Tag: Customer Experience

Looking back at SEECXA 20: An Interview with Nets

It’s been ten months since the first LIVE online event and the inaugural South East Europe CX Awards hosted by Awards International. The event brought together more than 50 contenders from across the region for a chance to win recognition...

Research Reveals a Customer Relationship Crisis

Struggling to get a clear picture of their customers, more than half of sales leaders say their CRM is costing them revenue. According to a new CRM and Sales Impact Report from SugarCRM, many companies are facing a customer relationship crisis. Forty-eight...

No More Support Tickets: How to Deliver Excellent Customer Service with Gmail

Managing customer relationships is necessary for every business. Whether it’s solving customer issues or answering inquiries, companies use different tools to carry out daily customer interactions. Maintaining good customer relationship is key to customer loyalty which can only bring you more...

Technical advantages in cloud-based contact centres

The move from on-premises to cloud-based architecture certainly has clear business benefits such as hardware cost savings and faster responding times for customers, but the technical aspects deserve equal consideration to ensure businesses choose the right solution for organisational needs....

An Interview with 2020’s Top CX Stars Professional, Amanda Riches

During all the excitement of this year’s CX Stars, I had the pleasure of chatting to last year’s winner, and long-time friend of CXM, Amanda Riches. Amanda leads CX Consulting for experience management software firm Medallia’s Professional Services division in...

The Winners of CX Stars Will be Announced Soon!

The CXM team has been hard at work ratifying the results. In order to ensure a free and fair judging process, we employed the skills and experience of a panel of global CX industry leaders in order to ratify the...

Gaining Customers: Securing a Positive Employee Experience

In this, the third in a five-part series on gaining and retaining clients in 2021, we spoke to Nick Lygo-Baker, Founding Director of Paradigm CX, who help optimise the engagement experience to enrich the lives of customers and employees! What is any organisation...

The Changing Face of the Contact Centre

The COVID-19 crisis has completely changed the contact centre industry, with more customer service agents than ever working from home.  Going forward, if we are to establish effective post-COVID customer service, we will need to ensure that the contact centre lies at the heart of a company’s digital transformation strategy. ​Therefore, it’s important that...

CXPA Marks 10 Years of Nurturing Results Through CX

As organizations seek to ensure success, an increasing number are adopting customer experience as the cornerstone of sustainable return on their investments of time and money. With interest in customer experience on the rise, the Customer Experience Professionals Association (CXPA),...

Adapting to Thrive, Not Just Survive, Through Conversational Commerce

The Covid-19 pandemic accelerated adoption of digital solutions for thousands of businesses that suddenly found themselves cut off from their customer base. For many, the speed of bringing these new solutions on board became the difference between success and failure but,...