Category: Trending Stories

Voting opens today! Decide your top 50 CXMStars of 2025🌟

Here they are — the list of the Top 50 CXMStars for 2025! This year, we’ve received a record number of nominations and completed applications, so thank you very much everybody! Our list is split between the Top 25 CXM Professionals...

Great in-store retail experience… so why is the website so bad?

Have you ever walked into a store and felt transported? It might have been the intoxicating scent, the unexpected decor, or the labyrinth-like layout. But that magic often disappears when you visit a brand’s website, despite increased investment in digital brand...

Cost of bad customer experiences hits $3.8 trillion, claims Qualtrics

There’s an almost never ending stream of reports talking about the dire state of customer experience. The 2025 Consumer Trends Report from Qualtrics doesn’t break the trend, predicting that a titanic $3.8 trillion dollars is at risk from bad customer...

CXMStars deadline extension!

Due to overwhelming demand to complete nominations for this year’s CXMStars, the deadline has been shifted to 23:59 Wednesday 08 January. When the nominations are closed, the editorial team will reduce the list to the top 50 CX corporate professionals and...

Ageas UK CEO Ant Middle on CX,  AI and his plans for 2025

In October Ageas UK’ CEO, Ant Middle picked up the Lifetime Achievement Award at the UK Customer Experience Awards. It was the fourth award that night for the insurance firm that has invested heavily in technology to streamline customer journeys,...

Ageas UK CEO delivers profits and customer experience

Ageas has been on a journey. Its decision in February 2022 to sell its commercial insurance business to Axa UK and Ireland for an initial £47.5 million, left the firm committed to its personal line insurance business. To grow, Ageas decided...

The next phase of privacy: consent management

While privacy has always been important, the introduction of the internet and the proliferation of connected devices has taken it to a whole new level. Whether engaging on social media or conducting online transactions, each interaction leaves a digital footprint. The...

Liquid expectations reshaping entire industries

You’ve just enjoyed a seamless Amazon shopping experience. With one click, your order is placed, paid for, and enroute with real time tracking updates. Later, you apply for a personal loan at your bank, only to face a maze of...

Building Loyalty in a World That Won’t Wait!

There I was, picking out my usual dinner treat after a long day, just like every night. But tonight, as I waited for my order, it struck me: I’ve developed an emotional connection with Careem Eats – a food delivery...

Converting traffic into loyalty: Strategies for acquiring and retaining high-quality audiences

With digital competition fiercer than ever, the race to acquire traffic has evolved into something far more strategic: building customer loyalty. Brands no longer just face the challenge of drawing consumers in—which became a big focus after the pandemic —...