Archives

This week in CX: environmental-consciousness in shopping is on the rise

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at data issues with CMS, environmental awareness in shopping, and Gartner’s top priorities for CS and support leaders. Key news UK consumer card spending edged up...

UK Customer Experience Awards™ 2024 – Open for Entries 

As we celebrate love in all its forms, we are proud to announce the start of Awards International’s premium programme, the UK Customer Experience Awards™ 2024.  For the 15th consecutive year, UKCXA™ aims to recognise and celebrate passion and commitment of the UK CX professionals...

Doing it deskless: the rise of gig CX, freelancers, and hybrid settings

The term ‘workspace’ has undergone several generational shifts as people are beginning to adapt to different work environments. Last year, it was recorded that more than half of employees have flexible working arrangements in their current role. The change from a permanent office set up to...

A guide to leveraging product intelligence to improve customer experience

Understanding how customers use and feel about the products they buy can ultimately allow companies to make more informed decisions about specific products – whether that’s improving existing products or introducing new ones. But uncovering this intelligence is hard. Technologies like artificial...

Transform call centre performance with these 6 real-time use cases 

The real-time revolution is here. And Contact Centre as a Service (CCaaS) is poised to take advantage to provide immense value for contact centres. Gone are the days of waiting for end-of-day analysis to improve customer experiences, for missing conversation triggers to transfer customers over to a manager, or routing...

What does the rise in CCOs and data backed customer-centricity mean for retail?

Since 2020, 18 major retailers have added Chief Customer Officers (CCOs) to their executive leadership teams. It’s a trend worth unpacking. After all, customer-centricity isn’t new to retail. Why is it suddenly getting a seat at the executive table? The answer...

This week in CX:  in this digital age, humans still reign supreme

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into the desire for human connection in customer service, how in-store devices affect retail CX, and why the banking sector is most...

How is Zoom navigating the future of customer engagement? Interview with Zoom’s Head of Contact Centre

In the fast-evolving landscape of Contact Centre as a Service  (CCaaS), one name stands out as a driving force in revolutionising customer experiences – Zoom.  Today, we are privileged to talk with Ben Neo, the Head of Zoom Contact Centre and CX...

This week in CX: UK adults would rather deal with vermin than customer service

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research from Qualtrics and RingCentral on customer service’s effects on the customer themselves, and frontline workers. UK marketers fear AI will create biased...

The impact of the cost of living crisis on environmentally conscious choices in 2024

This piece was co-authored by Agop Ashjian, CEO of Shipup, and Edward Drax, CEO of Yocuda. The environmental crisis is a growing issue for both retailers and customers. A report by Recycling Lives found that 81% of people prefer to buy from retailers with an eco-conscious...