Category: CXM News

This week in CX: the golden season is here; who is shopping where?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, as the golden season commences, we have new research about how consumers are shopping and spending their money on Black Friday, and how confident they are...

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...

This week in CX: customers still unhappy with customer support

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we have a follow-up to Interactions’ survey earlier this year which revealed that customers would rather have a cavity filled than deal with customer service teams....

This week in CX: it’s all about loyalty

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, there’s a lot in the news about customer loyalty in the build-up to Christmas, with how loyalty programme incentives are crucial during the cost of living...

A winning day to remember: UKCXA 2023 event run-down and winners reveal

The UK Customer Experience Awards, hosted by Awards International, is consistently famed for its scale and success. For over a decade, the UKCXA programme celebrates the inspiring efforts of the UK’s CX professionals. They are given a unique opportunity to get...

This week in CX: the calm before the retail peak season

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at this week’s events and exciting updates from CXM and Awards International, and more. We’re also looking into new research from Sorted about plans...

This week in CX: what is the future of our offices?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at what contact centre leaders see our future in hybrid working looking like, and how DX professionals are viewing their customers. We also have...

This week in CX: employee sickness and mental distress at all-time high

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new devastating report about employee sickness, brand engagement attitudes, and how customer service teams are set to cope in the busy final quarter. Key...

This week in CX: using Retail Media to shape the industry

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how AI could re-shape online shopping, the rise of Retail Media, and the proved benefits of investing in customer feedback within dealerships.  Key news Shipup announced...

This week in CX: generative AI use is already up 50%

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at consumer spending plans this holiday season, the divide on who’s using AI, and cases of counterfeit ChatGPT. Key news McKinsey and Salesforce has announced a new collaboration to accelerate...