Archives

A behavioural scientist’s plea for building better EX strategy

It’s all about experiences these days. At the heart of the movement is the ability for businesses to manage experience in order to be successful, or as Qualtrics puts it: “Better people experiences. Better business outcomes.” It wasn’t always like...

Using AI to enhance your customer experience

It seems a long time since AI was the stuff of science fiction – nowadays it’s very much our reality. Lately, AI has become a topic of public interest, with people everywhere taking an interest in its role in our...

US CXA 24 programme is now open for entries!

Our partners from Awards International announce the beginning of the US Customer Experience Awards™️ ’24. This prestigious awards programme honours the best outcomes and accomplishments in CX in the US. As of September 25, the new edition of the US CXA™️ programme is officially...

This week in CX: employee sickness and mental distress at all-time high

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new devastating report about employee sickness, brand engagement attitudes, and how customer service teams are set to cope in the busy final quarter. Key...

The future of retail: how synthetic data creates enhanced customer experiences

In 2016, a viral YouTube video showcased a new convenience store concept. It quickly gained over 16 million views and sparked much online chatter. The store allowed customers to walk in, pick up their items, and leave. No queues, no...

6 ways to create an environment for employees to thrive

What does it mean to thrive in 2023? With the year being defined by substantial inflation and the looming presence of economic downturn, numerous teams have undertaken a singular objective: streamline costs while still maximising expansion opportunities.  It goes without saying that...

This week in CX: using Retail Media to shape the industry

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how AI could re-shape online shopping, the rise of Retail Media, and the proved benefits of investing in customer feedback within dealerships.  Key news Shipup announced...

What is your onboarding process saying about your employee experience? 

The employee experience begins at the first point of contact. A good onboarding process can be defined through the 3 top things CX leaders are looking for: timely feedback, simple process, and time invested in preparation of interviews and the onboarding programme. If done right, employee onboarding brings unforeseen...

Türkiye Customer Experience Awards 2023 winners announcement!

The latest edition of the Türkiye Customer Experience Awards, organised by Awards International, announced this year’s programme winners. This year’s edition of Türkiye CXA brought together leading businesses from across Türkiye to share the most remarkable achievements in customer experience....

Focusing on employees’ experience will help telecoms better serve their customers 

Being able to provide the same service to all in the face of rapid technological development is the major challenges that telecoms providers are currently facing up to – and the best way to help their customers is to prepare their employees. Capita have recognised that differing key industries take on different approaches to their consumers. And...