Tag: Digital transformation

The role of advertising and keeping kids safe on YouTube

The draft of the Government’s Online Safety Bill already receiving criticism for not being robust enough to keep children safe from illegal or harmful content. Coupled with the huge increase in internet and social media use among children, it is...

How to look after your vulnerable customers fairly?

Last year the Financial Conduct Authority (FCA) put vulnerable customers at the forefront of their planning, offering advice and guidance on how financial services companies can communicate with vulnerable people. The FCA defines a vulnerable customer as “someone, who due...

The future of the restaurant industry: embracing technology

Restaurants provide us with more than just food. They are the setting of our most important moments – first dates, family reunions, anniversaries and more – allowing us to break bread and share a glass of something good with the...

How retailers can take on the pandemic through mobile apps in 2022

Despite the unpredictability of 2021, forecasts predicted that UK consumers would spend £10bn more on online purchases than the year before. Moreover, a recent survey by Attest, which explores the behaviours of 1,000 working-age UK consumers, suggests buyers will continue...

Forrester’s guide: journey maps to kickstart CX transformation 

Forrester has recently released a guide entitled: “Journey Maps and CX Transformation”, which goes through how to use existing journey maps as methods to create investments, interest in CX, and boost performances. The guide will cover such topics as:  How journey...

The end of traditional customer surveys: what’s coming next?

Even before the pandemic, increased demand for personalised customer experiences had companies feeling pressured to meet customers’ expectations. They were scrambling to define and deliver exceptional CX. Leaders continue to strategise and anticipate evolving customer expectations to elevate the future of CX....

The recipe for CX success in 2022

As we kick off a new year, CX teams are still grappling with the fallout from the pandemic and its implications for consumer behaviour and customer interactions.  There are likely to be more bumps in the road ahead but as businesses map out their strategies for customer success in 2022, there are some fundamental...

CXM’s most popular articles in 2021

Following one of the most challenging years, 2021 has put leaders in front of a complex puzzle they are still trying to figure out. For our team, this is the tenth year that we’re grappling with hot business topics by researching, interviewing, writing, and monitoring the changes in the CX world.  Together with our contributors, we published over 200 articles addressing some of the...

Why aren’t brands prioritizing usability: four accessibility misconceptions

From the UX professional perspective, we, as practitioners, have a significant role in supporting our organization in adopting accessibility products and services. Unfortunately, many of us struggle to influence our companies to make accessibility a priority. “Accessibility” has become a popular...

Technology for humans, not technology or humans: an interview Aimie Chapple

In the last couple of years, we’ve witnessed the acceleration of AI-powered solutions in contact centres. Most of the leaders see this as an opportunity to support contact agents in solving complex issues.Last week, we met with Aimie Chapple, Chief...