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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...

This week in CX: are Gen Z impressed by small businesses?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we celebrated Micro, small and Medium sized enterprises day  on Tuesday. So, we’re today looking at new research about small businesses with AI and Gen Z. There’s also news...

Beyond human-centred design: CX for a troubled planet

The term Customer Experience was coined in 1994 by Lewis Carbone. Since then, it has grown from relative obscurity to a fully fledged discipline. It is now taught at postgraduate level in universities, with recognised professional certifications and global governing bodies. However the rising awareness...

Relying on online tools and AI assistants alone won’t retain your customers. What will?

With consumer confidence constantly in flux – falling from a record low in January to its highest level in almost a year in February – the experiences that brands deliver today become increasingly important in winning over customers and their share...

The new era of customer centricity in a disruptive market

Some of the global changes in recent years have disrupted and forced businesses to pivot and adapt to continue to trade. Whereas, others have increased the opportunity for companies to meet customer needs better. But are businesses more or less customer centric...

Digital transformation takes flight as millennials jet to the sky

The pandemic brought unprecedented challenges to the travel industry, forcing airlines to navigate through a period of uncertainty and adapt to rapidly changing circumstances. Thus, digital transformation emerged as a vital lifeline, providing innovative solutions to tackle these new challenges. Accordingly, 69 per-cent of travellers who contacted the...

This week in CX: customer complaints with UK local councils

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at Twilio’s latest research about the value of demographics, the increase in UK citizens complaints to councils and how they are being handled, and the...

How generative AI will revolutionise the marketing landscape

Unless you’ve been living under a rock, I won’t be the first to tell you that generative AI has arrived, and it has big potential for marketers.However, whilst AI has been a feature in business meetings, analysts’ discussions and industry debates for a while now – and...

Harnessing artificial intelligence to elevate immersive customer experiences

Everyday we are bombarded with countless different distractions. Be it a ping on our phones or smart watches, an email notification on our laptops or an eye-catching advert on a digital billboard – there are endless diversions that pull us...