Tag: Customer Experience

Future customer success: breaking down silos and redefining metrics

Customer success has moved far beyond simply providing support. It’s now a pivotal function that can make or break a business. However, with this rise in importance comes a surge in complexity, and many CX professionals are grappling with outdated...

48% of consumers find AI chatbots helpful, but are businesses ready to deliver?

A recent study from Forethought revealed that 48% of consumers find AI chatbots helpful in customer service—a shift highlighting the growing acceptance of AI-powered support. Yet, while 70% of CX leaders report utilising AI tools in their workflows, only 17%...

Bruce Temkin: The agent of change

Bruce Temkin left his position as the global head of Qualtrics XM Institute in February of this year. While he puts the finishing touches to his fresh initiative, Humanity@Scale, CXM caught up with one of the founding fathers of the...

Vulnerability drives business change

Vulnerable customers have become unlikely harbingers of change in the financial services world. Consumer Duty regulations first introduced in 2022 by the Financial Conduct Authority (FCA), have evolved in the last two years, and from July ‘24 now apply to...

CX at a crossroads: (or has it run out of road)

When The Wall Street Journal declared ‘Customer experience gets worse. Again’, in June of this year, it sparked soul-searching and head scratching in equal measure. With all the money spent, and all the work done, how and why are so...

Salesforce’s Agentforce: a new AI era for customer and employee experiences

Salesforce has announced Agentforce, the latest AI-driven feature that brings a more proactive and autonomous approach to customer experience (CX) and employee experience (EX). Aimed at maximising operational efficiency and enhancing interactions, Agentforce helps businesses deploy AI agents that can...

70% of US consumers make annual luxury purchases, driven by price and quality

According to recent research from LoopMe, 70% of US consumers purchase at least one luxury good or apparel each year. A significant one-third of these shoppers spend $1,000 or more on luxury items. Many shoppers see luxury shopping as a tactile...

81% of shoppers to cut spending while marketers hold high expectations

A recent study from Rakuten highlights a divide between retailers’ expectations and the reality of consumer holiday shopping plans in 2024. According to the survey, 81% of shoppers have no intention of increasing their holiday spending this year, showing a...

InMoment boosts customer feedback collection with AI Active Listening

InMoment has introduced AI-powered Active Listening Agents, an upgrade to its Active Listening tool that uses contextually aware generative AI (GenAI) to prompt customers with thoughtful follow-up questions, encouraging richer and more detailed responses. By employing securely hosted LLMs to...

Freshworks unveils new tool for enhanced CX and EX

Freshworks has announced Freddy AI Agent, an autonomous service tool designed to elevate customer (CX) and employee experiences (EX). Freddy AI Agent is engineered for fast, seamless deployment, enabling businesses to install the agent in minutes without extensive coding or...