Category: CXM blog

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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Ask the Mountains: Improving Your CX with These Unexpected Hiking Tips

I love the mountains. I love the feeling of freedom and to be on top of the world. The way you connect with nature, friends, family and yourself is unique. Interestingly enough, as a CX champion, I feel in a similar...

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Quality: The Pillar of Customer Experience

Companies are shooting themselves in the foot consistently when it comes to their Customer Experience. Why though…and how do we help them improve? In the past 18 months, we’ve seen several major Customer Experience (CX) blunders from big brands. Three that come...

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