Archives

This week in CX: UK customers don’t even realise they are vulnerable

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Gartner’s customer service and support predictions, and NICE’s new report investigating customer vulnerability.  Key news Manchester City Football Club has extended its partnership with Qualtrics...

From Valentine’s to Christmas: how can marketers make a success of every year-round shopping season?

The major winter holiday shopping event season (also known as the Golden Quarter) is now done for another year. Marketers may be forgiven for needing a breather. Starting from Black Friday through to the Boxing Day sales, the numerous shopping events...

Good CX cannot exist without good staffing

The recent Centre for Retail Research figures showed that around 120,000 retail jobs were lost last year. While some job losses could not be avoided as behemoths of the UK’s high street collapsed, other retailers are reducing staff numbers to...

Is your customer cheating on you? Preventing customer disloyalty in the digital age

In an increasingly digital world, customers are becoming more discerning. They expect top-of-the-line products, personalised offers and rewards, and to have their queries resolved immediately, whether online, via text message or over the phone (or even all three).   Attracting customers is becoming harder...

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...

Doing it deskless: the rise of gig CX, freelancers, and hybrid settings

The term ‘workspace’ has undergone several generational shifts as people are beginning to adapt to different work environments. Last year, it was recorded that more than half of employees have flexible working arrangements in their current role. The change from a permanent office set up to...

A guide to leveraging product intelligence to improve customer experience

Understanding how customers use and feel about the products they buy can ultimately allow companies to make more informed decisions about specific products – whether that’s improving existing products or introducing new ones. But uncovering this intelligence is hard. Technologies like artificial...

Transform call centre performance with these 6 real-time use cases 

The real-time revolution is here. And Contact Centre as a Service (CCaaS) is poised to take advantage to provide immense value for contact centres. Gone are the days of waiting for end-of-day analysis to improve customer experiences, for missing conversation triggers to transfer customers over to a manager, or routing...

What does the rise in CCOs and data backed customer-centricity mean for retail?

Since 2020, 18 major retailers have added Chief Customer Officers (CCOs) to their executive leadership teams. It’s a trend worth unpacking. After all, customer-centricity isn’t new to retail. Why is it suddenly getting a seat at the executive table? The answer...