Archives

Prioritising CX in the travel and leisure industry

As interactions within the travel and leisure industry become increasingly digital, expectations of smart and sophisticated experiences rise higher. Today’s consumers demand personalisation, effortless self-service and immediacy. Their changing behaviours are impacting the customer journey. Travel and leisure brands must adjust their...

This week in CX: what’s the current source of stress for UK employees?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at new research from Gartner on customer service transition sentiments, how female employees feel about their financial situation, and what’s been happening with Amazon...

Four signs your customer is a quiet critic, and how to give them a voice

Last year a new trend emerged in the workplace: quiet quitting. Dissatisfied employees, unhappy in their roles, stopped communicating with their employers and kept their complaints and feedback to themselves. Instead of raising their concerns, these disenfranchised employees are now doing the...

How to continue the fight for Net Zero in the age of crisis and vulnerability

We’re facing tumultuous times as of late. Global warming and the increasing necessity for a new sustainable life are pressing issues to tackle head on, and fast. But at the same time, we’re seeing the general population plunged into vulnerable...

Which changes need to be enacted to protect the wellbeing of call centre agents?

Call centres are at the heart of many large organisations. But its employees are under an increasing level of pressure to meet the rising demands of customers. How can customer service agents ensure they are looking after their mental health? What...

How to see substantial and impactful growth without neglecting your employee’s wellbeing

Facilitating growth is a key priority for UK digital agencies – strategic and creative agencies focused on user experience, mobile, social, data gathering and analytics. And it will continue to be so as the ongoing macroeconomic climate proves difficult for scale-ups. For...

This week in CX: let’s get digital

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at digital customer experiences. Are these experiences truly personal? And what are the current consumer trends when it comes to brands creating videos? We’ve also...

How is the rising cost of living impacting customer contact demand?

Almost one in every two people (48%) report declining confidence in their ability to pay their bills and make ends meet, and more than 53% say they have had to delay a bill payment in the past 12 months. The rise in vulnerability,...

We are all CX – the mantra that made Univar Solution a trustful company      

As the main media partner for Awards International, Customer Experience Magazine get exclusive access to the winning companies all around the world. We interviewed Sam Wegman, VP of Customer Experience at Univar Solutions. We discussed her career path and how her...

CX without traditional surveys: how is AI changing the way we collect and analyse feedback?

Over the last few years, we have seen major advancements in obtaining customer feedback, and technology. Surveys are dying out, and artificially intelligent robots are communicating with us at the speed of light. Let’s put them together – how is the...