Tag: Customer engagement

Hear me out: top five CX podcasts of 2022 (part 2)

The passion for doing right for users, employees, and the planet motivates CX leaders to constantly expand their interests and apply proven methodologies for solving wicked problems. Our insights and readership show us that the CX community is eager to...

Gig customer experience: top 10 takeaways from the 2022 report

McKinsey recently called gig customer experience (GigCX) an “on-demand revolution in customer-experience operations.” This was a breakthrough moment for the GigCX world, and relayed how it continues to make steady inroads into the mainstream of CX operations.  This was certainly apparent...

Who is the CMO of the future?

The boom in eCommerce and the importance of real-time data is significantly changing the role of the chief marketing officers (CMO). According to Capgemini Research Institute’s research, around three-quarters of CMOs are now responsible for contributing to business growth, while...

Elon Musk’s Twitter-Takeover: altering community management

“Free speech absolutist” and Twitter shareholder, Elon Musk, is on the verge of acquiring the social media behemoth. Already, he seems set to make several changes to what some might describe as the original digital community (not forgetting Reddit). For both...

The progression of the metaverse era: what challenges are social media teams tackling?

According to the recent Sprout Social’s UK & Ireland Index 2022, 85% of social media marketers anticipate incorporating new technologies like Virtual Reality, the Metaverse, and NFTs into their social media strategy within the next year. Moreover, 30% of marketers believe their...

Transitioning to a Total Experience approach: what business leaders need to know

A valuable customer experience (CX) has the power to drive loyalty, encourage retention, improve the business’ bottom line, and leave an impact on a brand’s reputation. As organisations strive to stay ahead of the competition, employee experience (EX) is also...

Emotional intelligence: the secret to a memorable customer experience 

In customer experience, we’re often taught to embrace the mantra, “the customer is always right.” This is to ensure the people we work with receive an exceptional experience and return to do business with the establishment. Even when the customer...

CX innovation in agile development is easier to implement than you thought

Lisa is doing wonders at a B2B e-commerce system. She supports developers to connect to the company customers, helps product owners make decisions for the product roadmap and bring out the best in the customer support team. Who is Lisa? She...

Gartner predicts by 2025, 60% of customers will seek service information from third-party sources 

According to Gartner, by 2025, 60% of customers will seek service from third-party sources of information not owned by the company. Currently, younger customers already use third-party information sources more frequently than older consumers, suggesting that this trend will increase...

What do cxpartners and Google say about the state of customer-centric organisations in 2022?

A new study by experience design consultancy, cxpartners, in partnership with Google, focusing on customer-centricity came across CXM’s desk.   The research report surveyed 110 businesses in Europe and found that customer-centric organizations grow nine times faster and are four times more likely...