Tag: Customer Experience

Most executives are unprepared to build strong personalisation strategies 

The majority of executives are ill-equipped to track about consumers’ preferences and behaviour online following Google’s plans to eliminate third-party cookies.  Research from Optimizely, which surveyed marketing, e-commerce and IT executives across six global markets found that a massive 97% were...

Customers don’t want AI in customer service, report claims

Gartner research indicates that customers don’t like artificial intelligence, and would prefer companies didn’t use it at all. According to the analyst firm, 64% of customers prefer firms not to use AI in their customer service. The report also claimed 53% of customers would consider...

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...

Rise of machine customers poses new CX headaches

Ever heard of a machine customer? Other than thinking about the Terminator movies, or possibly Westworld, not many people have. James Dodkins, CX evangelist and self-appointed ‘chief content officer’ at Pegasystems, believes that is all about to change. According to Dodkins,...

Forrester’s list of emerging technologies reveals the best ROI solutions

Brian Hopkins, Forrester VP, emerging tech portfolio. Generative AI for visual content and language has topped Forrester’s list of emerging technology. The analyst firm says Gen AI, alongside Turing Bots, and IoT security are the leading emerging technologies that will offer return...

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...

The Odyssey of Customer Feedback: How to Master Surveys for Better Insights

Voice of Customer is a topic many companies discuss, and customer surveys are an intriguing aspect of the customer experience odyssey. Like sailors navigating unknown seas, companies often struggle with surveys—some overuse them, others never bother, and many do it...

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 news Researchers 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,...

The £9 Billion Blind Spot: How CRM Falls Short in Complaints Management

In the realm of customer service, CRM software reigns supreme. It’s the central nervous system for coordinating customer interactions and delivering personalised, contextualised services. But for all its strengths, CRM technology isn’t a catch-all for managing customer relationships. When it comes to complaints, your CRM...