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The Law of Congruent Experience: Unlocking Higher Customer Satisfaction Through Employee Happiness

In the complex tapestry of modern business, customer satisfaction stands as a beacon of success and sustainability. It’s the pulse that measures how effectively a company meets the needs and expectations of its clientele. 84% of companies that embark on...

How brands can create deeper customer connections in a cookie-less world

The disappearance of third-party cookies will cause a reckoning for the marketing industry. Losing out on third-party data stands to leave brands in the dark about behavioural and demographic insights that currently help them create target audiences and segments.Businesses will no longer be able to...

This week in CX: do HR leaders actually know what their Gen Z employees want?  

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at a disconnect for Gen Z’s employee benefit needs, and HR professionals wishes to take on AI solutions to help with burnout. Key newsZoom Workplace is...

Traditional purchase journeys are dying. The future lies in the in-stream checkout

As we head towards the second quarter of 2024, retailers can be forgiven for feeling nervous. Strong retail sales volumes in January 2024 were an encouraging sign, but look to be going against the grain with the UK currently in recession. Once again, retailers...

Employee experience design as a lens and valuable tool

It feels like everyone is bought into the idea of employee experience. It’s a hot topic in most HR circles. It’s become a profession in its own right. But how many companies are truly embracing it? What if it wasn’t an all or nothing?Just imagine a workplace where everything is carefully designed around your...

This week in CX: Half of UK adults are using AI chatbots for customer service  

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at what is currently causing chaos for online merchants, recent CS usage of AI chatbots, and further consumer usage of generative AI. Key newsAt Enterprise...

How to get the most out of Voice of the Customer platforms

In Customer Experience Management, the Voice of the Customer (VoC) stands out as a popular and powerful tool. It is easy to start and as we build our skills, it takes us on a transformative journey as we progress from fixing...

What do consumers really think about AI in retail?

Not long ago, Artificial intelligence (AI) was something you only saw in sci-fi movies. Now, however, it is an everyday tool that people use to process data, create content, distribute information quickly and process data, and it’s here to stay.   Yes,...

This week in CX: only 46% of employees feel their career development is supported

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at Gartner’s latest research into employee career development satisfaction and digital workplace tools. There’s also the latest research on eCommerce trends. Key newsZoom announced the...

The evolution of technology through a businesswoman’s lens: Interview with Medallia’s Simonetta Turek

In honour of Women’s History Month, and our campaign to raise the volume on women’s voices in business, Customer Experience Magazine is honoured to host an interview with Simonetta Turek. She is the Chief Product Officer at Medallia, and has...