Tag: Customer Experience

This week in CX: Gen Z and young workers are shifting everything about work

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Emplifi’s Social Media Benchmarking Report, the latest research from Cavell on contact centre automation, and how mental health is taking a toll on...

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 news Manchester City Football Club has extended its partnership with Qualtrics...

From Valentine’s to Christmas: how can marketers make a success of every year-round shopping season?

The major winter holiday shopping event season (also known as the Golden Quarter) is now done for another year. Marketers may be forgiven for needing a breather. Starting from Black Friday through to the Boxing Day sales, the numerous shopping events...

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 news UK consumer card spending edged up...

A guide to leveraging product intelligence to improve customer experience

Understanding how customers use and feel about the products they buy can ultimately allow companies to make more informed decisions about specific products – whether that’s improving existing products or introducing new ones. But uncovering this intelligence is hard. Technologies like artificial...

Transform call centre performance with these 6 real-time use cases 

The real-time revolution is here. And Contact Centre as a Service (CCaaS) is poised to take advantage to provide immense value for contact centres. Gone are the days of waiting for end-of-day analysis to improve customer experiences, for missing conversation triggers to transfer customers over to a manager, or routing...

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...

The impact of the cost of living crisis on environmentally conscious choices in 2024

This piece was co-authored by Agop Ashjian, CEO of Shipup, and Edward Drax, CEO of Yocuda. The environmental crisis is a growing issue for both retailers and customers. A report by Recycling Lives found that 81% of people prefer to buy from retailers with an eco-conscious...

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 news CXMStars, Customer Experience Magazine’s annual competition, is now open...