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Microsoft tech outages create mass global disruption impacting numerous industries

On Friday 19th July, Microsoft’s Windows operating systems displayed errors, and consequently created mass impacts globally across many different industries. Reports of disruptions started flooding in from around the world, including in the UK, parts of Europe, Asia, and USA....

This week in CX: what can you do with customer membership?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at customer membership initiatives and perks especially seen with Amazon Prime Day, new CX standards, the rise of customer focused roles, and much...

Unprepared leaders put worker safety at risk

The ‘Safety Culture Maturity Report 2024’ indicates that senior leaders may not be fully prepared to handle risk, with an average score of only 44% in risk management expertise. This discovery overlaps with data from the Health and Safety Executive (HSE)...

2024 Amazon Prime Day results show growing customer desire for huge online discounts

This year’s Amazon Prime Day proved to be the biggest online shopping event for the UK market. The 2-day online event hosted huge deals exclusively for Prime members.The total UK online spend just on the first day of the event surpassed £622.4...

Customer-focused roles are on the rise

There has been a 30% overall increase in the appointment of primary customer-focused roles since the same period in 2023. These roles include chief customer officers, customer service directors, and directors of CX. The research comes from Douglas Jackson’s ‘Customer Moves’ report. The...

Industry heavyweights combine to form CX standards

Kantar, Bain & Company, and Qualtrics have partnered to publish a set of jointly endorsed CX standards. The framework aims to introduce a “common language for excellence”, that will elevate the quality of CX practices across all industries.“The need for...

Smart cane wins the King’s “best of British” award

WeWalk has picked up a King’s Award for Enterprise for its cutting-edge ‘smart cane’ product. The smart cane, which integrates with Google Maps to offer visually impaired people direction assistance, also won a gold award at the recent 2024 Turkiye Customer Experience...

Hospitality: The heartbeat of exceptional experiences

This piece was co-authored by Michael Mattson, Chief Empathy Officer at Walk A Mile CX, and Nick Bond, CXO at Apex.Close your eyes and imagine stepping into a world where you are the centre of attention, where every detail is carefully...

6 strategies to help bridge the CX personalisation gap

There is a consensus among customer experience practitioners when it comes to personalisation: when done well, it can be a business differentiator. It’s easy to see why. Personalisation shows to customers the value that brands place on their relationships –...

Costco to raise its customer loyalty membership fees

Costco is pushing up the prices of its customer loyalty programme for the first time in seven years. The North American retailer intends to increase the price for its gold star membership to $5 a month and its executive membership...