Tag: Customer engagement

How Zoom’s new omnichannel contact centre will set a new standard in CX 

Zoom has become a staple for many businesses, and here at CXM, it is no different. Therefore, when we received the news that last week, Zoom Video Communications, Inc.  announced Zoom Contact Centre, we got intrigued. Will their approach to...

Ending the post-purchase silence by offering customers more choice

The growth of e-commerce recently has been staggering. In 2020 alone, there was a 46.1% year-on-year increase in internet retail sales value in the UK. Of course, many consumers have been forced to shop online as a result of the...

Picking up the pieces from five broken customer experiences  

Every day, organisations enable a myriad of interactions with their customers and employees. Whether it’s an online shopper trying to purchase a new pair of shoes or a design engineer taking a leadership training course, companies provide experiences throughout every...

Supercharging CX in 2023: going beyond generic surveys

If you go the extra mile and seek personalized, timely, insightful feedback from your customers, you can identify and improve contact centre operations—and strengthen customer loyalty. CX (Customer Experience) professionals measure their company’s brand health in terms of customer satisfaction, and...

Gartner’s new research: 75% of customers will call customer support due to loneliness

After almost two years of isolation due to lockdown, many of us ended up being burned out, anxious, or lonely. Empathy, human connection, and quality relationships are righteously the buzzwords in the modern business world. The time has come to...

Consumers have changed: are brands ready to respond?

From omnichannel shopping to brand switching, the pandemic has accelerated some key trends in consumer behaviour. It has also profoundly altered customers’ perceptions and beliefs about the companies that serve them. Four key trends in customer behavior As an organization that...

Play the game: how gamification can boost customer engagement?

According to the IPC report released in January this year, the 2021 peak holiday season promises an impressive show. With ever-changing customer requirements, not every brand will be able to answer adequately on emerging digital demands and delight their users...

What are the essential brand value chain stages?

In the last couple of months, CXM welcomed new team members to redefine itself and create a true CX community from the insight out. During several meetings where we discussed our mission and vision, we gave a lot of thought...

Three ways to create personalized experiences for Gen Z

When it comes to customer experience, the newest generation of users is set to disrupt the status quo. Defined as anyone born after 1996, Generation Z has different brand expectations, including a ruthless quest for truth, and is poised to...

CXM and Alida are hosting a webinar on the transformation of the resident experience

CXM is delighted to announce that this week we will be hosting a webinar in partnership with Alida, a creator of the world’s first CX & Insights Platform. The main topic is the transformation of resident experience London & Quadrant...