Archives

This week in CX: 54% of employees are trapped in a career dead-end

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into AI’s role in mental health, global economy shifts and why the majority of employees are not satisfied with their career choices.Key...

US Customer Experience Awards 2024: The Winners Are Here

The prestigious US Customer Experience Awards 2024 has chosen this year’s best of the best in customer experience across the United States. The live online event brought together leading professionals and organisations committed to excellence in customer service.Winners announcementsThe highlight...

Empowering customer engagement in retail with RCS

Mobile commerce is experiencing a boom, projected to reach £100 billion in UK retail sales in 2024. With over 70% of UK adults considering mobile as essential for convenient online shopping, it is clear, at least to us, that retailers should focus on improving...

The customer demand for SMS messaging is here: What’s your personalisation strategy?

Gone are the days of calling a business, whether to make an appointment or place an order. Technology has revolutionised how we interact with brands, creating new channels to connect and, in turn, new communication preferences for customers. And while SMS...

This week in CX: you might be on hold to customer service for 800 years

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into Gen Z work engagement, what is causing high levels of ‘collaboration drag’, and the issues of a return-to-office mandate on employee retention.Key...

UK Business Awards open for entries and partnerships announcements 

Our partners at Awards International are delighted to officially announce the beginning of the UK Business Awards (UKBA) for 2024! This prestigious awards programme honours and celebrates the inspiring efforts of micro, small, medium and large organisations in business excellence and...

Why Internal Service Excellence is key to delivering External Service 

Have you ever contacted a company to chase a response only to be told that another department is investigating the issue, but no update has been received? Or perhaps you’ve contacted a company to make a complaint but have been passed from...

Loyalty Subscription Programmes Are on the Rise: How to Take Them Higher

Loyalty programmes are essential to retailers of all stripes; they help build customer engagement, creating a sense of belonging and increasing customer trust through relevant rewards and personalised offers. They’re also evolving to become key revenue drivers and brand differentiators.Across the...

This week in CX: the retail industry is under threat from high fraud cases

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at new research into agent and customer experiences, and issues in retail for return policy abuse. Key newsNew research from Forsta reveals a strong positive...

Email orchestration: The new intelligent business enabler

Email remains the go-to communications method of choice after the phone for all businesses and organisations around the world with 4.48 billion people worldwide using it, forecasted to rise to 4.73 billion in 2026. AI has revolutionised the management of email known as ‘email...