Category: This Week in CX

This week in CX: customers are giving fake names for your records

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the latest research in AI plans for customer service and which projects will be abandoned, as well as calls for inclusive technology...

This week in CX: are major brand changes worth it?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the huge tech outage from last week, Google’s latest third party cookie decision, which companies are top companies for women to work...

This week in CX: what can you do with customer membership?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at customer membership initiatives and perks especially seen with Amazon Prime Day, new CX standards, the rise of customer focused roles, and much...

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...

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...

This week in CX: new ways that retailers can reach shoppers online

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how retailers can meet the needs of online UK consumers, new research into the entire digital employee experience journey, and the role of emerging...

This week in CX: celebrity voices in the contact centre to drive engagement

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into retail policy abuse, contact centres using AI celebrity voices, the ethics of AI, and fixing customer discontent with personalisation. Key news Researchers at...

This week in CX: current technology is actually hindering customer experiences…

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking into research about UK subscription costs, the true effects of current technology usage on CX, growth expectations in the AI and tech era,...

This week in CX: AI is still a dominating CX force for this year

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at AI’s domination in CX trends for this year, and global online retail sales growth predictions. Key news Consumer group Which? and debt charity StepChange have issued...

This week in CX: 54% of employees are trapped in a career dead-end

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into AI’s role in mental health, global economy shifts and why the majority of employees are not satisfied with their career choices. Key...