Archives

Forrester’s list of emerging technologies reveals the best ROI solutions

Brian Hopkins, Forrester VP, emerging tech portfolio.Generative AI for visual content and language has topped Forrester’s list of emerging technology. The analyst firm says Gen AI, alongside Turing Bots, and IoT security are the leading emerging technologies that will offer return...

How can brands adapt to changing customer behaviours engrained during times of crisis?

The cost of living crisis truly set us all back in terms of financial freedom. I love to treat myself to shopping trips; daytime dates; evening meals with my partner and friends; going to see live music; and travelling. I...

How to make self-service a success

This piece was co-authored by Michael Rendelman, Senior Specialist, Research, and Keith McIntosh, Senior Principal, Research in the Gartner Customer Service and Support Practice.Self-service has been regarded as a game-changer for customer service, but many organisations still struggle with low resolution rates. Customer service leaders...

Customer first: The loyalty and pricing unlock 

Consumers have mixed feelings about the economy. There is a sense of optimism as inflation has stabilised… But spending levels remain similar to previous quarters. Consumers are still trading down in search of better value and roughly one-third are continuing to monitor their expenses carefully. This has put ‘brand promiscuity’ at an...

This week in CX: new ways that retailers can reach shoppers online

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at how retailers can meet the needs of online UK consumers, new research into the entire digital employee experience journey, and the role of emerging...

VoC platforms aren’t working and here’s why

Voice of the Customer platforms have long been a mainstay in our industry, used by countless Customer Experience Professionals to steer customer journeys and relationships. We have always believed they add great value and are a significant portion of the CX platform market worth of $12.4 billion in 2023. In my previous article, as part...

The Odyssey of Customer Feedback: How to Master Surveys for Better Insights

Voice of Customer is a topic many companies discuss, and customer surveys are an intriguing aspect of the customer experience odyssey. Like sailors navigating unknown seas, companies often struggle with surveys—some overuse them, others never bother, and many do it...

This week in CX: celebrity voices in the contact centre to drive engagement

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into retail policy abuse, contact centres using AI celebrity voices, the ethics of AI, and fixing customer discontent with personalisation.Key newsResearchers at...

Essentialism essentials: Steps for leaders to empower teams through burnout

Burnout has become an all-too-familiar spectre looming over our workforce. With a staggering majority (86%) of employees grappling with the debilitating effects of burnout, it’s no wonder that anxiety, depression and sleep deprivation have become so commonplace. And the consequences are dire....

This week in CX: current technology is actually hindering customer experiences…

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking into research about UK subscription costs, the true effects of current technology usage on CX, growth expectations in the AI and tech era,...