Tag: Customer Experience

Customer journey matrix frameworks – the best method for planning a successful CX

Customer journeys, no matter how closely we try to track them and orchestrate them, are different and unique in every case. One of the best ways to understand this closer is with a customer journey matrix framework. The frameworks support digital journey...

Boost your “Digital” CX by bridging the gap between AI and EQ

The modern era of technology and computerisation has made us neglect the human intellect and emotions. AI is evolving – and seemingly unchecked. Its supporters highlight promising advancements in customer service, data processing, and decision-making. On the other hand, detractors are...

This week in CX: are the current employee benefits and financial aids enough? plus Talkdesk & Twilio

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at thoughts on the spring budget for retail and hospitality, as well as new questions into whether employee benefits include all the financial help...

Top ten CXM interviews with women in leadership

At Customer Experience Magazine, we put gender equality at the centre of our content strategy. More than 80% of our contributors are women, powerful CX leaders, consultants, solution designers, and innovators. We advocate for hearing female voices – so much so...

Four CX investments that organisations should prioritise in 2023

According to Gartner research, CX is recognised as a priority with 76% of executive leaders surveyed indicating they see CX as critical to meeting the organisation’s business goals. Organisations with an effective CX strategy were less impacted by revenue loss during the pandemic years.   While encouraging to see...

This week in CX: even more AI-powered tools are coming; plus NICE & MaxContact

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the newest AI-powered tools in the business – including advancements within the CRM field, and SalesForce’s newest take with ChatGPT. MaxContact have also...

This week in CX: shifts and research affecting marketers; plus Gartner & Reputation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the latest research studies that are affecting marketers from releasing their creativity into their campaigns, and how they’re adapting to global consumer shifts....

This week in CX: 92% success rate for the 4 day week; plus Emplifi & Medallia

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the great results from the almighty 4 day week trials! Emplifi have also investigated the impact of customer reviews, and there’s new research...

Improving customer engagement in a challenging economic climate

Heightened demand for more personalised, streamlined customer experiences combined with the cost-of-living crisis has created a challenge for organisations in how they engage with customers and successfully deliver the best experience. How can organisations keep abreast of their customers circumstances,...

3 ways that technology can reduce the number of returns and improve the delivery experience

Retailers should always be on the front-foot and pre-empting predictable trends. For instance – an increase in returns during peak periods, and delays stemming from industrial action. Managing returns is an inevitable part of doing business online. But ensuring this process is optimised...