Tag: Customer service

vector drawing of a business break up with poor-fit customers   

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...

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zoom contact centre

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...

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image from the GCXATM (Gulf Customer Experience Awards) and the GREATM(Gulf Real Estate Awards). 

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...

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an image showing a young woman reading about supply chain resilience

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...

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an image showing the purchasing and post purchase process.

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...

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broken customer experiences

Picking up the pieces from five broken customer experiences  

Every day, organisations enable a myriad of interactions with their customers and employees. Whether it’s an online shopper trying to purchase a new pair of shoes or a design engineer taking a leadership training course, companies provide experiences throughout every...

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banner for the USCXA

The US CXA® early bird entry is open until February 25 

US CXA® is so much more than just a competition. It is a place to share knowledge, connect with America’s leading CX experts, and recognize the fantastic results of CX teams across the United States – all while having an...

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an image showing the benchmarking process.

What does Talkdesk’s 2021 global contact centre report have to teach us about benchmarking? 

Talkdesk released a report about their KPI and benchmarks in 2021. The information looks at the performance metrics of five contact centres with a sample size of 2 200+ customers from North America, Oceania, South America, Europe, Africa and Asia....

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UK CXA 2022

Awards International’s UK CXA® opens for entries on February 14

As a media partner of Awards International for the past ten years, Customer Experience Magazine (CXM) had the honour to witness not only the growth of the company but the positive transformation of the work of the Awards’ team broth...

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customer support trends for 2022

Overview: Chattermill’s customer support trends for 2022

Chattermill took to the business streets by surveying 339 global customer-focused leaders during September and October of 2021. To gather data about the view on the current CX (customer experience) industry and how it impacts businesses.   The research focused on key...

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