Category: Digital Experience
![social media marketing burnout](https://cxm.co.uk/wp-content/uploads/2023/10/social-media-marketing-burnout.jpeg)
Burning bright without burning out – exploring the state of mind of the modern social media manager
World Mental Health Day is a timely reminder for organisations to examine the employee experience. Are employees happy, heard and valued? It’s widely understood that employees who feel fulfilled and personally connected to an organisation’s mission perform better – inspiring happier...
![Conversational AI](https://cxm.co.uk/wp-content/uploads/2023/09/conversational-ai.jpeg)
Winning back customer trust with conversational AI
We’ve all experienced the exasperation of navigating automated phone systems, desperately pleading to speak to a human representative to address our issues. It’s a common frustration and one that reveals a pivotal challenge in the realm of customer support. Despite the...
![A CX team working on automated processes](https://cxm.co.uk/wp-content/uploads/2023/08/AdobeStock_606163172-1393x900.jpeg)
Bridging the empathy gap with customer experience automation
Without automation, there is much less efficiency, clarity, and speed of service. According to the CXA Impact report, 95% of growing businesses say that automation helped them achieve what they couldn’t on their own. Customer experience automation (CXA) is especially important...
![Prompt engineering](https://cxm.co.uk/wp-content/uploads/2023/08/prompt-engineering-1440x867.jpeg)
What is the potential value of prompt engineering in CX?
With the development of Open AI’s ChatGPT, the discussion about a new role of ‘prompt engineering’ has started coming up more often. Prompt engineering is a way of communication with the large language model, a relationship between a human and machine...
![Video feedback in business](https://cxm.co.uk/wp-content/uploads/2023/07/video-feedback.jpeg)
Video feedback to capture customer’s authenticity and foster human insights
Over the past few years, the rapid development of AI (artificial intelligence) and deep learning opened a window for new CX technologies. Video feedback has emerged as an automated tool that brands can use to better understand their customers’ emotions...
![VR headset for great CX](https://cxm.co.uk/wp-content/uploads/2023/07/VR-headset-for-CX.jpeg)
The impact of Apple’s VR headset on retail: 5 essential factors to consider
Earlier this month, Apple unveiled its new virtual reality (VR) headset, Apple Vision Pro – and it has the potential to change customer experience on many different levels. For retailers, of course, this raises all types of questions. Principally, what does it mean for...
![Virgin Media customer experiences and automation](https://cxm.co.uk/wp-content/uploads/2023/07/virgin-media-automation-call-centre.jpeg)
How automation revolutionised customer experience at Virgin Media
Customer service plays a pivotal role in the telecommunications industry. Every interaction, every phone call, every query holds the power to shape a customer’s perception – for better or worse. And when you have a vast customer base of around 47...
![Gen Z customer experience - digital and omnichannel](https://cxm.co.uk/wp-content/uploads/2023/07/gen-Z-customer-experience.jpeg)
The Gen Z customer experience: Adapting for success in the digital age
As the first wave of 20-something Gen Z customers enter the e-commerce market, organisations find themselves faced with a generation that has never known a world without mobile phones or the Internet. For Gen Z, the digital landscape is not a novelty; it is...
![Digital transformation in the travel industry](https://cxm.co.uk/wp-content/uploads/2023/06/digital-transformation-travel-industry.jpeg)
Digital transformation takes flight as millennials jet to the sky
The pandemic brought unprecedented challenges to the travel industry, forcing airlines to navigate through a period of uncertainty and adapt to rapidly changing circumstances. Thus, digital transformation emerged as a vital lifeline, providing innovative solutions to tackle these new challenges. Accordingly, 69 per-cent of travellers who contacted the...
![Generative AI in marketing](https://cxm.co.uk/wp-content/uploads/2023/06/generative-AI-in-marketing.jpeg)
How generative AI will revolutionise the marketing landscape
Unless you’ve been living under a rock, I won’t be the first to tell you that generative AI has arrived, and it has big potential for marketers. However, whilst AI has been a feature in business meetings, analysts’ discussions and industry debates for a while now – and...