Author: CXM Editorial

Contact centre AI: Are you set up for success?

In this digital age where customer expectations are rapidly on the rise, it’s no surprise that the contact centre is undergoing an AI-powered transformation. But how are businesses implementing AI in their contact centres? What do contact centres need to have in...

This week in CX: Customer service quality is falling, and consumers don’t want automation to help

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at UK consumers turning their backs on automation for customer service, steps taken towards responsible AI, and research on the level of service offered to...

This week in CX: which employees are the most stressed?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at AI’s improvement on retail experiences, the most stressful professions in the UK, consumers seeking more than just brand rewards, and the significance of...

This week in CX: do HR leaders actually know what their Gen Z employees want?  

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at a disconnect for Gen Z’s employee benefit needs, and HR professionals wishes to take on AI solutions to help with burnout.  Key news Zoom Workplace is...

This week in CX: Half of UK adults are using AI chatbots for customer service  

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at what is currently causing chaos for online merchants, recent CS usage of AI chatbots, and further consumer usage of generative AI.  Key news At Enterprise...

This week in CX: only 46% of employees feel their career development is supported

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Gartner’s latest research into employee career development satisfaction and digital workplace tools. There’s also the latest research on eCommerce trends.  Key news Zoom announced the...

This week in CX: the cost of bad customer service

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the cost of bad customer service, marketers missing out on personalisation techniques, demands for sustainable shopping, and B2B buying habits.  Key news Job vacancies in...

This week in CX: listening to the voices of women in business

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. Today’s most important news is that it is International Women’s Day. Alongside some of our usual news, we’re also sharing exclusive commentary from women in business, and sharing...

What is MultiCaaS and why is it the contact centre of the future?

As a contact centre or IT leader, you don’t need another acronym to add to the pile. But that’s the beauty of the newest acronym in the industry, MultiCaaS—it’s the only CaaS acronym you need to operate your entire business...

This week in CX: Gen Z and young workers are shifting everything about work

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Emplifi’s Social Media Benchmarking Report, the latest research from Cavell on contact centre automation, and how mental health is taking a toll on...