Category: Customer Experience

The empathy revolution: 5 ways that AI will transform customer and employee experiences

For many customer experience leaders, artificial intelligence (AI) is both a shiny object and a business imperative. More than three-quarters of senior executives say AI will be a critical part of their customer experience (CX) operations in the coming years. AI will enable organisations to reshape their customer and...

Are your workforce management processes digital ready? 

In today’s digital world, the old ways of managing a contact centre workforce no longer suffice. With customers demanding—and receiving—multiple ways to interact with their service providers, contact centres have started to rethink the concept of what work is and how it is assigned. But even as contact centres embrace digital...

Addressing emotionally complex issues in call centres with AI 

Customer service has evolved tremendously over the past decade. What was once a call centre staffed with hundreds of agents fielding phone calls has transformed into an omnichannel operation with webchat, social media messaging and AI-powered chatbots handling routine inquiries....

Businesses are losing Gen Z customers. Here’s 3 ways that AI can help

This article was co-authored by Devon King (Senior Account Executive, Sales) and Colm Bermingham (EVP, Sales) at Inbenta. Businesses are losing Gen Z. At least, those businesses that aren’t living up to the expectations of their young, savvy, digitally native customers.  Combined with...

Conversational user interface will transform CX and the way humans bring decisions 

In August 2023, Gartner announced three technologies that will transform customer service and support. From these, conversational user interface (CUI) captured our attention because it evoked memories of media from the last few years.  The epic film ‘Her,’ and a few soon-to-be-realistic...

This year’s Black Friday goal should be all about customer retention 

Since Europe adopted the American-born Black Friday phenomenon, the annual event has become a key element of the retail calendar across the continent. According to PwC France, last year’s festivities across parts of Europe were overshadowed by the cost of living...

Empowering people of colour: strategies for building a more inclusive CX industry

The CX industry is constantly growing with more and more companies paying attention to the concept. In fact, a recent study showed that around 49% of business leaders say that CX is their top priority over product and price.  However, like many other...

CXM Review is back and challenges our perception of trust 

In October 2022, we at Customer Experience Magazine released our first huge project – a printed and digital magazine focusing on reviewing the past year in CX. And It was a year of uncertainty as we redefined our businesses in the post-covid...

Three recent findings on how AI is impacting CX

In 2023, the world returned to ‘normalcy’, with people spending more time offices and at in-person events, having face-to-face interactions, and traveling more. At the same time, many organisations faced macroeconomic pressures to do more with less, while maintaining sky-high...

How AI in banking is fuelling the future of CX and filling in the gaps

Many of us couldn’t live without our bank accounts. Whether it’s for the morning commute or the evening food shop, we’ve seen cash circulation decrease. More and more people rely on contactless payment methods such as Apple Pay, every day. UK Finance has forecast...