Tag: Customer Experience

The importance of communication in the experience economy

A gifting trend has arisen in the early 21st century: experiences in lieu of physical presents. In “the experience economy,” the new generation of consumers with disposable income focuses on experiences over materials, memories over tangibility. This consumer may still be wooed...

Creating and measuring impact in CX: the four key indicators

CX requires collective and collaborative effort. But unless you understand all the internal and external drivers influencing CX, it will be much harder to create a company culture that places CX at the heart of everything.  Fortunately, everyone nominated in the...

What can performance metrics reveal about customer standards?

Measurable data, we know, is crucial. In particular, tracking performance metrics is a great way to access valuable information into your business. And many factors play into organisational performance too.  To help us understand, Zendesk have released a new whitepaper into...

This week in CX: KIA’s transformation, the shopping experience, and 2023 banking

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the shopping experience, KIA’s new CX journey, European retailers’ prep, new banking predictions for 2023, and a report on product-led business growth. Key news Chattermill have...

This week in CX: the 4 day week results; plus news from Vodafone & Zendesk

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the results of the 4 day work week trial programme, Vodafone’s innovative new lab, Gen Z and social media’s impact on hospitality, and...

Could this year’s be the busiest Black Friday ever?

The cost of living crisis is hitting the UK hard. 77% of the population have reported that they are worried about rising costs. With Black Friday on the horizon, retailers have already spent weeks calculating the best deals they can offer....

This week in CX: Black Friday weekend predictions, Mindshare & Meta

Happy Black Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at statistics of where consumers will spend their paycheck this Black Friday weekend, the ‘Finding Good’ report, and Meta’s new 3D advertisement. We also have the...

This week in CX: retail in focus; Zoom & Optimizely

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at retail reports ahead of the shopping season and which fashion retailers provide the best CX. Zoom have also launched their first Contact...

Which social media marketing trends will shape CX in 2023?

2022 saw many changes in social trends and CX. From TikTok taking over, to the Metaverse finally taking off. Social media marketing already looks very different to what it did just a few short years ago. 2023 looks set to have...

This week in CX: Meta, Emplifi, and Genesys

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at the new Metaverse Experience showcase, social media trends report and financial product and service onboarding pain points. We also have the latest business updates from...