Author: CXM Editorial

This week in CX: environmental-consciousness in shopping is on the rise

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at data issues with CMS, environmental awareness in shopping, and Gartner’s top priorities for CS and support leaders. Key news UK consumer card spending edged up...

UK Customer Experience Awards™ 2024 – Open for Entries 

As we celebrate love in all its forms, we are proud to announce the start of Awards International’s premium programme, the UK Customer Experience Awards™ 2024.  For the 15th consecutive year, UKCXA™ aims to recognise and celebrate passion and commitment of the UK CX professionals...

This week in CX:  in this digital age, humans still reign supreme

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into the desire for human connection in customer service, how in-store devices affect retail CX, and why the banking sector is most...

How is Zoom navigating the future of customer engagement? Interview with Zoom’s Head of Contact Centre

In the fast-evolving landscape of Contact Centre as a Service  (CCaaS), one name stands out as a driving force in revolutionising customer experiences – Zoom.  Today, we are privileged to talk with Ben Neo, the Head of Zoom Contact Centre and CX...

This week in CX: UK adults would rather deal with vermin than customer service

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research from Qualtrics and RingCentral on customer service’s effects on the customer themselves, and frontline workers. UK marketers fear AI will create biased...

Reward your customers, and they’ll reward you with their loyalty 

According to McKinsey, 81% of shoppers have changed their consumption behaviours in the face of soaring prices and inflation levels. Two-thirds of shoppers are making less impulsive purchases More than half are spending longer researching and considering purchases 47% are holding out more...

This week in CX:  the UK is set to become a “burnt-out nation”

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the latest UK burnout report, and what difference receipts can have on your customer service. Key news CXMStars, Customer Experience Magazine’s annual competition, is now open...

Voting open! Decide your top 50 CXMStars™ of 2024 today🌟

This year’s initiatives have been excellent. All entrants have done an incredible job. It was not easy to shortlist all the nominees to our finalists. But we’ve done it! The lists of the top 25 CXMStars for each category have been...

This week in CX:  this is the year of industry transformation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the first piece of news from our partnership with CXFO, featuring key CX insights from their latest CX Utilities report. Zendesk and Twilio have...

This week in CX: do consumers stay loyal to retailers that offer free returns?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we delve into the latest findings that drive retailers forward, exploring predictions about generative AI that could impact us all. Key news HubSpot and TikTok are joining forces...