Category: CXM News

This week in CX: the risk of generative AI

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at small business attitudes to customer support, what Londoners think of brand loyalty, and the risks of increasing generative AI. Key news The Great Resignation, a...

This week in CX: how good are your post-purchase & personalised experiences?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how retailers are failing post-purchase, what customers actually think of personalised content, and the lack of understanding about what service design is. Key news Medallia has surpassed...

This week in CX: has the hospitality industry been sidelined?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how the hospitality industry feels unsupported, as well as Gartner’s definition and perspective on ‘AI-mature’ organisations. Key news In case you’ve somehow missed it (it’s...

AI revolution doesn’t stop: Meta, Qualtrics & Hubspot give us food for thought

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Meta, Qualtrics, Hubspot and the latest insights about how customer behaviours reflect their care for the environmental issues. Let’s dive into...

This week in CX: what’s the current source of stress for UK employees?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research from Gartner on customer service transition sentiments, how female employees feel about their financial situation, and what’s been happening with Amazon...

This week in CX: let’s get digital

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at digital customer experiences. Are these experiences truly personal? And what are the current consumer trends when it comes to brands creating videos? We’ve also...

This week in CX: are Gen Z impressed by small businesses?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we celebrated Micro, small and Medium sized enterprises day  on Tuesday. So, we’re today looking at new research about small businesses with AI and Gen Z. There’s also news...

This week in CX: customer complaints with UK local councils

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Twilio’s latest research about the value of demographics, the increase in UK citizens complaints to councils and how they are being handled, and the...

This week in CX: brand recommendations are pointless if you don’t know your customers

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at conflicting consumer opinions on AI, shoppers saying their favourite essential brands don’t know them well at all, and the costs of having to...

This week in CX: customer service at breaking point

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the rise in digital wallets, the huge shift in the world of marketing, and how customer service is at a breaking point. Key news The...