Author: CXM Editorial

Why Texting Needs to Be Less Text-based

Switched on companies are racing ahead using the power of visual to drive customer response, says Paul Sweeney of contact centre tech leader VoiceSage When it comes to customer communications, marketing professionals are text focused. That’s fine – but all too...

First Direct voted top for customer service

Great news for bank First Direct after it was crowned the top brand for customer service in the 2014 Which? survey. The survey of 3,600 people looked at the top 100 companies across banking, telecoms, energy, retail and travel, focusing on...

Be Real: Using Video NPS to connect with customers

Dave Carruthers is the CEO of VoxPopMe, and a serial entrepreneur. Carruthers is a mobile fanatic who is committed to using mobile technology to produce video-based market research. VoxPopMe’s customers include ASOS, Manchester City FC and Vodafone. More often than not,...

Securing your business in an increasingly complex IT landscape

Russell Horton, COO at Elitetele.com examines the importance of securing your business against threats Security risks to business systems are increasing at a rapid rate and going undetected by even the best IT teams.  As technology grows, businesses are now battling...

The Customer Experience Exchange (18 – 19 November 2014)

Customer Experience Magazine is proud to announce our partnership with The Customer Experience Exchange Europe. Grab your exclusive copy of the Pre Event Report, just released ahead of the 2014 Exchange taking place 18th -19th November at the Hilton Amsterdam, giving...

Creating Adapt’s Customer First Programme

As a provider of managed infrastructure IT services, it’s fair to say that our customers trust us with their ‘crown jewels’, because we look after some of the most important elements of their business. Whether it’s a commercial website, an...

Investing in Employees a must

So, the UK Customer Experience Awards are now behind us and what a great day it was. I feel rather honoured to have been involved, chairing one of the judging panels and presenting an award. More than anything else, I was...

New Appointments

Rant & Rave, the UK’s leading Customer Engagement solutions provider, has taken on Phil Evans as its new Chief Revenue Officer.  The company, which has adopted an aggressive business strategy to challenge the status quo of the customer engagement industry,...

Connecting touch points: how multi-touch technology improves customer engagement

While so much attention is focused around online communications, the reality is that physical contact with prospective buyers is still an important part of the overall customer experience. This has led to a number of big brands experimenting with...

Does Online Experience Affect Bricks and Mortar Shopping?

In today’s marketing speak you will hear a lot about the ‘customer journey’ and how the various ‘touchpoints’ with a brand drive consumer loyalty and defection. While any touchpoint is likely to have some impact on how we feel...