Author: CXM Editorial

Employee wellbeing – Number 1 priority for 2015

When we think about New Year’s resolutions, we usually only choose one that directly impacts us and not anyone else around us. This year, however, you should consider looking further afield at how you can change your habits to impact...

Why should marketers take a more strategic approach to their Account Based Marketing?

Account Based Marketing (ABM) has long been used, chiefly by service organisations (or departments), to gain closer relationships with and maximise the value of their most important accounts. Recently, however, because of ever more educated and demanding B2B buyers, growing...

15 top customer contact technology trends for 2015

Adam Faulkner, Founding Director at customer contact technology specialist Sabio lists the trends that will drive customer engagement in 2015. While the UK already sets the standard when it comes to innovative customer service delivery in Europe, 2015 is no time...

Sunday Times reveal the 100 Best Companies to work for in 2014

The Sunday Times list of the 100 Best Companies to Work For has been revealed – compiled from the views of employees and the policies of employers. Using a methodology now in its eleventh year and designed exclusively for the British...

Staff reward and incentive trends for 2015

With the recent news about the UK unemployment rate falling below two million for the first time since the financial crisis, things are looking up. But renewed confidence in the job market means many are considering a new job. If your...

Where is customer service heading in 2015?

Why? People are now swamped with choice. But in our fast moving world the one thing we’re short of is time. People don’t seem to have time to keep trying new things, so if they trust a brand they’re bound...

The X–perience Factor: Measure What Matters

Recently, our CEO Matthew Vallance published a great blog about getting emotional with your customers – where he attempted to explain that mapping the emotions of your customers needn’t necessarily be an exercise in futility, but can potentially impact your...

One size fits no one… Why personal service matters in B2B businesses – and how you can deliver it

With many business-to-business (B2B) organisations still taking stock after one of the hardest hitting recessions, establishing a strong customer base is high on the agenda. It is becoming increasingly hard to both win new customers and retain existing ones. One reason...

Six steps to understanding the digital customer

Going digital is no longer a strategy planned for the future – it’s simply a requirement for doing business in today’s multi-channel world. But managing the ‘digital customer experience’ can be complicated. Richard McCrossan, Strategic Business Director at Genesys looks...

Amazon still top choice for Christmas gifts despite return to in-store shopping

While the tide is slowly turning in favour of in-store shopping, the majority of UK consumers still bought Christmas gifts on Amazon this year. Latest findings from leading online research and survey technology provider, Toluna, reveal that Amazon is still the...