Category: Features

Time for Change

We all experienced (been involved in, or seen) changes that have worked, but often we have seen change done badly (we tend to remember those well) and those are the ones we tend to remember. Change is a given, a bit...

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What’s the best way to improve Customer Experience in the new normal?

Even before COVID-19 hit, the CX world was changing fast. Companies were already investing heavily in digital transformation to become more efficient and flexible. At the same time, customers were increasingly demanding a convenient, seamless and emotionally engaging experience across...

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Online Female CX Communities: Why They Matter and How You Can Get Involved

The world’s first global online membership community for Women in CX is launching on International Women’s Day – March 8th 2021. And this start-up is pretty special. CX Magazine has partnered with Women in CX and this week, caught up with...

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2021 Gulf Customer Experience Awards: Meet The Winners

The winners in CX innovation across the Middle East have been announced at the annual Gulf Customer Experience Awards in Dubai. Following a fantastic day of presentations by finalists, and hybrid live and online awards ceremony, the big winners have been...

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Top Tips for Hiring the Right Team to Deliver the Best Possible Customer Experience

Building the right team to deliver the standard of care you expect your customers to receive can be challenging. There are lots of elements that are required to achieve success, from establishing companywide values to guide decisions, to empowering your...

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An Interview with 2021’s Top CX Stars Professional, Simon Johnson

I had the absolute pleasure of speaking with this year’s highly deserving Top CX Stars Professional, Simon Johnson. Simon is General Manager for UK & Ireland for Freshworks, a company providing organisations of all sizes with SaaS customer engagement solutions. Simon...

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Gaining and Retaining Customers in 2021. Part Five: What 2021 Holds for the CX Industry

CXM Editor Debbie Walton had the pleasure of chatting to Simon Johnson from Freshworks, CXM’s winner of this year’s CX Stars Top 100 Professionals, about what he thinks 2021 holds for the CX Industry. For information on Freshdesk’s product offering, please...

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To go from bad CX to good CX, it’s time for organisations to ‘Think different’

CX has seen a major shift away from product-centricity into customer-centricity, as befits the new, consumer-enabled digital world – especially true today. A poorly implemented CX initiative is often worse for both customer and business than having no CX initiative at...

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7 Ways to Improve Customer Experience with Email Marketing

A happy customer is a loyal customer. And loyal customers are important. In fact, the chances of selling to an existing customer are between 60-70%. Which drops to a mere 5-20% for new customers. But what is the key to keeping customers...

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Giving Compliments

In Dale Carnegie’s book How to Win Friends and Influence People, he talks about giving compliments as being like leaving beacons of light. The world is a very small place and before you know it, you’ll do a full circle...

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Accelerating Customer Service: Streamlining Businesses for the Subscription Economy

The impacts of COVID-19 won’t be temporary. Customer experience as we know it is coming to an end. But luckily, we can all learn from the changes to come.    Over the next year, we will shift further from a physical...

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Voice of the Customer Tools for SMEs and Small Corporates

Regardless of the clear value of customer feedback, few businesses have people with the skills and the time to analyse it, draw conclusions, initiate action and monitor the results. Even huge corporations with data scientists invest in a Voice of...

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Thriving in 2021: The Top Trends for Sales and Marketing Leaders

The impact of 2020 was far-reaching, especially for sales and marketing teams. With business and consumer spending habits having dramatically changed due to uncertainty, as we move forward into 2021, how can businesses overcome this challenge, especially in the wake...

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No More Support Tickets: How to Deliver Excellent Customer Service with Gmail

Managing customer relationships is necessary for every business. Whether it’s solving customer issues or answering inquiries, companies use different tools to carry out daily customer interactions. Maintaining good customer relationship is key to customer loyalty which can only bring you more...

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CX Stars 2021: Top 10 CX Professionals

Number 1 Simon Johnson General Manager, Sales Leader and Growth Expert: UK and Ireland, Freshworks Inc. Simon is a seasoned sales professional at Freshworks. Simon is a data-driven, dynamic, personable (and fun!) leader, with 17 years of proven success in leading business and...

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And the Winners of CX Stars 2021 are…

In 2020, the customer experience landscape changed dramatically with most businesses across the planet having to, at the drop of a hat, change the way they engage with their customers and their employees. Fast forward almost an entire year and...

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CX Stars 2021: Top 10 CX Influencers

Number 1 Ian Golding Global Customer Experience Specialist, Customer Experience Consultancy Ian Golding has acquired the status of a highly influential figure in Customer Experience in the recent years, coaching CX across the world. With over 25 years of experience in the CX...

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Technical advantages in cloud-based contact centres

The move from on-premises to cloud-based architecture certainly has clear business benefits such as hardware cost savings and faster responding times for customers, but the technical aspects deserve equal consideration to ensure businesses choose the right solution for organisational needs....

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Interview with Hunain Shahid, Head of Innovation and Partnerships at Elixir Group

Recently CXM had a pleasure of speaking with Hunain Shahid, Head of Innovation and Partnerships at Elixir Group. After working in roles around Private Equity, Project & Corporate Banking, Hunain Shahid joined Elixir Group as a leveraged finance expert and...

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How the Evolution of Customer Behaviour is Reshaping the Insurance Sector

The insurance industry has an unenviable reputation of providing complicated policies that are obtained through a cumbersome and time-consuming process. For many customers this means a confusing and frustrating experience. And in an increasingly digital world, consumer loyalty is no longer...

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