Category: Trending Stories

US CXA 24 programme is now open for entries!

Our partners from Awards International announce the beginning of the US Customer Experience Awards™️ ’24. This prestigious awards programme honours the best outcomes and accomplishments in CX in the US. As of September 25, the new edition of the US CXA™️ programme is officially...

Türkiye Customer Experience Awards 2023 winners announcement!

The latest edition of the Türkiye Customer Experience Awards, organised by Awards International, announced this year’s programme winners. This year’s edition of Türkiye CXA brought together leading businesses from across Türkiye to share the most remarkable achievements in customer experience....

Gamification Europe and CXM Announce Media Partnership for 2023 conference

Gamification Europe, the leading conference for gamification and engagement professionals, and CXM (Customer Experience Magazine), the premier online publication for customer experience news and insights, are delighted to announce a media partnership for the upcoming Gamification Europe 2023 (GEU2023) conference.  More...

TikTok made me buy it: the power of consumer community and important CX lessons

The phenomenon of social media and the unwavering influence it has on society is always a fascinating study. There are always new trends for people to jump on and have a go at. TikTok dances, Twitter (sorry, we mean X…...

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 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...

Using WhatsApp Business to boost customer engagement and loyalty

With over 100 billion messages sent every day by more than 2 billion users worldwide, WhatsApp is the frontrunner for retailer-consumer chat apps. With a widely-reported 40%+ conversion rate (around 12x that of email and SMS), tech-savvy brands are using it to get closer...

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...

How to continue the fight for Net Zero in the age of crisis and vulnerability

We’re facing tumultuous times as of late. Global warming and the increasing necessity for a new sustainable life are pressing issues to tackle head on, and fast. But at the same time, we’re seeing the general population plunged into vulnerable...

How is the rising cost of living impacting customer contact demand?

Almost one in every two people (48%) report declining confidence in their ability to pay their bills and make ends meet, and more than 53% say they have had to delay a bill payment in the past 12 months. The rise in vulnerability,...