Tag: Customer service

Holiday chaos: what’s next for the travel industry?

We’ve heard the term “travel chaos” since the pandemic started. Yet, two years later, many customers are still experiencing huge disruptions to their travel itineraries and holidays. Staff shortages in airports and train stations are causing chaos across the country.   With...

Gig customer experience: top 10 takeaways from the 2022 report

McKinsey recently called gig customer experience (GigCX) an “on-demand revolution in customer-experience operations.” This was a breakthrough moment for the GigCX world, and relayed how it continues to make steady inroads into the mainstream of CX operations.  This was certainly apparent...

Elon Musk’s Twitter-Takeover: altering community management

“Free speech absolutist” and Twitter shareholder, Elon Musk, is on the verge of acquiring the social media behemoth. Already, he seems set to make several changes to what some might describe as the original digital community (not forgetting Reddit). For both...

British consumers demand greater government protection against fake reviews 

On Tuesday, the new Consumer Protection Bill is expected to lay out proposals making it illegal to pay someone to write or host fake reviews online. The latest research reveals that British consumers want regulations that offer total protection from...

Customer Success Operations: the hottest career in the customer service space

In today’s economy, where nearly every company is either “born in the cloud” or transforming into a SaaS-based, recurring revenue business model, almost all have realized that they can’t accelerate growth without investing in Customer Success (CS). Usually, that means...

Gartner predicts by 2025, 60% of customers will seek service information from third-party sources 

According to Gartner, by 2025, 60% of customers will seek service from third-party sources of information not owned by the company. Currently, younger customers already use third-party information sources more frequently than older consumers, suggesting that this trend will increase...

Interview with Adrian Swinscoe: why make CX more punk?

“Punk is not a method, not a framework, not a toolkit. It is just an invite to do things differently because our customers and our people are waiting.” This week on CX Lore, we are joined by Adrian Swinscoe, an experimental...

State of UX survey 2022: approach to UX measurement is lacking, despite link to revenue and business outcomes

UserZoom’s State of UX Survey 2022 is its fourth annual survey, which takes the temperature of the UX industry to see the trends, challenges, and opportunities ahead. This year 693 UX professionals from 40 countries were asked about the state of UX...

The evolution of data: will AI voice recognition shape how we serve our customers? 

Data as we know it is evolving. Previously limited to numerical and text form, data is now increasingly presented to businesses in the form of audio and video, especially with the accelerated use of telephone and video-call communication between businesses...

Wisdom’s digital customer experience series – Saudi Arabia edition coming in May

CXM, media partner of Wisdom, is happy to report that Wisdom announced the Saudi Arabia edition of its much-applauded Digital Customer Experience Series which will focus on evolving market dynamics in the Middle Eastern region.  The Digital Customer Experience Series –...