Category: This Week in CX

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 news New research from Forsta reveals a strong positive...

This week in CX: 49% of Brits consider brand interactions to be a tiresome chore

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at consumer time spent on brand admin, and new insights on consumers’ perceptions of personalisation. Key news Gartner, Inc. identified the top data and analytics (D&A) trends...

This week in CX:  67% of UK consumers are no longer loyal to their favourite brands

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the UK brand loyalty crisis, the AI job takeover, research into nuisance communications, and how we can revolutionise the way we interact with...

This week in CX: Customer service quality is falling, and consumers don’t want automation to help

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at UK consumers turning their backs on automation for customer service, steps taken towards responsible AI, and research on the level of service offered to...

This week in CX: which employees are the most stressed?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at AI’s improvement on retail experiences, the most stressful professions in the UK, consumers seeking more than just brand rewards, and the significance of...

This week in CX: do HR leaders actually know what their Gen Z employees want?  

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at a disconnect for Gen Z’s employee benefit needs, and HR professionals wishes to take on AI solutions to help with burnout.  Key news Zoom Workplace is...

This week in CX: Half of UK adults are using AI chatbots for customer service  

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at what is currently causing chaos for online merchants, recent CS usage of AI chatbots, and further consumer usage of generative AI.  Key news At Enterprise...

This week in CX: only 46% of employees feel their career development is supported

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Gartner’s latest research into employee career development satisfaction and digital workplace tools. There’s also the latest research on eCommerce trends.  Key news Zoom announced the...

This week in CX: the cost of bad customer service

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the cost of bad customer service, marketers missing out on personalisation techniques, demands for sustainable shopping, and B2B buying habits.  Key news Job vacancies in...