Author: CXM Editorial

Going Back to Basics on Cybercrime

Lawrence Jones, CEO of internet hosting firm UKFast fights the customers’ corner with a look at why some online businesses still aren’t investing properly in preventing security breaches. Cyberattacks happen constantly but as an online business, it’s important that they don’t...

Is the retail industry socially accepting? Winners and losers in the social media debate

Having a ‘good’ brand experience is the key to ensuring brand loyalty but a ‘bad’ experience can take a lifetime to forget. Social media has the potential to enhance customer experience but it also increases the opportunity for ‘bad’ experiences...

Customer first above all else

“The customer is always right” has been a well trodden phrase for many decades. Whether it’s an experience in a department store, within a restaurant, on board a flight or during a visit to the bank, consumers have always expected...

Digital customer relationships unpacked

A digital relationship can enable the connection of products in a customer’s wallet like this insurance and banking bundle for Gjensidige A digital customer relationship turns the idea of CRM on its head. Rather than the organisation controlling customer data, the...

eCommerce Teams – Aims, Challenges and Solutions

By Jonathan Horden, Chief Executive, PrismaStar (www.prismastar.com) The role of an eCommerce team is varied and anyone working within one can testify to the complexity of responsibilities, objectives and the importance of their contribution to a company’s financial success in today’s...

On Customer Experience…

There’s certainly nothing new about focusing on the customer experience to differentiate a business. Over the past decades, brands have rocketed to iconic status by doing just that. Think Apple, Virgin, Starbucks, and Disney. The difference today is that empowered consumers (B2C)...

Brevado – “Creating Products Synonymous with Better Customer Experience”

Like all great products or services, they solve a fundamental problem that meets a customer need, making lives simpler and easier in the process and in doing so creating better customer experiences. The Brevado team has done just that. Brevado is...

The Big Easy – Why travel retailers need to bring simplicity to customer interaction

Driven largely by advancements in online technology, the needs and expectations of today’s travellers have changed as much in the past two decades as they have over the past two millennia. As a result, today’s travel companies need to...

Are you playing to win, or just playing not to lose, with your customer experience?

B2B marketing professionals have become increasingly sophisticated in their efforts to identify and quantify the business impact of their marketing spend. Yet when it comes to initiatives to improve the customer experience, while the overwhelming majority of B2B companies are...

The Future of Customer Experience

This is Part Two of Joe Tawfik’s article about the future of Customer Experience. Joe is CEO of Kinetic – a specialist business process outsourcing (BPO) for the telecommunication industry – looks ahead at what is emerging in the field...