Tag: Customer Experience

Navigating uncertainty: job cuts, pregnancy discrimination, and airline industry shifts

Thousands of women lose jobs due to pregnancy discrimination New research by Pregnant Then Screwed and Women In Data reveals that up to 74,000 women lose their jobs annually due to pregnancy or maternity leave, a rise from 54,000 a decade...

The great CX productivity debate: are we measuring success the wrong way?

Customer experience (CX) teams are obsessed with productivity metrics, but are we tracking the right things? Speed, efficiency and resolution rates dominate performance dashboards, shaping how success is defined. But here’s the real question: Does any of it improve the customer...

8×8 and SpinSci transform patient care with EHR-integrated communication

8×8 has joined forces with SpinSci Technologies to enhance patient care by seamlessly integrating the 8×8 Contact Center with top Electronic Health Record (EHR) systems, including EPIC, Oracle Cerner, AthenaHealth, and Meditech. This collaboration aims to enhance patient engagement, streamline...

BambooHR training programme combats Gen Z’s phonophobia

Everybody likes to complain about Generation Z in the workforce. They’ve been maligned for everything from being glued to social media, possessing zero work ethic, and flip-flopping between insane ambition and complete apathy in the space of 30 minutes.But with...

Warehouses face urgent need for automation to meet demand

The warehouse industry is undergoing a major transformation, with 63% of warehouse leaders planning to implement AI and augmented reality (AR) technologies within the next five years. According to a study by Zebra Technologies, 64% intend to increase their investments...

Buy now, pay later: a must-have for Millennials and Gen Z?

Buy Now Pay Later (BNPL) services have continued to grow, with a notable increase in adoption among younger consumers. According to the newly released J.D. Power report, the number of people using BNPL products rose sharply compared to the previous...

New Sports Direct members scheme to boost customer experience

Sports brands treat loyalty as one of their key differentiators, logically sports retailers should take the same approach. The UK’s Sports Direct stores, a part of Frasers Group, launched a new benefit-based programme, called “Sports Direct Membership.” It rewards customers...

This week in CX: why are Americans delaying life goals?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we are exploring the future of feel-good marketing, the impact of inflation on Americans delaying life goals, and why younger employees are experiencing heightened workplace stress.We’re...

Infobip and Bayobab join forces to simplify messaging across Africa

Infobip has signed a five-year strategic agreement with Bayobab, a leading African digital connectivity provider, to enhance messaging solutions and optimize SMS delivery across the continent. Through this collaboration, Bayobab will leverage Infobip’s Communication Platform as a Service (CPaaS) for...

AI spending soars, but only 21% of companies have fully integrated it

A new Qlik study highlights a major disconnect between AI investment and execution. While 94% of businesses are increasing spending on AI-related data readiness, just 21% have successfully embedded AI into their operations. The research shows a critical gap in...