Category: Features

How Networking Changed Business in 2020

It was a rough year; filled with the unknown, unexpected crises, uncontrollable circumstances and inevitable change. Many felt the need for support in a way they never have before. I believe it made us find the inner strength we didn’t even...

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Virtual Onboarding: Delivering an Excellent Remote New Hire Experience

The Downfalls of a De-Personalised Onboarding Experience As wonderful as technology has been in terms of powering operations and keeping communication flowing during the pandemic, it doesn’t naturally make for a personable onboarding experience. To use one example, video conferencing enables visual...

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The Changing Face of the Contact Centre

The COVID-19 crisis has completely changed the contact centre industry, with more customer service agents than ever working from home.  Going forward if we are to establish effective post-COVID customer service, we will need to ensure that the contact centre lies at the heart of a company’s digital transformation strategy. ​Therefore, it’s important that...

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Wisdom Spring Education: Customer service is the secret of our success

At the end of another year, it’s commonplace to pause and reflect. This is something we’ve always liked to do at Wisdom Spring Education. It’s important to consider the lessons learned; the things we did well and highlight the things...

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How to Survive and Thrive in Difficult Times with Agility

Almost 90 percent of CEOs agree that being agile in difficult times is extremely important for organisation’s success. A research has shown that agile organisations outpace non-agile organisations in several aspects, from profitability to customers and talent. In order to thrive and...

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Top Tips to Refine Your User Experience

In the current climate, it’s even more critical to provide a positive and engaging experience for your users. Ultimately, brands are competing against each other to retain customers and keep them interested – even in the most turbulent times. Peoples’...

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Customer Expectations Amidst Growing Digital Competency

There is no doubt that the world we live in is becoming increasingly digital. This is certainly seen in the workplace, where innovations such as the internet, email and video conferencing are part of daily life. From understanding the benefits...

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CX into 2021 and beyond!

Basia has a long-standing relationship with CXM and Awards International, both as a contributor and judge. Whilst she was also nominated this year for CX Stars, she is watching from the sidelines and is very excited to see who comes out on...

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Three Strategic Trends that Will Shape Customer Experience in 2021 and Beyond

The pandemic has shaken up the way businesses engage with their customers, accelerating the adoption of digital services and online tools for customer engagement. This trend has been particularly prominent in retail, where ecommerce has skyrocketed during the crisis. According...

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And here are the Panelists

CX Stars, the awards that honour contributions made to the dynamic CX industry by outstanding professionals and influencers, has returned for 2021! We are thrilled to announce the panelists who will be choosing our winners from the Top 100 CX Professionals and Top 50...

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No-Touch Retail: Creating Rich Experiences for Consumers Using Touch-free Technology

Physical retail’s strength when compared to online shopping has always been the multi-sensory experience it delivers. When it comes to hooking shoppers, there’s nothing like seeing, touching, and trying the products. But when touching is a no-go, like it has been for...

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Intelligent Decision-making in Insurance: The Escalating Customer Experience Need

The coronavirus pandemic has changed many things in many industries – and not always in the most obvious way. Insurance companies have seen both fewer claims and fewer sales. As a result, many have realised that the process of digitisation,...

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Has Black Friday Forced Online Retailers to Re-evaluate Their Checkout Experience for Good?

The festive season has always been an important period for both online and in-store retailers. And over the past couple of years, Black Friday has grown in importance to businesses in the UK. According to data from Barclaycard, UK sales during...

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Karamba Casino – A Customer Experience Case Study

Karamba Casino is among the oldest sites in the iGaming sector, having been around since 2005. The casino offers both casino games and sports betting, catering to the needs of different players on one website.  That said, it is a fully...

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Exclusive research: Understanding the lesser-known benefits of AI

UK and US consumers are starting to recognise the benefits that AI can have for their shopping experiences. But while 74 per cent of UK and 71 per cent of US consumers can recognise one benefit AI presents, such as...

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Gaining and Retaining Customers in 2021

Part 1: Measuring Your Success  Just when we thought we could see the light at the end of the dark and scary Coronavirus tunnel, the goal posts have been shifted again with the implementation of another national lockdown. With morale low...

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Why Customer Service Staff Still Matter in an Online World

We often hear that we are living in the fourth industrial revolution and many of us wonder what exactly this means. While it may seem extreme to some, when we analyse the new technologies that are now starting to fuse...

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CX-iness – What Is It and How Do You Get It? part 2

 “Love is like a rubber ball. You can drop it a few times before it loses its bounce. Trust, on the other hand, is like a glass ball…” – Anon Engaging your customers with CX-iness depends on how well you orchestrate...

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CXM’s Top CX Stars 2021: Have Your Say

With the new year fast approaching, the CX Stars panel is preparing to reveal its shortlist of the UK’s Top Influencers and Professionals for 2021. Customer Experience Magazine will be publishing a countdown of the Top 50 CX Influencers in January,...

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Hey Big Spender: Using data to connect customers to brands

Online retailers today are facing unprecedented challenges and opportunities. To start, today’s consumers are more tech-savvy and less brand loyal than previous generations. Millennials and Generation Z have serious spending power, and retailers can’t afford to ignore the needs of...

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