Tag: Customer Experience

This week in CX: UK retail has surged by 57%; plus news from Genesys & Sigma Connected

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the latest research out there. This includes insights into how UK retail figures have declined, Sigma Connected have found that organisations are still...

This week in CX: hybrid working is gaining more support, Amazon employee cuts & Qualtrics survey

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. And welcome to the first news coverage report of 2023!  This week, we’re looking at new data that is supporting hybrid working. This includes evidence of a Tuesday-to-Thursday work...

Understanding signals from customers beyond the surveys: interview with Bill Staikos   

Last week, we had the honour of hosting an interview with Bill Staikos, Senior Vice President, Evangelist & Head of Community Engagement at Medallia. He has more than 25 years’ experience driving customer and employee experience excellence, and proven expertise...

How to ease consumer concerns during the Royal Mail strikes in the UK

Retailers looking to maximise sales during the Christmas period are in a sticky situation. This is attributed to the blend of cost-conscious consumers and ongoing industrial action creating a tricky combination. Royal Mail strikes have been the cause of particular concern over...

Introducing CXM’s 10 most read contributors in 2022 

It’s the most wonderful time of the year. A month when we celebrate CXM’s contributors, CX&EX professionals, practitioners, and enthusiasts. But who are they? The contributors of Customer Experience Magazine are deep thinkers, explorers, analysts, narrative curators and the core part...

CXMStars™ 2023 is here!

Customer Experience Magazine is delighted to announce that CXMStars™ 2023 is now open for entries! This is the fourth year that we have celebrated the Top 50 CXM Stars from across the globe.  We’re so excited to invite you to submit personal...

This week in CX: developing the role of digital CX, and Christmas employee standards

Happy Friday! And welcome to the final news roundup of 2022. Thank you all so much for supporting CXM’s news coverage that we launched earlier this year. We will be back on 6th January!  ‘This week in CX’ brings you the latest...

The importance of communication in the experience economy

A gifting trend has arisen in the early 21st century: experiences in lieu of physical presents. In “the experience economy,” the new generation of consumers with disposable income focuses on experiences over materials, memories over tangibility. This consumer may still be wooed...

Creating and measuring impact in CX: the four key indicators

CX requires collective and collaborative effort. But unless you understand all the internal and external drivers influencing CX, it will be much harder to create a company culture that places CX at the heart of everything.  Fortunately, everyone nominated in the...

What can performance metrics reveal about customer standards?

Measurable data, we know, is crucial. In particular, tracking performance metrics is a great way to access valuable information into your business. And many factors play into organisational performance too.  To help us understand, Zendesk have released a new whitepaper into...