Author: CXM Editorial

Changing Email Service Provider (ESP)

Email marketing is known to generate the highest investment return compared to other marketing channels. Still, if businesses want to increase the success of their digital campaigns, they need to use email marketing properly and avoid common pitfalls such as...

Cultural diversity and language inclusion at the heart of advertising

Nowadays, it is business-critical for advertisers to connect with culturally diverse audiences. The Channel Factory researched the importance of language diversity in YouTube advertisements across the UK. Our team at CXM got curious about the report and wanted to find...

Improve your current CRM system with AI-powered technology

The pandemic rapidly accelerated digital transformation, which was already transforming customer engagement and brand loyalty. These dramatic changes left brands with a headache and the inability to have a full overview of customer experience. According to SugarCRM, 74% of sales professionals...

People at the heart of everything: UK EX&CH Awards 2021

Last Thursday the Awards International team had the great pleasure to host the UK EX&CHA Awards 2021 event. Once again, the online event exceeded all our expectations by bringing a handful of outstanding presentations and brilliant conversations. We had an amazing time...

The future of CX: a conversation with Ian Golding, Ian Stokol and Neil Skehel

During the online Gulf Customer Experience Awards held in Dubai earlier this year, Ian Golding shared precious insights into the subject of the CX future. His talk inspired a Q&A session between Ian Golding, Ian Stokol and Neil Skehel. During the conversation,...

Calabrio guide: Building next-generation workforce management

As the next-generation workforce management (WFM) challenges continue to arise and evolve in this turbulent time, new solutions are required for better results and long-term value. Contact centre leaders are undergoing constant pressure to maintain service levels and drive efficiency while...

Conga supports Zoopla’s digital transformation during COVID-19

Zoopla improves customer engagement and satisfaction during the UK’s first lockdown using Conga’s Commerical Operations Suite. We have seen a massive uprise in digital transformation during the COVID-19 outbreak in almost all industries. Some brands were better prepared than others, but...

BT partners with Cisco to deliver smooth hybrid working

With hybrid working being a new norm, enhancing voice and collaboration solutions for customers became a must for digital businesses. The CXM team reports on a new partnership between BT Wholesale and Cisco Webex, and their journey through the era...

PodPlays elevating podcast listener experience with Alida Touchpoint

The podcast market is rapidly booming. Listeners love to hear good storytelling and uncensored, spontaneous conversations. To stand out from the crowd, however, producers need to constantly deliver an exceptional podcast listener experience. The CXM team shares exciting industry news...

NICE acquires MindTouch for advanced smart self-service

The CXM team reports that NICE announced the acquisition of the leading cloud-based CX knowledge management platform MindTouch. Through the action, NICE aims to enhance expertise in the customer self-service section. This should be furthermore supported with a new AI-powered...