Author: CXM Editorial

Understanding signals from customers beyond the surveys: interview with Bill Staikos   

Last week, we had the honour of hosting an interview with Bill Staikos, Senior Vice President, Evangelist & Head of Community Engagement at Medallia. He has more than 25 years’ experience driving customer and employee experience excellence, and proven expertise...

Introducing CXM’s 10 most read contributors in 2022 

It’s the most wonderful time of the year. A month when we celebrate CXM’s contributors, CX&EX professionals, practitioners, and enthusiasts. But who are they? The contributors of Customer Experience Magazine are deep thinkers, explorers, analysts, narrative curators and the core part...

CXMStars™ 2023 is here!

Customer Experience Magazine is delighted to announce that CXMStars™ 2023 is now open for entries! This is the fourth year that we have celebrated the Top 50 CXM Stars from across the globe.  We’re so excited to invite you to submit personal...

This week in CX: developing the role of digital CX, and Christmas employee standards

Happy Friday! And welcome to the final news roundup of 2022. Thank you all so much for supporting CXM’s news coverage that we launched earlier this year. We will be back on 6th January!  ‘This week in CX’ brings you the latest...

How can business software streamline and improve your customer experience?

Ensuring customer satisfaction is a huge business driver, and the experience starts from all touchpoints. Business software can make your job simple by streamlining how you handle customers so you can focus on your core business.  Industry-specific customisation  For instance, if you’re...

What can performance metrics reveal about customer standards?

Measurable data, we know, is crucial. In particular, tracking performance metrics is a great way to access valuable information into your business. And many factors play into organisational performance too.  To help us understand, Zendesk have released a new whitepaper into...

This week in CX: KIA’s transformation, the shopping experience, and 2023 banking

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the shopping experience, KIA’s new CX journey, European retailers’ prep, new banking predictions for 2023, and a report on product-led business growth. Key news Chattermill have...

This week in CX: the 4 day week results; plus news from Vodafone & Zendesk

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the results of the 4 day work week trial programme, Vodafone’s innovative new lab, Gen Z and social media’s impact on hospitality, and...

Customer calls are the moments that matter

The global call intelligence and speech analytics platform, Infinity, conducted a survey into customer call experiences. Out of 2000 UK consumers surveyed, nearly half (46%) have been disappointed with brand calls over the last 6 months. What’s the impact of negative...

iCXA 2022 – Premium gathering of the world’s top CX professionals

The 2022 edition of ICXA ™ (International Customer Experience Awards), held live online, both for the finals and Awards Ceremony, had more than 90 companies across nearly 200 presentations. The ceremony was broadcast live from a TV studio in Belgrade,...