Tag: Customer engagement

Consumers have changed: are brands ready to respond?

From omnichannel shopping to brand switching, the pandemic has accelerated some key trends in consumer behaviour. It has also profoundly altered customers’ perceptions and beliefs about the companies that serve them. Four key trends in customer behavior As an organization that...

Play the game: how gamification can boost customer engagement?

According to the IPC report released in January this year, the 2021 peak holiday season promises an impressive show. With ever-changing customer requirements, not every brand will be able to answer adequately on emerging digital demands and delight their users...

What are the essential brand value chain stages?

In the last couple of months, CXM welcomed new team members to redefine itself and create a true CX community from the insight out. During several meetings where we discussed our mission and vision, we gave a lot of thought...

Three ways to create personalized experiences for Gen Z

When it comes to customer experience, the newest generation of users is set to disrupt the status quo. Defined as anyone born after 1996, Generation Z has different brand expectations, including a ruthless quest for truth, and is poised to...

CXM and Alida are hosting a webinar on the transformation of the resident experience

CXM is delighted to announce that this week we will be hosting a webinar in partnership with Alida, a creator of the world’s first CX & Insights Platform. The main topic is the transformation of resident experience London & Quadrant...

How small businesses can compete with big brands using digital channels and live chat

In this article, read how small businesses can compete with big brands and thrive in this overloaded market. The David vs. Goliath fight between small and large businesses has been raging for decades. On the most basic level, large corporations have...

Building a trusting customer relationship

Our society is coping with unprecedented challenges. Both customers and employees are facing growing uncertainties and concerns. For many, these may include income inequality and job insecurity, or social unrest. Meanwhile, systemic risks like climate change, pandemics, and global recessions...

Build your brand through accessibility and inclusion

Are we doing enough to adjust websites for all customers out there, including ones with disabilities? The past year has forced all of us to become more tech-savvy, but brands still need to focus on providing accessible online services. Simplicity...

Is it time for new customer engagement metrics?

Strong customer engagement strategies can have a direct impact on business goals tied to activation, monetisation, and retention, but only if brands define and measure the appropriate metrics. Without the right metrics, marketers will struggle to quantify the effectiveness of...

Three ways to prioritize consumer well-being

We can only imagine the massive pressure consumers felt during the past year. Our lives changed dramatically with enforced remote work, homeschooling, job losses, and the social (and psychological) impact of lockdown. Things were even worse for those on the...