Category: This Week in CX

This week in CX: UK customers don’t even realise they are vulnerable

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at Gartner’s customer service and support predictions, and NICE’s new report investigating customer vulnerability. Key newsManchester City Football Club has extended its partnership with Qualtrics...

This week in CX: environmental-consciousness in shopping is on the rise

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at data issues with CMS, environmental awareness in shopping, and Gartner’s top priorities for CS and support leaders.Key newsUK consumer card spending edged up...

This week in CX:  in this digital age, humans still reign supreme

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into the desire for human connection in customer service, how in-store devices affect retail CX, and why the banking sector is most...

This week in CX: UK adults would rather deal with vermin than customer service

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at new research from Qualtrics and RingCentral on customer service’s effects on the customer themselves, and frontline workers. UK marketers fear AI will create biased...

This week in CX:  the UK is set to become a “burnt-out nation”

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the latest UK burnout report, and what difference receipts can have on your customer service.Key newsCXMStars, Customer Experience Magazine’s annual competition, is now open...

This week in CX:  this is the year of industry transformation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the first piece of news from our partnership with CXFO, featuring key CX insights from their latest CX Utilities report. Zendesk and Twilio have...

This week in CX: do consumers stay loyal to retailers that offer free returns?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we delve into the latest findings that drive retailers forward, exploring predictions about generative AI that could impact us all.Key newsHubSpot and TikTok are joining forces...

This week in CX: is customer service truly accessible?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the evolving roles of AI in marketing, and demands for more accessible customer service.Key newsA survey conducted by YouGov found that 32% of Brits...

This week in CX: in 2024, the priority is on real experiences

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at some of the top predictions in AI, retail, and consumer priorities for 2024. What are the early stances saying? Now is the time...

This week in CX: does high customer engagement equal long-term loyalty?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the results of last weekend’s Black Friday sales and what they mean for customer loyalty, the significance of business experimentation, and updates to...