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How hospitality leaders should prepare for travel spending spike

The U.S. travel association has estimated travel spending will increase by 48% in 2023, compared to the pandemic low in 2020. And as expected, the year has got off to a strong start. In January, Barclays reported a 66% increase in travel spending compared to 2022, in spite of the cost of living crisis. One thing is for certain – hospitality...

How call centre agents can improve their mental health and wellbeing

Call centres are at the heart of many large organisations. Its employees are under an increasing level of pressure to meet the rising demands of customers. How can customer service agents ensure they are looking after their mental health? What...

Five steps to promote digital accessibility in business

In a world where technology is king, digital accessibility is no longer a luxury but a basic necessity. Unfortunately, the convenience and ease it offers remain elusive for individuals with disabilities. The World Health Organisation (WHO) estimates that around 15% of the...

The top recommended books to get you started in the CX world

Getting into CX and knowing where to start is no easy feat. It’s a complex, multi-layered world with a lot to know. At the start, it can seem overwhelming. Without the right directions, you may feel lost on how to...

Introducing the first Editorial Advisory Board at CXM

Customer Experience Magazine is pleased to announce the formation of its first Editorial Advisory Board (EAB). The EAB is formed to support the editorial team in preparing the 2023 CXM Review coverage.We plan to expand the editorial advisory board’s roles...

From crisis to CX excellence – the opportunity for growth

Brexit, the pandemic, war in Europe, supply chain issues – and now, the cost-of-living crisis. It’s hard to recall a more challenging few years in living memory. And not only in the UK – another factor that has been so distinct about the recent hardships is...

This week in CX: social media may be responsible for shopping scams

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at online shopping scams and how social media is assisting in this; consumer issues with communication from their bank; and what marketers think of...

The human element in a digital world: balancing tech and personal touch in customer experience

In the rapidly evolving digital landscape, businesses are continually exploring ways to elevate their customer experience (CX). The advent of innovative technologies, artificial intelligence, and data analytics have undoubtedly transformed the way brands interact with their customers. However, amidst this...

This week in CX: staff wellbeing is tied to business growth

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at consumer attitudes to small businesses’ customer service advantages, and how staff wellbeing is impacting business growth when neglected.Key newsMeta has completed its customer service...

CX in mental healthcare: applying your expertise to better the patient experience

Luckily, in recent years, we have seen more and more people talking about their mental health more openly than ever before. It seems that the taboo has lifted. But now that people are addressing their mental health issues and reaching out...