Category: Customer Experience

Consumer Experience Has a New Look, Embracing It is Vital for 2021 Success

After a year of constant global disruption, consumer experience hasn’t completely changed shape — but it is looking distinctly different. As rolling lockdowns have limited real-world connection, technology’s role in brand interaction and purchasing has grown exponentially; sparking record levels...

Driving rapid innovation in turbulent times (part two)

In last week’s article, we focused on the practical steps brands can take to drive rich insights through understanding customer signals. In this article, I will focus on driving rapid innovation in turbulent times. Capturing and analysing signals is just...

Last Chance to Enter the 2021 Gulf Customer Experience Awards

The deadline to enter the 2021 Gulf Customer Experience Awards is fast approaching, with just days left to put your organisation forward.Potential entrants have until this Thursday, December 17 to submit entries ahead of the Awards finals day on February...

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...