Author: CXM Editorial

Customer Journey Mapping: The Foundation of Strategic Customer Experience Programmes

Customer journey mapping (CJM) has risen to the top of the agenda for those on the front line of customer experience. The concept of mapping how customers move through different touchpoints of a business is not new, and has, in...

‘Why do you ask?’

Customer insight that can drive change. I’m a sucker for surveys, since becoming an insight professional I’ll do anyone’s about anything just to see what’s going on and to see if I can be delighted by some new thinking. Recently, having...

Whether intentional or not, every business already has a “customer experience”

The question is have you designed this experience or is it just happening? There are many frameworks that exist, we have used one time and time again and have seen the benefits in many organisations. The framework we deploy has four...

A case of serious gaming

Much is made of ‘gamification’ particularly regarding digital communication. We are virtually overloaded with apps and it’s still proving a powerful route to market for brands looking to create connections, build loyalty and attract increasingly younger and digitally savvy consumers. Today,...

Learn How Friendly Co-Workers Lead to a Successful Business

You can pick your friends and you can choose your job, but you cannot determine who you work with… Idle and unchallenging employees could be a reflection on your companies’ policies and surroundings. Many employees, from a wide sector of industries,...

Still time to enter or judge at the UK Employee Experience Awards

The clock is ticking but there is still time to enter the UK Employee Experience Awards. Deadline day for entries is 13th November, so if you haven’t put your entry together yet then why not get some help by reading some...

Titanic Belfast wins UK Customer Experience Award

Visitor Attraction’s Discovery Tour is ‘Best New Product’ Titanic Belfast is celebrating after scooping yet another top travel industry award. The visitor attraction, located in Belfast where Titanic was built more than 100 years ago, won the UK Customer Experience ‘Best New...

DED Business Excellence Department signs partnership with International Business Excellence Awards

Endorsement advocates importance of Awards The Business Excellence Department within the Department of Economic Development (DED), Dubai, have signed a partnership agreement with the International Business Excellence Awards 2015 (IBX Awards), owned by awards specialists, Awards International. The partnership outlines DED’s...

When employee engagement delivers great customer service

It’s central London. It’s 9.05 am and it’s busy. I have arrived at Victoria station via the tube. My meeting starts at 10.00 am. I have time to kill and I need a coffee. I want to tune in to my...

Egg Freezing – a better deal for who?

This week, technology giants Apple and Facebook controversially announced plans to provide female employees the opportunity to cryopreserve (freeze) their eggs. Facebook has already started this program and Apple will soon implement its program in January 2015.  The egg freezing perk...