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This week in CX: time to discuss holiday shopping (already?!) and the ‘treat yourself’ phenomenon

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into how generative AI will enhance overall shopping experiences in the future, and it’s already(!) time to discuss research about holiday season shopping,...

Going off-script: getting conversational messaging right

Done well, conversational messaging should be engaging and user-friendly. Offering real-time back-and-forth dialogue between an organisation and individual customers via their channel of choice, it aims to provide immediate response, address specific needs, and foster a sense of rapport with every interaction.  This can be...

This week in CX: AI is still a dominating CX force for this year

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at AI’s domination in CX trends for this year, and global online retail sales growth predictions. Key news Consumer group Which? and debt charity StepChange have issued...

Reimagining the CMO Role: Empowering Growth in a Dynamic Market

In January, Fortune published an article that explored the ‘shrinking role of the CMO.’ The surrounding conversation, which called for the elimination of the Chief Marketing Officer, has stirred both concern, disappointment, and a ‘are we really here again’ attitude in the...

The Best of the UK Employee Experience: UKEXA ’24 Winners Announced

Discover who took home the trophy from yesterday’s UK Employee Experience Awards, held at the beautiful 116 Pall Mall, London!   Awards Finals   The UKEXA™️ ’24 Award Finals, held on May 22, marked a day of joy and celebration. Before the Finals kicked off, participants indulged...

This week in CX: 54% of employees are trapped in a career dead-end

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into AI’s role in mental health, global economy shifts and why the majority of employees are not satisfied with their career choices. Key...

US Customer Experience Awards 2024: The Winners Are Here

The prestigious US Customer Experience Awards 2024 has chosen this year’s best of the best in customer experience across the United States. The live online event brought together leading professionals and organisations committed to excellence in customer service. Winners announcements The highlight...

Empowering customer engagement in retail with RCS

Mobile commerce is experiencing a boom, projected to reach £100 billion in UK retail sales in 2024. With over 70% of UK adults considering mobile as essential for convenient online shopping, it is clear, at least to us, that retailers should focus on improving...

The customer demand for SMS messaging is here: What’s your personalisation strategy?

Gone are the days of calling a business, whether to make an appointment or place an order. Technology has revolutionised how we interact with brands, creating new channels to connect and, in turn, new communication preferences for customers.  And while SMS...

This week in CX: you might be on hold to customer service for 800 years

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into Gen Z work engagement, what is causing high levels of ‘collaboration drag’, and the issues of a return-to-office mandate on employee retention. Key...