Archives

This week in CX: the cost of bad customer service

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the cost of bad customer service, marketers missing out on personalisation techniques, demands for sustainable shopping, and B2B buying habits. Key newsJob vacancies in...

Old money prefers human support

Miles Davis once remarked after a gig, “It’s not about the notes you play, it’s about the ones you don’t.”We are in an era where the consumer experience is not solely about the emotions one feels. Far more crucial is...

Entering a new age of customer communication

The world of customer communication is set to enter a new era. And that’s before we even talk about Apple’s Vision Pro. The increasing change of pace in brand-customer relations means that customer experience strategies must adapt too. In the...

Hyperpersonalising Online Shopping Experiences for Tech-Savvy Gen Z Customers

In the digital realm, where the line between the physical and virtual worlds blur, no one navigates the online shopping landscape with as much ease as Gen Z. Born into a world of rapid technological advancements, this demographic has changed...

Lifting as we climb: mentorship and the rise of women

International Women’s Day, to me, marks an important moment to pause and take stock. It’s important to recognise that momentum is building when it comes to women rising to leadership roles in major corporations. Many corporations are actively increasing their...

This week in CX: listening to the voices of women in business

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.Today’s most important news is that it is International Women’s Day. Alongside some of our usual news, we’re also sharing exclusive commentary from women in business, and sharing...

What is MultiCaaS and why is it the contact centre of the future?

As a contact centre or IT leader, you don’t need another acronym to add to the pile. But that’s the beauty of the newest acronym in the industry, MultiCaaS—it’s the only CaaS acronym you need to operate your entire business...

The importance of benchmarking Gen AI for effective CX usage

Testing the IQ of an AI may not be a familiar concept, but it’s something companies must do if they want to ensure a great customer experience. As it stands, generative AI applications like ChatGPT, Bing and others are still a nascent space. They...

This week in CX: Gen Z and young workers are shifting everything about work

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at Emplifi’s Social Media Benchmarking Report, the latest research from Cavell on contact centre automation, and how mental health is taking a toll on...

Your top 50 CXMStars™ of 2024 have been chosen!🏆

This year’s CXMStars™ season has come to its end – the votes are in, the judges scores are finalised. Everything is ready. It’s time to announce the top CX professionals and influencers of 2024!Our aim with the CXMStars™ is to support the...