Author: CXM Editorial

The 2023 edition of ECXA™ is now open for entries

Awards International announces the start of the European Customer Experience Awards ’23, a premium awards programme celebrating top results and achievements of the CX community in Europe.As of September 5, the second edition of ECXA™ is officially accepting entries. Companies of all...

Most important features of a sustainable city

An increasing number of people are living in cities, but the problem we face is that cities are not sustainable in their current form. As more and more people converge on a small area, it becomes challenging to meet their...

The next great disruption in customer experience – the opportunity to surge ahead

Every year, consumers become more impatient and more likely to switch brands for better experiences. To win and keep them, you have to go above and beyond. With the advances in AI and cloud technologies, companies today have tremendous opportunities...

The 3 biggest benefits of contact centre AI

From smarter forecasting to call routing and IVR, artificial intelligence is increasingly embedded in how contact centres work. It’s no longer the preserve of big brands – with big budgets – but a mature, ready-to-use technology from which every contact...

This week in CX: Zendesk, Twilio, and Zoho

We’re bringing you the latest roundup of industry news. Last week, featured new Zendesk research, British consumer purchase reconsiderations, CMO data into customer behaviours, and Zoho’s growth in the UK. Key newsTwilio have launched new research exploring the way the cost-of-living crisis...

CX & Loyalty Summit MENA 2022: driving revenue through CX transformation

The CX & Loyalty Summit MENA 2022 will bring together senior industry executives from various sectors and industries. The summit will discuss CX, EX, Loyalty, Customer Service, Digital Trends, and much more. The Summit will explore cutting-edge technology, including digital...

UK EXA online conference: the future of employment

Award winners from UK EXA™ 22 will deliver presentations on their successful initiatives, followed by a panel discussion with esteemed judges from UK EXA™. The Future of Employment will take place LIVE online on September 14th, 2pm GMT. In preparation...

Quiet quitting: goodbye to the hustle workplace mentality

Quiet quitting is not a new phenomenon, nor does it come as a surprise. Anyone I talked to in the past two years experienced burnout, anxiety, or emotionally charged moments related to their job. Going above and beyond for the...

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...