The latest CX stories and insights
Get the latest opinions from our customer experience experts and explore the stories behind some of the breakthrough brands turning customers into fans.
Human experience – what is it and why does it matter?
Authentic human connections are essential to life, and business is no exception. Here’s how to enhance, scale and optimize the human experience in your organization. What is human experience (HX)? ...
By Sarah Fisher
How customer experience helps bring Open Universities Australia’s brand promise to life
Open Universities Australia (OUA) helps students explore hundreds of online degrees and thousands of subjects from Australian universities. As an impartial destination the organisation is "Here to gui...
Digital Interactions: Achieving the ideal human/digital balance for serving your customers
How individuals interact with your digital properties – your websites, mobile websites, mobile applications – is what we call digital experience. The most basic objective of any digital strateg...
Personalization: designing and delivering a holistic experience, tailored for each customer
It’s been said that the best gifts are those made especially for you. This bit of wisdom is excellent advice for today’s leaders of experience management. Customers are tired of being treated as o...
5 ways to win with CX
UAE-based lifestyle group, Majid Al Futtaim (MAF) has the largest voice of the consumer (VOC) listening programme in the region. It’s committed to enhancing every experience across all customer inte...
Original research: The state of digital experience in 2023
For the last three years, the focus for many companies has been on accelerating digital transformation. They had to —their very survival depended on it. Today, you see the impact of that, digital ex...
By Ronell Hugh
Global consumer trends to watch out for in 2023
Consumers demanded better experiences in 2022, and businesses that listened were able to find success. In 2023, it will be no different - those that pay attention to consumer trends will reap the rewa...
11 examples of great customer service in 2022
Excellent customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver great customer service, according to American Express. Unfo...
By Diana Kaemingk
A CX roadmap for transformational change
CX impacts not only how companies are delivering services, but how their culture is defined, and even their brand values. Here’s how property management firm, Provis, extracted deep insights from cu...
“Don’t mess up the corn”: How KFC serves up exactly what its customers want
There’s getting to know customers…then there’s KFC getting to know customers. At Experience London, we heard from Cat Envis - Guest Insights and Analytics Manager - on how one of the world’s b...
Connecting customer, employee and brand experiences to drive business growth
Experiences are at the heart of business success The key to winning market share and achieving stellar business growth today isn’t just about delivering exceptional products and services — it’s...
Drive fast business impact with in-moment, in-context digital engagement
In today’s economic times, with budget cuts and less headcount, brands are facing an increasing pressure to grow their business. The question digital leaders are asking themselves is: How to drive m...
By LiLi Wong
How Brussels Airlines has made its social media customer service more efficient (and cheaper to run)
Airlines are no strangers to huge, external events completely disrupting their industry. And when things go wrong, people are quick to get in touch. More and more, though, customers are reaching out t...
By Daniel Saunders
How to use analytics for risk management
Calculating and managing risk is a vital part of business, but how can data analytics play into successful management? Read on to find out what risk management analytics is, why it’s important and h...
Building a customer-centric culture in Bankwest’s Customer Service Centre
Everytime a customer leaves feedback on their Contact Centre experience at Bankwest, Shamus Hurley, Customer Service Manager in the Customer Service Centre team, automatically receives a notification ...
Why a sense of belonging at school matters for K-12 students
New Qualtrics research shows that high school students in the U.S. are struggling to feel a sense of belonging at school, with just 49% saying they feel like they are part of their school community. T...
Friends of FENTY: Five brand experiences based on core values
FENTY transformed the beauty industry for good, embracing diversity and inclusion to create a breakthrough brand and an incredible business. What can we learn from other brands who have led with their...
How Rihanna and FENTY took celebrity
to a new level
From Mark Twain — who once put his name to a line of innovative fountain pens from The Conklin Pen Co — to actor Scarlett Johansson and comedian Colin Jost starring in an Amazon Alexa Super Bowl a...
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