Tag: Customer Experience

This week in CX: automation and ITSM trends for 2023

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the latest research reports in IT Service Management trends, influencer marketing, and first-party data. There’s also new comment about Google’s plans to introduce...

The CX Telecoms, Media, and Tech Exchange 2023

Join senior customer experience leaders from organisations such as Sky, Orange, TikTok, Vodafone, Three, TalkTalk, Virgin Media, O2, BT, Huawei and DAZN as they meet to discuss how to foster brand loyalty, improve digital experiences and predict expectations and needs at the CX...

This week in CX: is customer service in supermarkets still up to scratch?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the top 10 supermarkets in the UK and which ones are on top for their customer service efficiency. Also for supermarkets, they’re seeing...

How technology can drive personalisation and enhance the customer experience

Due to factors from the past few years, including the pandemic and increased digital transformation, customer expectations have heightened – and being able to offer omnichannel customer service has never been more important. Customers expect faster, more personalised communication, whether...

London will host The CX Summit focused on the BFSI industry

 The 2023 edition of CX NXT BFSI – the customer experience summit brings together CX leaders from leading banking, insurance and financial service enterprises in Europe. It is set to take place on 24 May 2023 at the Leonardo Royal...

This week in CX: which customer service sector is on top?; plus TikTok & HubSpot

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research into how social media is being used for brand sharing and exposure. When it comes to customer service, the fashion industry has...

This week in CX: the determination to fix customer frustrations is strong; plus Twilio & Disney

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research into how determined companies are for great CX even in our tumultuous times. There’s also research into how investments into customer...

This week in CX: what can AI solutions actually do for customer service?; plus Zebra Technologies & Tesco

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new AI implementations by Google and Freshworks, and what they mean for the customer moving forward. There’s also new research into the consumer...

Customer journey matrix frameworks – the best method for planning a successful CX

Customer journeys, no matter how closely we try to track them and orchestrate them, are different and unique in every case. One of the best ways to understand this closer is with a customer journey matrix framework. The frameworks support digital journey...

Boost your “Digital” CX by bridging the gap between AI and EQ

The modern era of technology and computerisation has made us neglect the human intellect and emotions. AI is evolving – and seemingly unchecked. Its supporters highlight promising advancements in customer service, data processing, and decision-making. On the other hand, detractors are...