interview With Martina Olbertova

Meaning is what a brand signifies or implies to the consumer. It is central to brand promise, and it contributes to expectations against which customer experience is measured. Dr. Martina Olbertova, CEO of Meaning.Global Dr. Martina Olbertova puts it succinctly: “Meaning bridges...