Category: CXM News

Unprepared leaders put worker safety at risk

The ‘Safety Culture Maturity Report 2024’ indicates that senior leaders may not be fully prepared to handle risk, with an average score of only 44% in risk management expertise.  This discovery overlaps with data from the Health and Safety Executive (HSE)...

2024 Amazon Prime Day results show growing customer desire for huge online discounts

This year’s Amazon Prime Day proved to be the biggest online shopping event for the UK market. The 2-day online event hosted huge deals exclusively for Prime members. The total UK online spend just on the first day of the event surpassed £622.4...

Customer-focused roles are on the rise

There has been a 30% overall increase in the appointment of primary customer-focused roles since the same period in 2023. These roles include chief customer officers, customer service directors, and directors of CX.  The research comes from Douglas Jackson’s ‘Customer Moves’ report. The...

Industry heavyweights combine to form CX standards

Kantar, Bain & Company, and Qualtrics have partnered to publish a set of jointly endorsed CX standards. The framework aims to introduce a “common language for excellence”, that will elevate the quality of CX practices across all industries. “The need for...

Smart cane wins the King’s “best of British” award

WeWalk has picked up a King’s Award for Enterprise for its cutting-edge ‘smart cane’ product. The smart cane, which integrates with Google Maps to offer visually impaired people direction assistance, also won a gold award at the recent 2024 Turkiye Customer Experience...

Costco to raise its customer loyalty membership fees

Costco is pushing up the prices of its customer loyalty programme for the first time in seven years. The North American retailer intends to increase the price for its gold star membership to $5 a month and its executive membership...

This week in CX: personalisation remains key to customer experience success

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at what customers want, personalisation strategies, and what machine customers represent for the future of CX. Key news Zoom launched the new Workflow Automation in beta, allowing users to...

Most executives are unprepared to build strong personalisation strategies 

The majority of executives are ill-equipped to track about consumers’ preferences and behaviour online following Google’s plans to eliminate third-party cookies.  Research from Optimizely, which surveyed marketing, e-commerce and IT executives across six global markets found that a massive 97% were...

Customers don’t want AI in customer service, report claims

Gartner research indicates that customers don’t like artificial intelligence, and would prefer companies didn’t use it at all. According to the analyst firm, 64% of customers prefer firms not to use AI in their customer service. The report also claimed 53% of customers would consider...

This week in CX: more workers are using and benefiting from AI than they realise

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how professionals are unhappy and lacking confidence in their sales forecasts, AI is having more positive effects on workers’ productivity and value than we...