Category: This Week in CX

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 newsZoom 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 newsResearchers 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 newsConsumer 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...

This week in CX: you might be on hold to customer service for 800 years

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into Gen Z work engagement, what is causing high levels of ‘collaboration drag’, and the issues of a return-to-office mandate on employee retention.Key...

This week in CX: the retail industry is under threat from high fraud cases

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at new research into agent and customer experiences, and issues in retail for return policy abuse. Key newsNew research from Forsta reveals a strong positive...