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This week in CX: does high customer engagement equal long-term loyalty?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the results of last weekend’s Black Friday sales and what they mean for customer loyalty, the significance of business experimentation, and updates to...

Top 3 digital trends to expect for Black Friday 2023

Retail sales growth slowed in September as consumers struggled with higher housing and fuel costs, according to the latest data from the British Retail Consortium. Economic uncertainty means people are prioritising spending on necessities and around two-thirds (67%) of adults are spending less...

Businesses are losing Gen Z customers. Here’s 3 ways that AI can help

This article was co-authored by Devon King (Senior Account Executive, Sales) and Colm Bermingham (EVP, Sales) at Inbenta. Businesses are losing Gen Z. At least, those businesses that aren’t living up to the expectations of their young, savvy, digitally native customers.  Combined with...

This week in CX: Happy Black Friday sales weekend! What can you expect from consumers?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, it only makes sense that we’re looking at the latest retail research for consumer trends and purchase behaviours for this Black Friday sales weekend. Customers want...

International Customer Experience Awards 2023 – gathering global CX professionals

This year’s edition of ICXA™, conducted online for both the Awards Finals and Ceremony, featured a remarkable participation of over 80 companies presenting nearly 250 sessions. The live-broadcasted Ceremony, hosted by Nienke Bloem and Ian Golding from a TV studio...

Conversational user interface will transform CX and the way humans bring decisions 

In August 2023, Gartner announced three technologies that will transform customer service and support. From these, conversational user interface (CUI) captured our attention because it evoked memories of media from the last few years.  The epic film ‘Her,’ and a few soon-to-be-realistic...

This year’s Black Friday goal should be all about customer retention 

Since Europe adopted the American-born Black Friday phenomenon, the annual event has become a key element of the retail calendar across the continent. According to PwC France, last year’s festivities across parts of Europe were overshadowed by the cost of living...

This week in CX: are we prepared for DX, AI, and data in 2024?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at budgetting over the festive season, and two insightful  2024 trends reports from Quantum Metric and Qualtrics. There’s also a new report on data distrust. Key...

This week in CX: our future with AI

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research into the power of conversational AI in retail, UK shopper tolerance levels, and a look ahead on top market trends for...

Empowering people of colour: strategies for building a more inclusive CX industry

The CX industry is constantly growing with more and more companies paying attention to the concept. In fact, a recent study showed that around 49% of business leaders say that CX is their top priority over product and price.  However, like many other...