Tag: Customer engagement

The progression of the metaverse era: what challenges are social media teams tackling?

According to the recent Sprout Social’s UK & Ireland Index 2022, 85% of social media marketers anticipate incorporating new technologies like Virtual Reality, the Metaverse, and NFTs into their social media strategy within the next year. Moreover, 30% of marketers believe their...

Transitioning to a Total Experience approach: what business leaders need to know

A valuable customer experience (CX) has the power to drive loyalty, encourage retention, improve the business’ bottom line, and leave an impact on a brand’s reputation. As organisations strive to stay ahead of the competition, employee experience (EX) is also...

Emotional intelligence: the secret to a memorable customer experience 

In customer experience, we’re often taught to embrace the mantra, “the customer is always right.” This is to ensure the people we work with receive an exceptional experience and return to do business with the establishment. Even when the customer...

CX innovation in agile development is easier to implement than you thought

Lisa is doing wonders at a B2B e-commerce system. She supports developers to connect to the company customers, helps product owners make decisions for the product roadmap and bring out the best in the customer support team. Who is Lisa? She...

Gartner predicts by 2025, 60% of customers will seek service information from third-party sources 

According to Gartner, by 2025, 60% of customers will seek service from third-party sources of information not owned by the company. Currently, younger customers already use third-party information sources more frequently than older consumers, suggesting that this trend will increase...

What do cxpartners and Google say about the state of customer-centric organisations in 2022?

A new study by experience design consultancy, cxpartners, in partnership with Google, focusing on customer-centricity came across CXM’s desk.   The research report surveyed 110 businesses in Europe and found that customer-centric organizations grow nine times faster and are four times more likely...

Webex’s report details how to solve the CX trilemma 

A research report by Webex entitled “It’s time to solve the customer experience trilemma” speaks about what is needed to increase customer loyalty so that the bottom line can follow. Immobile, which is part of Webex, took the time to...

Drift’s new report: how personalized conversations can convert to leads

Drift has released their new report, which analysed 41 million conversations looking at how conversations can convert to leads which will bring about more conversions, pipelines and happier customers. This is a short overview of the report: “The Science and...

Data, discovery and innovation: shoppable media breathes new life into eCommerce

Since the content and commerce company, PopSugar acquired PICT to create photos that users could conduct purchases through, shoppable media has gained significant traction across digital publications, video, and social platforms. Yahoo’s In The Know publication saw its shoppable, video-centric...

New research by Gartner says that 75% of companies will “break up” with poor-fit customers   

CXM is intrigued by the idea of companies “breaking up” with their poor-fit customers, instead of the other way around. Therefore, when this report came across our digital desks, we knew we had to share it.  Gartner, Inc reveals that by...