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How technology can drive personalisation and enhance the customer experience

Due to factors from the past few years, including the pandemic and increased digital transformation, customer expectations have heightened – and being able to offer omnichannel customer service has never been more important. Customers expect faster, more personalised communication, whether...

London will host The CX Summit focused on the BFSI industry

 The 2023 edition of CX NXT BFSI – the customer experience summit brings together CX leaders from leading banking, insurance and financial service enterprises in Europe. It is set to take place on 24 May 2023 at the Leonardo Royal...

Consumer Duty is coming: how can you ensure that your strategies will be a success?

Consumer Duty is set to come into force on 31st July 2023. According to the Elephants Don’t Forget guide, it will be the biggest change in conduct regulation for more than a decade.  First and foremost, what is Consumer Duty? It...

How to prepare for the generative AI revolution

When you read this article, it’s reasonable to assume that a human has created it. Yet in the near future, it will be just as likely that a machine has written the words you are reading. And that’s thanks to the rise...

How to make forex forecasts?

In recent months, inflation has made a lot of talk about itself, directly influencing various areas of social and economic life. In particular, the theme of inflation and its trend is crucial for investors, especially for those who work in...

This week in CX: which customer service sector is on top?; plus TikTok & HubSpot

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research into how social media is being used for brand sharing and exposure. When it comes to customer service, the fashion industry has...

What are the best practices and solutions for modern complaint management?

Every company out there knows that it is near impossible to not receive customer complaints at some point, on some level. However, they’re not all doom and gloom, and something to worry about. As Bill Gates says, “your most unhappy customer...

The 2023 edition of the International Customer Experience Awards is open for entries

Awards International announces the start of the International Customer Experience Awards ’23. This premium awards program celebrates top results and achievements in CX globally. As of April 3rd, the new edition of the ICXA program is officially accepting entries. Organisations...

A conversation with ChatGPT on the future of digital marketing

As the buzz around artificial intelligence (AI) continues to grow, spurred on by the release of OpenAI’s ChatGPT, I can’t help but think of the 2013 film ‘her’.  The story of a man falling in love with a hyper-intelligent virtual assistant that uses...

How AI is changing the feedback economy

How will artificial intelligence change reputation management? Well, it’s complicated. AI has already helped businesses understand customer feedback at scale and in ways that no human could do on their own. But, with the recent launch of content generation tools like ChatGPT,...