Tag: Customer service

Webex’s report details how to solve the CX trilemma 

A research report by Webex entitled “It’s time to solve the customer experience trilemma” speaks about what is needed to increase customer loyalty so that the bottom line can follow. Immobile, which is part of Webex, took the time to...

Freshworks’ report looks at the future of CX in the Middle East and Africa

With digital-first experience defining the modern world Freshworks released their report where they outline key trends around business behaviour as well as the consumer. The report focuses on the future of CX in the Middle East and Africa with the...

Facing the truth: customer support agent turnover rate is constantly increasing 

One of the defining workplace themes of 2021 was the Great Resignation. Employees started leaving their jobs at record rates, with 4.3 million people quitting in September 2021 alone. Shortly after, many employers began forecasting a focus on retaining talent,...

The winning story: how is troy revolutionizing the debt collecting process?

There’s always something a bit magical about ICXA. Over the past three years, I’ve had the privilege of judging and engaging with some of the best CX initiatives in the world. Many of these inspire fresh thinking about how we...

Drift’s new report: how personalized conversations can convert to leads

Drift has released their new report, which analysed 41 million conversations looking at how conversations can convert to leads which will bring about more conversions, pipelines and happier customers. This is a short overview of the report: “The Science and...

New research by Gartner says that 75% of companies will “break up” with poor-fit customers   

CXM is intrigued by the idea of companies “breaking up” with their poor-fit customers, instead of the other way around. Therefore, when this report came across our digital desks, we knew we had to share it.  Gartner, Inc reveals that by...

How Zoom’s new omnichannel contact centre will set a new standard in CX 

Zoom has become a staple for many businesses, and here at CXM, it is no different. Therefore, when we received the news that last week, Zoom Video Communications, Inc.  announced Zoom Contact Centre, we got intrigued. Will their approach to...

Who are the winners of the Gulf Customer Experience and Real Estate Awards in 2022? 

What a busy, yet incredible week for CX professionals in the Gulf region! On February 21, the guests at the Conrad Hotel in Dubai were bursting with joy while inspiration flowed in the air.  You guessed it! Awards International organized an...

Supply chain resilience lies in advanced technology

The ongoing supply chain crisis is causing B2B suppliers to split their focus between tackling logistical issues and delivering a seamless customer experience. At the same time, many are in the process of either implementing or optimising their B2B eCommerce...

Ending the post-purchase silence by offering customers more choice

The growth of e-commerce recently has been staggering. In 2020 alone, there was a 46.1% year-on-year increase in internet retail sales value in the UK. Of course, many consumers have been forced to shop online as a result of the...