Category: CXM blog

a vector picture showing big sign of NPS advantage

Is there an NPS advantage we cannot deny?

If everyone used NPS in the way it was originally intended to, it could represent a decent tool, although still not my top pick. Unfortunately, we have seen many businesses measure NPS incorrectly, doing more harm than good to the...

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A mobile app showing Cisco Webex and demonstrating hybrid working digital transformation.

BT partners with Cisco to deliver smooth hybrid working

With hybrid working being a new norm, enhancing voice and collaboration solutions for customers became a must for digital businesses. The CXM team reports on a new partnership between BT Wholesale and Cisco Webex, and their journey through the era...

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A woman explaining the power of customer interaction analytics for a modern CX world.

Customer Interaction Analytics: The Secret to Modern CX

Over the past year, keeping up and responding to customers has become a feat for businesses. In today’s digital world, contact centres are juggling more conversations than ever before and on an increasing number of channels. Without a doubt, digital...

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Dice showing data insight is crucial for overcoming CX challenges

Overcoming CX challenges with advanced customer insights

Despite recent progress in MarTech innovation, brands can still expect to face significant obstacles when it comes to implementing customer experience (CX) strategies. We wanted to find out more about the exact nature of these barriers and commissioned a study...

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A picture showing a powerful brand purpose written on the paper

Outperforming competitors with a powerful brand purpose

When was the last time you smiled? A smile is a simple act that stimulates a chemical reaction in the brain, releasing a suite of ‘feel-good’ hormones. To cheer myself up, I occasionally look into the mirror and smile. Heaven knows...

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two radio hosts talking about podcast listener experience

PodPlays elevating podcast listener experience with Alida Touchpoint

The podcast market is rapidly booming. Listeners love to hear good storytelling and uncensored, spontaneous conversations. To stand out from the crowd, however, producers need to constantly deliver an exceptional podcast listener experience. The CXM team shares exciting industry news...

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A young woman with a face mask is buying a product in a store. It demonstrate a customer experience of buying during the covid-19.

Are you still blaming Covid-19 for shoddy customer experience?

When the pandemic hit in March 2020, businesses had to adjust to remote working. Our customers were patient when they had to wait a little longer for a delivery or an email to arrive. However, there’s mounting evidence that customers...

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A picture representing how a smart self-service looks like.

NICE acquires MindTouch for advanced smart self-service

The CXM team reports that NICE announced the acquisition of the leading cloud-based CX knowledge management platform MindTouch. Through the action, NICE aims to enhance expertise in the customer self-service section. This should be furthermore supported with a new AI-powered...

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A paper plane showing the CX programme route

Back to basics: Tips for building a successful CX programme

Going back to the basics when building a CX programme sometimes seems like a necessary step for creating a successful strategy. It’s also essential for those looking to compose such a programme for the first time. Whether you are a CX...

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Hand drawing of liaison between brands and consumer trends post-lockdown

Consumer trends post-lockdown: Will audiences look for live events in 2021?

The brand experience industry suffered a lot in 2020. We witnessed many unforeseen circumstances that led brand campaigns to closure before they even started. With stores closed, activations put on hold, and events cancelled, brands had difficulties adjusting to the...

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Cloud-enabling technology used by a girl for work

Cloud-enabling technology at the heart of business development

In the last year, the unforeseen effects of the pandemic have been a catalyst for prolific change in how brands and organisations engage with their customers and employees. The contact centre moved to the cloud and its agents swiftly adapted to...

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A man pointing his finger on the screen with B2B written on it.

Building B2B trust for more customer-centricity

Building B2B trust can enable businesses sustainable growth, customer-centricity, and employee satisfaction. Learn about a model that can help companies integrate cross-team collaboration and break silos effectively. In my many years as a practitioner and consultant in the field of...

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Woman using workforce managing solution to communicate

Spark kicked off a new initiative with Calabrio to align customer and employee experiences

Spark, New Zealand’s telecommunications and digital services company, chooses to support 1500 employees in the multi-channel customer services with the help of Calabrio. The cloud-first workforce management solution coming from Calabrio should enable Spark and other companies to balance customer and...

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Man using a credit card for online retail services

Rethinking Retail Customer Services in 2021

What are the biggest challenges retail customer services face in 2021? How can they overcome these obstacles to deliver what customers want? In their latest press release, FM Outsource shares valuable data that might help retail services strategize around online...

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Microphone set for the interview about third-party cookies

The End of Third-Party Cookies: How Can Brands Prepare?

The giant Google announced the phase-out of third-party cookies starting with 2022. What does it mean for advertisers, and how can we plan ahead to meet the big change? The CXM team spoke with Andy McNab, VP at Fanplayr, about the...

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Adapting to the Post-Pandemic Customer Experience

Those who haven’t started to thrive in this new post-pandemic economy should take note of the following trends pertaining to the new customer experience. This pandemic has stripped many businesses of budgets and stunted growth initiatives, whilst simultaneously forcing them to...

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Can CX learn from communities pulling together and volunteering during the Covid-19 Pandemic?

According to recent research, engagement with volunteering has increased in younger people whilst decreasing in over 55s. This is most likely driven by the need to self-isolate and the more vulnerable needing to shield. Whilst I have experienced a general...

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A 3-step guide to giving your customer service agents more autonomy

It’s no secret that 2020 was a tough year for customer service agents. Increased workloads, heightened customer expectations, a global shift to remote work. Unfortunately, most of these challenges have spilt over to 2021, as more and more companies realise...

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Athens marked the next day of the CX worldwide at CX Summit 2021

The CX Summit 2021, the first International online conference of Boussias and Marketing Week, took place with great success on Thursday 28 January. For more than 10 hours, 417 top executives from the global CX community and 23 top speakers from 20 countries gathered...

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An Interview with 2020’s Top CX Stars Professional, Amanda Riches

During all the excitement of this year’s CX Stars, I had the pleasure of chatting to last year’s winner, and long-time friend of CXM, Amanda Riches. Amanda leads CX Consulting for experience management software firm Medallia’s Professional Services division in...

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