Category: CXM News

B2B E-commerce Lagging Behind B2C for Customer Experience

Poor product visualisation is preventing almost a quarter of B2B customers from making purchases online, according to a new report. E-commerce agency PushON surveyed 500 key business decision makers from up and down the country and found that although the majority of B2B...

Five essentials for a world-class customer experience programme

I’ve been reflecting on what successful CX leaders we partner with at Medallia are doing, and have identified five key actions to ensure a world-class customer experience programme. 1. Start with the end in mind Visualise where you want to be at...

The Human Touch: How Well do you Know Your Customer?

Is the increase in martech spend at the cost of Customer Experience? There’s a growing challenge in marketing that we’re not speaking about nearly enough. For all the investment brands are ploughing into technology to increase capability and visibility, many still...

Open Banking: The New Risks

Earlier this month, new regulations in retail banking and payments across the EU came into force, allowing thousands of companies that aren’t banks to gain access to financial data and payment accounts. Many experts are predicting a digital revolution in...

Black Friday Shoppers to Spend ‘£20 billion’

A predicted £20 billion Black Friday spending spree is helping to save retailers from a sales-dip in October. That is according to e-commerce firm Salmon, whose Global Head of Consultancy and Innovation, Hugh Fletcher, spoke out after the release of retail...

Putting members and customers at the heart of the service

Since 1934, the not-for-profit company PPL, has been managing the licensing of recorded music for broadcast, online and public performance use, ensuring its 10,000 record company and 65,000 performer members are all paid fairly for their work and investment. PPL’s Training...

UK travel sector research

The internet has transformed the travel sector, as holidaymakers can now book the separate components of their break online, rather than having to go through high street travel agencies. But in such a competitive market, customer service and fast responses...

Becoming an Assertive Leader – Managing Conflict

Managing and dealing with conflict in both the workplace and in our personal life is a key component to building and maintaining healthy relationships. We have all lost our power or position through the wrath or negative behaviour of...

The Power of Content Marketing and the Opportunities for the Customer Experience

Content marketing, the marketing technique of systematically creating, distributing   and recycling relevant content to attract, engage, acquire and keep customers. 2012 felt like the year that content marketing as a...

Rewarding loyalty

Why do we advertise? Is it because we are so proud of a new product that we have to boast about it to the world, is it because we want to entice a customer away from a rival or...