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New research shows that 32% of UK workers are surveilled by employers

According to recent research, employers ‘spy on’ a third of UK workers, and webcam monitoring has more than doubled. Bosses and business owners are using dystopian surveillance tools more often to make sure their workers are being diligent. As we get...

British consumers demand greater government protection against fake reviews 

On Tuesday, the new Consumer Protection Bill is expected to lay out proposals making it illegal to pay someone to write or host fake reviews online. The latest research reveals that British consumers want regulations that offer total protection from...

CX innovation in agile development is easier to implement than you thought

Lisa is doing wonders at a B2B e-commerce system. She supports developers to connect to the company customers, helps product owners make decisions for the product roadmap and bring out the best in the customer support team. Who is Lisa? She...

Are we reaching the email endgame? 

Recent reports in publications such as The New York Times have questioned email’s longevity as a communication channel of choice. But what’s the reality? How can we do communication with customers effectively? The argument goes that Generation Z (born between 1997...

Customer Success Operations: the hottest career in the customer service space

In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model, almost all have realized that they can’t accelerate growth without investing in Customer Success (CS). Usually, that means...

Gartner predicts by 2025, 60% of customers will seek service information from third-party sources 

According to Gartner, by 2025, 60% of customers will seek service from third-party sources of information not owned by the company. Currently, younger customers already use third-party information sources more frequently than older consumers, suggesting that this trend will increase...

Interview with Adrian Swinscoe: why make CX more punk?

“Punk is not a method, not a framework, not a toolkit. It is just an invite to do things differently because our customers and our people are waiting.” This week on CX Lore, we are joined by Adrian Swinscoe, an experimental...

Ethics led design: the only way to gain user trust

Trust matters. Whether it’s in a personal or a business relationship, loyalty grows only through trust. When trust is lost, it can be hard to win it back. However, current trends in UX design show that many companies are putting...

State of UX survey 2022: approach to UX measurement is lacking, despite link to revenue and business outcomes

UserZoom’s State of UX Survey 2022 is its fourth annual survey, which takes the temperature of the UX industry to see the trends, challenges, and opportunities ahead. This year 693 UX professionals from 40 countries were asked about the state of UX...

The evolution of data: will AI voice recognition shape how we serve our customers? 

Data as we know it is evolving. Previously limited to numerical and text form, data is now increasingly presented to businesses in the form of audio and video, especially with the accelerated use of telephone and video-call communication between businesses...