35.7 million Brits don’t feel supported through the cost-of-living crisis

35.7 million British adults believe gas and energy firms aren’t fully supporting them through the cost-of-living crisis. This research reveals that only 14% of adults believe utilities provide a personal service which helps customers feel recognised. Further, only 20% of Brits...

Gartner research: conversational AI will reduce agent labour costs by 2023

According to Gartner, by 2026, conversational artificial intelligence (AI) deployments within contact centres will reduce agent labour costs by $80 billion. Worldwide end-user spending on conversational AI solutions within contact centres is forecast to reach $1.99 billion in 2022.  “Many organisations...

What impactful self-service really looks like

According to Liferay, 85% of all customer service interactions will begin on self-service by 2022. In a world where busy customers are looking for faster resolutions, available anytime and from anywhere, digital self-service is a growing priority for every contact...

Starting your journey of CX digital transformation

When was the first time you heard the phrase ‘digital transformation? The idea of building your business model around digital is nothing new. But as consumer expectations, commercial realities, and the competitive landscape continue to change, few could ever say...

This week in CX: Pendo, Chattermill, and Gartner

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at customer loyalty to ridesharing services, the focus of digital strategies, Pendo’s inefficiency report, and AI in the hardware industry.  Key news Gartner predicts conversational AI will...

Making empathy core to customer experience

Technology is now deeply woven into how customer experience (CX) is delivered. So it would be fair to assume that the human touch is missing. 59% of consumers feel companies have lost touch with the human element of CX. They...

Save your seat for the Forward conference: discover the future of CX this September

Are you a forward CX thinker? Curious about the future of AI and the latest technologies? You will love the upcoming event hosted by Forethought on September 8th.   Forethought are bringing the CX community together to share their insights and connect...

This week in CX: Five9, Qualtrics, and Zoom

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at cloud call centres’ ROI increase; new research into post-pandemic company culture; how Zoom has upgraded your remote working experience; and e-commerce personalisation tactics.  Key news To...

This week in CX: Twilio, M-Cube, and Unilever

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at the retail industry’s comeback, new research into the issues of PSD2 regulations, how the cost-of-living crisis is threatening hospitality and the WFH model, and...

Why are companies struggling to stay relevant to their customers?

88% of executives believe that employees and customers needs are changing faster than businesses can respond to them. It is leading to a crisis of relevance, according to a new report from Accenture*.    “External factors – from economic to cultural, environmental and...

How to persuade others about the ROI of your CX programme

Proving the return on investment (ROI) of customer experience (CX) initiatives can be difficult. Even alongside the fiddly, specific mathematics and logistical elements, it can be challenging to measure and prove. Especially as it could take months, or even years,...

This week in CX: Forrester, WhatsApp, and Disney

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Forrester’s new employment forecast, Britain’s run-up to Christmas spending, how LEGO have celebrated its 90th birthday, and new WhatsApp updates.  Key news Disney+ has now surpassed...