Tag: Digital transformation

The end of traditional customer surveys: what’s coming next?

Even before the pandemic, increased demand for personalised customer experiences had companies feeling pressured to meet customers’ expectations. They were scrambling to define and deliver exceptional CX. Leaders continue to strategise and anticipate evolving customer expectations to elevate the future of CX....

The recipe for CX success in 2022

As we kick off a new year, CX teams are still grappling with the fallout from the pandemic and its implications for consumer behaviour and customer interactions.  There are likely to be more bumps in the road ahead but as businesses map out their strategies for customer success in 2022, there are some fundamental...

CXM’s most popular articles in 2021

Following one of the most challenging years, 2021 has put leaders in front of a complex puzzle they are still trying to figure out. For our team, this is the tenth year that we’re grappling with hot business topics by researching, interviewing, writing, and monitoring the changes in the CX world.   Together with our contributors, we published over 200 articles addressing some of the...

Why aren’t brands prioritizing usability: four accessibility misconceptions

From the UX professional perspective, we, as practitioners, have a significant role in supporting our organization in adopting accessibility products and services. Unfortunately, many of us struggle to influence our companies to make accessibility a priority.  “Accessibility” has become a popular...

Technology for humans, not technology or humans: an interview Aimie Chapple

In the last couple of years, we’ve witnessed the acceleration of AI-powered solutions in contact centres. Most of the leaders see this as an opportunity to support contact agents in solving complex issues. Last week, we met with Aimie Chapple, Chief...

Guide for avoiding online shopping scams this Black Friday

As online shopping continues to grow in popularity, brands must respond and ramp up their cybersecurity measures to protect their online consumer base from cyberattacks. Mimecast’s recent Brand Trust Report found that 79% of the respondents have received a phishing email...

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...

Unlocking the potential of API-driven services

Without the digital capabilities which we all relied on during the pandemic, the effects of COVID-19 on many businesses would have certainly been far more detrimental. Yet beyond the standard online tools and services, there is a huge opportunity for...

Human or Machine: will AI change the trajectory of content writing?

Drafting engaging articles takes exceptional writing skills, critical thinking, research, and empathy. As a team dedicated to creating quality content, we see writing as an explorative process based on human experiences and emotions no machine could understand or reproduce. However,...

What is the 5G impact on the retail industry?

The rollout of 5G has the potential to transform the retail industry by ushering in a new era of connectivity and experience. Its advancements should alleviate many of the challenges that retailers have endured during the pandemic. By dramatically accelerating the speed of...