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This week in CX: using Retail Media to shape the industry

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how AI could re-shape online shopping, the rise of Retail Media, and the proved benefits of investing in customer feedback within dealerships.  Key news Shipup announced...

What is your onboarding process saying about your employee experience? 

The employee experience begins at the first point of contact. A good onboarding process can be defined through the 3 top things CX leaders are looking for: timely feedback, simple process, and time invested in preparation of interviews and the onboarding programme. If done right, employee onboarding brings unforeseen...

Türkiye Customer Experience Awards 2023 winners announcement!

The latest edition of the Türkiye Customer Experience Awards, organised by Awards International, announced this year’s programme winners. This year’s edition of Türkiye CXA brought together leading businesses from across Türkiye to share the most remarkable achievements in customer experience....

Focusing on employees’ experience will help telecoms better serve their customers 

Being able to provide the same service to all in the face of rapid technological development is the major challenges that telecoms providers are currently facing up to – and the best way to help their customers is to prepare their employees. Capita have recognised that differing key industries take on different approaches to their consumers. And...

Winning back customer trust with conversational AI

We’ve all experienced the exasperation of navigating automated phone systems, desperately pleading to speak to a human representative to address our issues. It’s a common frustration and one that reveals a pivotal challenge in the realm of customer support.  Despite the...

Gamification Europe and CXM Announce Media Partnership for 2023 conference

Gamification Europe, the leading conference for gamification and engagement professionals, and CXM (Customer Experience Magazine), the premier online publication for customer experience news and insights, are delighted to announce a media partnership for the upcoming Gamification Europe 2023 (GEU2023) conference.  More...

This week in CX: generative AI use is already up 50%

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at consumer spending plans this holiday season, the divide on who’s using AI, and cases of counterfeit ChatGPT. Key news McKinsey and Salesforce has announced a new collaboration to accelerate...

People are your business: the new age of employee experience

In June 2023, I attended Qualtrics’ X4 event in London. It was an exciting day of product demos, panel discussions, keynote speeches, and even ended on an entertainment slot by Irish comedian Dara O’Briain! In amongst the busy day, I interviewed...

Top tips to implement effective customer loyalty programmes during economic turmoil

Despite falling inflation rates, the UK is still navigating a cost-of-living crisis. Among the ramifications, this crisis has caused shifts in consumer behaviour and purchasing decisions. A recent Capterra survey highlights that 81% of respondents are anxious about increasing prices. As customers reassess their spending...

This week in CX: This fall, the generative AI will transform the way we do meetings

Happy Friday! Here’s the latest roundup of industry news from this week in CX. This week, we’re looking at a new generative AI assistant by Zoom, a new partnership between Genesys and Salesforce. We also look into the new Digital Markets Act...