Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’re looking at what customers want, personalisation strategies, and what machine customers represent for the future of CX.
Key news
- Zoom launched the new Workflow Automation in beta, allowing users to increase efficiency and reduce time spent on routine tasks. Workflow Automation helps users build complex workflows across Zoom Workplace and third-party applications so they can spend time on more meaningful work and collaborate more seamlessly with colleagues. It automates workflows within Zoom Team Chat, Zoom’s AI-powered chat solution, with more product capabilities coming soon.
- In a 15-month trial of a reduced work week among 450 employees at South Cambridgeshire district council found that fewer workers quit and applications for planning permissions and social welfare benefits were assessed more quickly. While planning decisions were made sooner, council houses were let in 30 days, as opposed to 28 days. During the trial, council employees completed five days’ worth of work in four, at the same pay rate as a full Monday-Friday week. Scores for employee physical and mental health improved, along with those for motivation and commitment.
- While some people enjoy planning their holidays, others will happily outsource as much of the process as possible. A growing number of travellers are leaning on artificial intelligence (AI) tools for their holiday planning. Holiday makers can ask large language models such as OpenAI’s ChatGPT and Anthropic’s Claude for suggestions on where to go and what to do when they get there. In addition to generating itineraries, AI can also be used to translate menus or find flights. It’s worth noting that AI systems are prone to making things up (or hallucinating), so double check any information generated by an AI.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest research in personalisation strategies, customer’s dismal of AI in customer service, and more.