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3 AI-powered changes we will see in call centres in 2024 

While artificial Intelligence (AI) technologies have been steadily evolving since the 1960s, latterly including image recognition and natural language processing (NLP), 2023 will be remembered as the year that generative AI (gen AI) burst onto the scene. In fact ‘Artificial Intelligence’ and ‘hallucinate’ have both entered common parlance after being named ‘words of the year’ for 2023 by Collins and Cambridge...

This week in CX:  the UK is set to become a “burnt-out nation”

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the latest UK burnout report, and what difference receipts can have on your customer service. Key news CXMStars, Customer Experience Magazine’s annual competition, is now open...

Voting open! Decide your top 50 CXMStars™ of 2024 today🌟

This year’s initiatives have been excellent. All entrants have done an incredible job. It was not easy to shortlist all the nominees to our finalists. But we’ve done it! The lists of the top 25 CXMStars for each category have been...

Could 2024 be defined by the thrilling convergence of employee and customer experiences?

In the fast-paced world of business, the start of a new calendar year presents a great opportunity to look in the rear-view mirror and then shift into higher gear. 2023 was characterised by shifting economic landscapes, tightening regulations, fast-changing consumer preferences and pressure to...

What does 2024 hold for customer service? 

From instability to a cost-of-living crisis, customer service in 2023 has had a lot to overcome. As we start 2024, there is scope to hope that this could be the year for positive change for customer service. Going forward, more businesses will be focused...

This week in CX:  this is the year of industry transformation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the first piece of news from our partnership with CXFO, featuring key CX insights from their latest CX Utilities report. Zendesk and Twilio have...

Top 3 unexpected CX predictions for 2024

As businesses set their sights on the new year, insurance providers must focus on elevating CX. Particularly when selling directly online. Prioritising customer needs is one of the best ways to achieve positive results, in terms of short-term financials and...

CX and Hospitality: what can we expect to see in 2024?

Navigating the hospitality industry presents a thrilling yet challenging prospect due to its unpredictable nature from one season to the next. Mastering the ability to adjust to the dynamic forces shaping both local and global markets, along with the ever-evolving...

Five 2024 AI trends for the contact centre and beyond

Artificial intelligence (AI) for the contact centre, customer experience (CX) and other business applications continues to evolve rapidly. When used effectively, AI has the power to redefine the way businesses interact with their customers and manage internal processes. From balancing the scales...

This week in CX: do consumers stay loyal to retailers that offer free returns?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we delve into the latest findings that drive retailers forward, exploring predictions about generative AI that could impact us all. Key news HubSpot and TikTok are joining forces...