- 17 January 2020, 14:11 in Customer Experience

Four key steps to improve your customer experience management efforts

In my previous article I shared the three main challenges that brands face when putting in place a customer experience management (CXM) strategy. Considering the difficulties associated with understanding customer behaviour, the limitations of technology and the lack of executive support for suggested marketing investments needed for developing a successful CXM strategy, it can be tough to see how improvement is possible.

However, here I share four things to help brands...

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- 20 November 2019, 14:52 in Data

How Data is Becoming the Lynchpin at the Very Heart of Businesses

According to Gartner, transforming into a digital business is the number one priority for most...

- 16 January 2020, 12:08 in Customer Experience

Challenges that hinder customer experience management strategies

To remain relevant and competitive in today’s ever-evolving marketing landscape, businesses of all sizes and...


- 27 September 2019, 09:44 in Customer Experience

The Power of Digital in Customer Experience

With consumer expectations at an all-time high, customer experience is more important than ever before for all businesses, regardless of size or sector. In order to meet these customer expectations, many organisations are choosing to implement digital-first strategies – creating a competitive advantage by embracing the power of AI and machine learning.


- 18 April 2018, 08:00 in Customer Experience

Why your Business can not Ignore Evolving Customer Personas

In order for businesses to stay ahead of the game and continue their success, they have to keep up with customer habits, behaviours and trends. This...

- 5 April 2018, 08:00 in Customer Experience

How to Ensure AI Doesn't Make Your Customers Hate You

No marketing plan aims to create chaos for consumers, but marketers must be cautious about how their AI-powered outreach actually operates in the...

- 23 November 2017, 08:00 in Customer Experience

How Fragmented Customer Experiences are Holding Brands Back

Sometimes it’s not the experiences that matter, but the spaces between them. So often, this one important truth gets missed in customer...

- 13 November 2017, 08:00 in Customer Experience

Why Online Retailers Need to Step Up Live Agent Provision

Normal shopping rules don’t apply online. Where bricks and mortar stores close at 5pm, the beauty of the internet for consumers is that shops...

- 8 November 2017, 08:00 in Customer Experience

A Segment of One: The Next Generation of Customer Engagement

Businesses today are certainly not lacking when it comes to access to customer data. According to new research by Vanson Bourne and Sitecore, on...

- 7 November 2017, 08:00 in Customer Experience

How to Achieve Consistency and the Best Customer Experience Across Marketing Channels

It is no secret that the customer is the centre of the universe for many brands. And so they should be; after all, they ultimately pay a...

- 31 October 2017, 07:45 in Customer Experience

Is the Transactional Email Experience Critical for Customer Loyalty?

All businesses are guilty of it, focusing daily on acquiring new customers, ensuring they convert with their brand and not with a rival...

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