Archives

VoC platforms aren’t working and here’s why

Voice of the Customer platforms have long been a mainstay in our industry, used by countless Customer Experience Professionals to steer customer journeys and relationships. We have always believed they add great value and are a significant portion of the CX platform market worth of $12.4 billion in 2023.  In my previous article, as part...

The Odyssey of Customer Feedback: How to Master Surveys for Better Insights

Voice of Customer is a topic many companies discuss, and customer surveys are an intriguing aspect of the customer experience odyssey. Like sailors navigating unknown seas, companies often struggle with surveys—some overuse them, others never bother, and many do it...

This week in CX: celebrity voices in the contact centre to drive engagement

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into retail policy abuse, contact centres using AI celebrity voices, the ethics of AI, and fixing customer discontent with personalisation. Key news Researchers at...

Essentialism essentials: Steps for leaders to empower teams through burnout

Burnout has become an all-too-familiar spectre looming over our workforce. With a staggering majority (86%) of employees grappling with the debilitating effects of burnout, it’s no wonder that anxiety, depression and sleep deprivation have become so commonplace. And the consequences are dire....

This week in CX: current technology is actually hindering customer experiences…

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking into research about UK subscription costs, the true effects of current technology usage on CX, growth expectations in the AI and tech era,...

The £9 Billion Blind Spot: How CRM Falls Short in Complaints Management

In the realm of customer service, CRM software reigns supreme. It’s the central nervous system for coordinating customer interactions and delivering personalised, contextualised services. But for all its strengths, CRM technology isn’t a catch-all for managing customer relationships. When it comes to complaints, your CRM...

Taking your CXM to the Next Level in The Age of Generative AI: Practical Insights 

If several years ago personalized customer experience was viewed as a nice-but-not-quite-necessary perk, today many experts agree that it should be adopted as a modus operandi for any customer experience management strategy. With the digital business domain’s exponential growth and...

Let’s get phygital: How to promote online feedback in-store 

After Sainsbury’s announced a decline in its online sales, with shoppers returning to its stores, there’s now greater pressure on retailers to provide more engaging shopping experiences – and one key way to do that is to improve the in-store customer experience.  In...

You have to listen to act: The power of customer feedback

Businesses who are not listening to customer feedback are in for a shock. With an increasingly volatile social landscape helping to fuel decreasing levels of satisfaction, consumers are demanding more from organisations. They are prepared to vote with their feet and take their spending power away from...

Evolving the ways leaders listen to customer feedback  

With a whopping 16 billion marketing dollars devoted to customer surveys, the thought of answering more questions exhausts customers. Take a minute to open your inbox right now. A guess? There is at least one survey request from a brand with...