Customer Experience

Driving change: the shift from CRM to CX

Driving change: the shift from CRM to CX

Customers demand more from brands than ever before. Businesses need to provide a unified experience across all engagements, starting from the very first time an individual encounters a brand. Suvish Viswanathan,...

Peak District hotel provides peak digital journey

Peak District hotel provides peak digital journey

Wildhive Callow Hall is providing the ultimate customer experience courtesy of its partnership with onejourney. The ‘back to nature’ luxury hotel wanted to excite its guests’ with a digital-first,...

How can small businesses effectively cope with customer enquiries?

How can small businesses effectively cope with customer enquiries?

To cope with the challenging economic environment, small and medium enterprises need to strengthen their customer relations and services to help them stand out from the crowd. Martin Brown, CCO at FM Outsource,...

How to create outstanding customer experiences in the 2020s 

How to create outstanding customer experiences in the 2020s 

The 2020s are proving to be the decade of exciting and revolutionary technology within reach of businesses that are willing to adapt to use it to improve customer experience. Here, James Frampton, SVP and General...

The optimal sales tech stack for SMEs 

The optimal sales tech stack for SMEs 

Customer experience is vital for ensuring successful sales. Shabri Lakhani, CEO of SalesWorks, talks to us about optimising sales technology for SMEs, such as having a strong CRM, contact database and automating...

How Evans Manufacturing lives up to its full potential with Freshsales

How Evans Manufacturing lives up to its full potential with Freshsales

Following the implementation of Freshsales, Evans Manufacturing now has access to a holistic view of its customers as well as the ability to streamline sales processes and activities. Have you ever wondered where...

Editor’s Question: How can SMEs create a fantastic customer experience?

Editor’s Question: How can SMEs create a fantastic customer experience?

We have all been there as a customer – let down by a company when it comes to customer service. Often it relates to an issue which crops up and the issue is not dealt with in a timely and efficient manner. It...

Post-purchase delivery communication proves critical for avoiding negative reviews

Post-purchase delivery communication proves critical for avoiding negative...

Two-thirds (64%) of customers will leave a negative review when their delivery is delayed or they receive an unsatisfactory response to a ‘where is my order’ (WISMO) query, highlighting the critical role...

Customer experience trends to look out for in 2023

Customer experience trends to look out for in 2023

The continued growth in online shopping means brands are more under pressure than ever to provide sleek digital experiences. So, what should companies look to improve and invest in with regards to customer experience...

Is this the end of customer loyalty?

Is this the end of customer loyalty?

Over half (56%) of Brits have switched from a favourite brand they were loyal to due to increased inflation and the cost of living crisis, while one in five shoppers (19%) agree...

CX is becoming more specialised to tackle ‘people paradox’ 

CX is becoming more specialised to tackle ‘people paradox’ 

A new report by MIT Technology Review Insights explores how global organisations are reassessing their customer experience (CX) workforce and processes in the post-pandemic era.  The report, Customer experience...

Customer experience solutions for SMEs: how important is it? 

Customer experience solutions for SMEs: how important is it? 

Consumer values are continuously evolving and are vital to any business, especially to SMEs. Chris Sparling, CX Strategy Director at Reputation, talks to us about why customer experience matters and how start-ups can...

Just 3% of reps are happy with their current cold approach response rate

Just 3% of reps are happy with their current cold approach response rate

Enterprise sales teams are failing to convince 91% of prospects that the sales content they receive has been personalised to them. This is according to new research by Gong, a leading revenue intelligence platform,...

Sendlane creates comprehensive marketing automation suite 

Sendlane creates comprehensive marketing automation suite 

Sendlane, a customer experience-focused marketing automation solution for e-commerce brands, has upgraded its suite of SMS/MMS campaign management tools. The new suite is tightly integrated with Sendlane’s...

Duolingo’s Director for Europe on marketing in the modern age

Duolingo’s Director for Europe on marketing in the modern age

All organisations need a strong social media and marketing strategy to compete in the modern age. Colin Watkins, Country Manager for France and the UK, and Director of Marketing for Europe at Duolingo, speaks to us...

Sendlane releases findings on the health of SME e-commerce community

Sendlane releases findings on the health of SME e-commerce community

Sendlane, the SMB e-commerce-focused marketing automation company, has announced the results of its 2021 eCommerce Health survey. A key takeaway is that 2021 was a record year for many SMB e-commerce companies, but...

How intelligent automation can free marketing teams from tedious tasks

How intelligent automation can free marketing teams from tedious tasks

Daniel Pullen, Chief Automation Officer, CiGen, told us how automation affects modern marketing. Marketing teams leverage a wide range of technologies to deliver campaigns, products and services and understand...

Paper.id launches B2B Buy Now Pay Later to help Indonesian SMEs

Paper.id launches B2B Buy Now Pay Later to help Indonesian SMEs

Paper.id, one of Indonesia’s largest B2B invoicing start-ups with US$640 million in invoices processed since the start of the year, has announced the launch of Buy Now, Pay Later (BNPL) for small...

Just 3% of reps are happy with their current cold approach response rate

Just 3% of reps are happy with their current cold approach response rate

Enterprise sales teams are failing to convince 91% of prospects that the sales content they receive has been personalised to them. This is according to new research by Gong, a leading revenue intelligence platform,...

Sendlane creates comprehensive marketing automation suite 

Sendlane creates comprehensive marketing automation suite 

Sendlane, a customer experience-focused marketing automation solution for e-commerce brands, has upgraded its suite of SMS/MMS campaign management tools. The new suite is tightly integrated with Sendlane’s...

Duolingo’s Director for Europe on marketing in the modern age

Duolingo’s Director for Europe on marketing in the modern age

All organisations need a strong social media and marketing strategy to compete in the modern age. Colin Watkins, Country Manager for France and the UK, and Director of Marketing for Europe at Duolingo, speaks to us...

Sendlane releases findings on the health of SME e-commerce community

Sendlane releases findings on the health of SME e-commerce community

Sendlane, the SMB e-commerce-focused marketing automation company, has announced the results of its 2021 eCommerce Health survey. A key takeaway is that 2021 was a record year for many SMB e-commerce companies, but...

How intelligent automation can free marketing teams from tedious tasks

How intelligent automation can free marketing teams from tedious tasks

Daniel Pullen, Chief Automation Officer, CiGen, told us how automation affects modern marketing. Marketing teams leverage a wide range of technologies to deliver campaigns, products and services and understand...

Paper.id launches B2B Buy Now Pay Later to help Indonesian SMEs

Paper.id launches B2B Buy Now Pay Later to help Indonesian SMEs

Paper.id, one of Indonesia’s largest B2B invoicing start-ups with US$640 million in invoices processed since the start of the year, has announced the launch of Buy Now, Pay Later (BNPL) for small...

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