Author: CXM Editorial

This week in CX: Five9, Qualtrics, and Zoom

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at cloud call centres’ ROI increase; new research into post-pandemic company culture; how Zoom has upgraded your remote working experience; and e-commerce personalisation tactics. Key newsTo...

This week in CX: Twilio, M-Cube, and Unilever

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at the retail industry’s comeback, new research into the issues of PSD2 regulations, how the cost-of-living crisis is threatening hospitality and the WFH model, and...

Why are companies struggling to stay relevant to their customers?

88% of executives believe that employees and customers needs are changing faster than businesses can respond to them. It is leading to a crisis of relevance, according to a new report from Accenture*.   “External factors – from economic to cultural, environmental and...

How to persuade others about the ROI of your CX programme

Proving the return on investment (ROI) of customer experience (CX) initiatives can be difficult. Even alongside the fiddly, specific mathematics and logistical elements, it can be challenging to measure and prove. Especially as it could take months, or even years,...

This week in CX: Forrester, WhatsApp, and Disney

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Forrester’s new employment forecast, Britain’s run-up to Christmas spending, how LEGO have celebrated its 90th birthday, and new WhatsApp updates. Key newsDisney+ has now surpassed...

New research: 88% of senior customers feel ‘shut out’ by online brands

UK consumers over 65 hold significant digital shopping power, with 76% relying on online purchase. However, findings reveal that only 12% feel understood by brands they digitally interact with. While many in this age group are digitally-savvy, the communications options...

UK airlines still leaving customers unsatisfied and disrupted

Heathrow has warned that its 100,000 a day limit on passengers travelling through the airport might be extended. This is due to the unprecedented disruption it is still facing. New data reveals that the top UK airlines are failing to respond...

This week in CX: Microsoft, Gartner, and Awards International

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at new Gartner research, reports by Reputation and Digital River, and the 4-day work week trials. Key news Our partners, Awards International, are pleased to announce...

2023 Edition of the UK Digital Experience Awards open for entries

Awards International announces the start of the UK Digital Experience Awards™ ’23, a premium awards programme celebrating top results and achievements in the UK. As of August 3, the seventh edition of UK DXA® will be officially accepting entries. Organisations from the UK...

This week in CX: Alida, Zendesk, and Amazon

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Zendesk’s newest integration, Amazon Prime changes, and the recent Gartner survey. Key newsAlida introduced its newest Summer 2022 product release – Customer Journeys – as...