Archives

This week in CX: do HR leaders actually know what their Gen Z employees want?  

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at a disconnect for Gen Z’s employee benefit needs, and HR professionals wishes to take on AI solutions to help with burnout. Key newsZoom Workplace is...

Traditional purchase journeys are dying. The future lies in the in-stream checkout

As we head towards the second quarter of 2024, retailers can be forgiven for feeling nervous. Strong retail sales volumes in January 2024 were an encouraging sign, but look to be going against the grain with the UK currently in recession. Once again, retailers...

Employee experience design as a lens and valuable tool

It feels like everyone is bought into the idea of employee experience. It’s a hot topic in most HR circles. It’s become a profession in its own right. But how many companies are truly embracing it? What if it wasn’t an all or nothing?Just imagine a workplace where everything is carefully designed around your...

This week in CX: Half of UK adults are using AI chatbots for customer service  

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at what is currently causing chaos for online merchants, recent CS usage of AI chatbots, and further consumer usage of generative AI. Key newsAt Enterprise...

How to get the most out of Voice of the Customer platforms

In Customer Experience Management, the Voice of the Customer (VoC) stands out as a popular and powerful tool. It is easy to start and as we build our skills, it takes us on a transformative journey as we progress from fixing...

What do consumers really think about AI in retail?

Not long ago, Artificial intelligence (AI) was something you only saw in sci-fi movies. Now, however, it is an everyday tool that people use to process data, create content, distribute information quickly and process data, and it’s here to stay.   Yes,...

This week in CX: only 46% of employees feel their career development is supported

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at Gartner’s latest research into employee career development satisfaction and digital workplace tools. There’s also the latest research on eCommerce trends. Key newsZoom announced the...

The evolution of technology through a businesswoman’s lens: Interview with Medallia’s Simonetta Turek

In honour of Women’s History Month, and our campaign to raise the volume on women’s voices in business, Customer Experience Magazine is honoured to host an interview with Simonetta Turek. She is the Chief Product Officer at Medallia, and has...

Maximising customer experience in the omnichannel era

The transition from traditional call-based centres to diverse, omnichannel contact centres is here to stay. Omnichannel service transcends the conventional multichannel approach by integrating different modes of communication, closing the technology gaps between them. This integration minimises repetitive information and maximises agent performance, ensuring...

Breaking barriers for women in leadership: 4 simple tools to enforce in your organisation

It is no secret that it is more difficult for women in business to achieve leadership positions within their organisations. There are several reasons for this, including gender bias, lack of opportunities, and work-life balance challenges. Women in leadership is a...