Category: Customer Experience

Keeping employees motivated is a challenge in every industry. In the call

The post The Manager’s Guide to Call Center Gamification first appeared on Fonolo.

With blockchain, NFTs, and the metaverse growing in popularity it is making way into Web 3.0. The previous versions (Web 1.0 and Web 2.0) came to be slowing and in stages. Therefore, it would seem that Web 3.0 is on course to do the same. This article is a continuation of “What’s the real impact…

The post What changes will Web 3.0 bring to CX: a comprehensive guide appeared first on Customer Experience Magazine.

Wisdom announced its Digital Customer Experience Series – Europe edition, to be held virtually on 20 – 21 April 2022 and CXM is pleased to support this event as a media partner.   The event will explore the changing customer expectations in the European market with experts and senior representatives from top organisations across the world….

The post Wisdom’s digital CX series will be held in April: get your discount today!   appeared first on Customer Experience Magazine.

There are over 6,500 different cryptocurrencies, all varying in size of market capitalisation, which have different followings and trading volumes. Some of these are meme coins that have a supporting business model flimsier than a house of cards.  However, the vast majority are new technologies being created that will disrupt practically everything we know and do in…

The post How blockchain could solve the advertising sector’s challenges appeared first on Customer Experience Magazine.

It’s frustrating for anyone who leads. If everyone who says that they’re a contributor/member/supporter/fan/long-term customer showed up, huge things would happen. So we spend a lot of time hustling to get the lurkers to take action. Post again! Create more incentives! Dumb it down! Most of all, focus on creating urgency. This isn’t how progress […]

One of the defining workplace themes of 2021 was the Great Resignation. Employees started leaving their jobs at record rates, with 4.3 million people quitting in September 2021 alone. Shortly after, many employers began forecasting a focus on retaining talent, the likes of which had never been seen before in the corporate world.    As the…

The post Facing the truth: customer support agent turnover rate is constantly increasing  appeared first on Customer Experience Magazine.

Is cheaper better? Is profit the only thing to be maximized? For its first decade, Federal Express embraced customer service as a marketing tool. They were competing with the postal service, but more than that, they were trying hard to create a habit that turned 25 cent deliveries into $20 deliveries, particularly among businesses. They […]

Do you remember all the elements you didn’t used to notice? It might be the way you see typography now, or the tuning of an orchestra. Or the alignment in the mouldings of a house you’re inspecting or the way an engine sounds… (or whether you put a ‘u’ in moulding) Expertise is about learning […]

Lock-in persists. That’s why it’s so valued by monopolists, tyrants and cults. The ability to speak up always creates inefficiency. It’s easier to just shut up and drive. Or be driven. But the ability to speak up is a self-cleaning algorithm. Our freedom to move on, to criticize and to suggest creates the conditions for […]