Category: Uncategorized

An Interview with 2020’s Top CX Stars Professional, Amanda Riches

During all the excitement of this year’s CX Stars, I had the pleasure of chatting to last year’s winner, and long-time friend of CXM, Amanda Riches. Amanda leads CX Consulting for experience management software firm Medallia’s Professional Services division in...

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The Winners of CX Stars Will be Announced Soon!

The CXM team has been hard at work ratifying the results. In order to ensure a free and fair judging process, we employed the skills and experience of a panel of global CX industry leaders in order to ratify the...

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Gaining and Retaining Customers in 2021 Part 3: Securing a Positive Employee Experience

In this, the third in a five-part series on gaining and retaining clients in 2021, we spoke to Nick Lygo-Baker, Founding Director of Paradigm CX, who help optimise the engagement experience to enrich the lives of customers and employees! What is any organisation...

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Adapting to Thrive, Not Just Survive, Through Conversational Commerce

The Covid-19 pandemic accelerated adoption of digital solutions for thousands of businesses that suddenly found themselves cut off from their customer base. For many, the speed of bringing these new solutions on board became the difference between success and failure but,...

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Kissing a Cactus: How Your CX Listening Skills Can Make This World A Better Place

“Have patience, the sun will return… Midsummer Night’s Dream will be performed again. We will be able to meet and hug each other again”, King Willem-Alexander of the Netherlands said in his Christmas speech. He gave his audience a message...

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Why Running a Smooth Affiliate Programme Involves Customer Satisfaction

In today’s competitive business world, marketing is of paramount importance for any business to thrive. There are numerous marketing strategies that you can use to create brand awareness and promote your product or service. Affiliate marketing is one of these...

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CXDay Spotlight: Interview With Faran Niaz

Faran Niaz is a global CX professional with a proven track record in banking and financial industry. Faran is an accomplished Customer Experience, Digital Transformation & Change Management Expert, as well as a CX Judge, Trainer and speaker on various...

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Three Customer Experience Mistakes Result in Failure Even If You Design the Best in Class CX

Imagine having a conversation with your CX sponsor: “Dear CX sponsor, We defined our customer experience strategy with the help of the best strategy firmWe deployed cutting edge technology to listen, characterise and emphasise our customersWe collaboratively designed and map customer journeysWe...

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Five Ways to win Over Guests and Boost Revenue for Mother’s Day

Mother’s Day is quickly approaching, meaning consumers across the UK will be looking for the perfect restaurant to book in preparation for the special occasion.  In 2019, an astronomical £1.6bn was spent on Mother’s Day, and this figure is predicted to...

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Why a Connected CX Must Embed Itself Into Brand Marketing in 2020

The relationships between brands and consumers have changed. The way we consume products, services, and even marketing messages is not the same as before. The proliferation of smartphones and tablets, along with the rise in value of the subscription economy,...

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Not for Sale!

Aleksandar Ilić is General Manager of Awards International UAE, hosts of the Gulf Customer Experience Awards. I spent this week in Dubai, doing business as usual, and among other things on my schedule I had a meeting with a person representing...

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2020: Celebrating Five Years of the CX Masterclass

The Customer Experience Masterclass is preparing to celebrate its fifth year of providing unparalleled CX knowledge to audiences in the UK and beyond. 2020 will mark five years since the founding of the Masterclass, and January will see international consultant and...

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The Importance of Self-Awareness

Have you ever missed an opportunity only because you didn’t know that you could have made it once you think positively about your hidden powers? It’s crucial for anyone to know how important it is to start thinking and improving...

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How the ‘Hidden Middle’ is Leading Digital Transformation

When it comes to talking about digital transformation or the adoption of technology in business, the focus is most frequently on the challenges that large companies face to adapt, or the opportunities for small businesses to rapidly scale their operations.  However,...

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Leadership and the Digital Transformation Journey

Digital transformation is a steady challenge in business today. It, like any other revolution, is all about causing a change. That ‘change’ is about acceptance of digital technology in every field, but what is it exactly, and how can leaders...

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DEWA Boosts CX With Smart Response Service

Dubai Electricity and Water Authority (DEWA), has launched its new Smart Response Service for electricity and water technical notifications, in a boost to Customer Experience. The Smart Response Service features early self-diagnosis of technical interruption within homes, reducing the necessary...

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Dubai Islamic Bank’s Dr Chilwan to Speak at WIBC Capital Markets Summit Asia

Dubai Islamic Bank powerhouse Dr Adnan Chilwan is to offer his expert insight at the upcoming WIBC Capital Markets Summit Asia. Dr Chilwan is Group Chief Executive Officer at former Gulf Customer Experience Awards winners Dubai Islamic Bank, and he will offer...

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Capgemini to Steer EDF Energy CX Transformation

Capgemini, the digital transformation firm behind major wins at the UK Customer and Digital Experience Awards, has signed a contract with EDF Energy to revamp its CX offering. Through its cloud contact centre solutions brand, Odigo, Capgemini will offer a Contact-Center-as-a-Service (CCaaS) solution, as part...

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Fighting Back Against Burnout

According to HSE, around 15.4 million working days were lost due to work-related stress or anxiety last year, with 23 percent of full-time employees admitting to feeling burned out at work all the time. Following these recent statistics, we wanted to...

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