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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...

Managing vulnerable customers with a humanised digital CX approach

Mounting inflation and economic challenges in the wake of the pandemic have meant that an increasing number of customers are experiencing financial vulnerability. The onus is now on companies to help their customers ride out these difficult times with a...

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...

How no-code technology is transforming healthcare for elderly patients

The worldwide population is aging. The demographic shift is putting pressure on the already overburdened healthcare systems, which are struggling to keep up with demand. To ease this pressure, no-code technology can assist, and will become increasingly essential in the...

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 newsGartner predicts conversational AI will...

Online research platforms: a guide to generating customer feedback

Online research platforms are exactly as they state on the tin. If you want to find out how your customers, or even employees, are feeling, it’s time to bring this in. These platforms are crucial for gathering essential information and...

3 technological processes to help small businesses compete with larger enterprises

Small businesses account for 99.9% of all businesses in the United States. However, less than half have stayed in business for more than five years. In a competitive market, brands must use every tool at their disposal to stand out...