Category: Feature

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Fueling business growth with customers in mind

Building a customer experience that is consistent, easily replicable, and ready to scale as your business grows is no easy task. Sudden growth is a nice problem to have, but it can create a more insidious legacy if it’s not...

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Net Promoter Score will only take you so far in the race to catch the CX heavyweights

Your customer knows what good service looks like. Like it, or loathe it, Amazon sells to more than 80% of the UK population every year.  This means your customer is also an Amazon shopper, and probably an Apple shopper too. They compare...

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Is Project Management Keeping Work Siloed?

One of the biggest questions keeping business leaders up right now is whether they should be preparing their staff to return to the office next year or simply embrace remote work long term. But that is the wrong question to...

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Don’t make it all about your competitors. Make it all about your customer.

Getting the edge on the competition is big business. A lot of companies spend time guessing what the competition will do next, trying to predict big marketing efforts, key messaging, and the resulting consumer traffic that follows. You see it...

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Book Review: Customer What? The Honest and Practical Guide to Customer Experience

 The truth is, truly customer-centric organisations do not put customers first. They put employees first. This is according to global Customer Experience Specialist and Certified Customer Experience Professional (CCXP), Ian Golding in his first book ‘Customer What? The honest and practical...

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Living the Change: Continuous Transformation in the Experience Economy

We are living in non-linear times. In the past, we had enough time to learn and analyse events, in order to initiate actions in the present that will secure our future. Today, the problem is that when you try to learn...

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Steps To Ensuring Sustainability and Customer Satisfaction

Sustainability generally is the continuity of a business now and in the future. It involves the ability to maintain or support an activity or process over the long term. Customer satisfaction plays an essential role in the success of any...

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The Symbiosis of CX and EX: A Path To Human Experience

2020 – A global crisis or a valuable lesson? 2020 has been a tough year so far, but at the same time, it should be considered as a year of wisdom for professionals who choose to focus on the sociological...

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Traditional Customer Experience (CX) vs Meta Customer Experience (MCX): Are they the same?

The father of Management thinking, Peter Drucker said: “The purpose of business is to create and keep a customer”. No matter if you are in B2B, B2C or government organisation, the goal is to sustain and grow your business by...

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The CX Professional of the Year: Maya Khalifeh, INDEVCO Group

Winning an award is a celebration of success, a cherry on top of your company’s achievements grounded on diligence, hard work and continuous improvement. To be able to gain recognition for our accomplishment and be awarded among the best of...

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Open for Entries: International Business Excellence Awards – The Sixth Edition

The sixth annual International Business Excellence Awards is now open for entries, and is set to be the biggest and best to date. Awards International LLC are proud to announce that the sixth edition of the International Business Excellence Awards will...

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Mike Wittenstein: No Size Barrier to CX Success in 2019

Mike Wittenstein is Customer Experience Designer and Strategy Consultant at StoryMiners, one of the world’s first CX Design firms.  A true CX pioneer and one of the USA’s most dynamic innovators in the field, Mike recently lent his considerable talents to the judging panel at the International Customer Experience Awards in Amsterdam.  CXM World caught up with Mike to discuss a range of topics, including how CX staff can reap success...

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Pain in the Age of the Customer

A rather clever and interesting experiment, led by Michael Treadway at Vanderbilt University, sheds light on what we, perhaps intuitively always knew. Humans hate effort The experiment is an insight as to why we humans hate effort. What exactly happens in our...

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