Archives

How aligning with clients’ finance strategy elevates CX

Customer experience (CX) is about prioritising customers: handling their journeys, understanding their needs and delivering value. It goes beyond finance and transactions, focusing on creating meaningful experiences that guarantee customer satisfaction and loyalty. According to McKinsey, companies focused on improving CX...

Top 5 niche skill requirements in a CX or support role

In the world of creative or knowledge-based job descriptions, there can be the odd demand that stands out or seems overly niche. But when it comes to customer experience or support, things can take a turn for the unusual and...

Yext helps brands dominate the AI search revolution

Yext has introduced Yext Scout, an AI-powered search and competitive intelligence tool designed to give brands the insights they need to navigate this changing landscape. With real-time visibility across traditional and AI search platforms, brands can track their presence, benchmark...

Listen, learn, be inspired: Three women leading the way in business

This International Women’s Day, we’re celebrating women in business by revisiting three insightful podcast episodes featuring female leaders who are driving change in their industries. Sally Allington, CEO and founder of Ethos Farm, built a £34 million consultancy giant from...

Cedar leverages Twilio to enhance patient billing and streamline payments

Cedar has partnered with Twilio to streamline the patient billing experience and reduce the burden on healthcare providers. Integrating Twilio’s advanced communication solutions allows Cedar to have seamless, accessible, and efficient financial interactions. This partnership helps patients navigate medical bills...

It’s time to reconsider common beliefs about imposter syndrome

Imposter syndrome has long been portrayed as a phenomenon predominantly affecting women, but new insights are challenging that narrative. A recent survey from Right Management reveals that 55% of Gen-Z employees are wrestling with the feeling that they don’t deserve...

Conversational marketing in 2025: the rise of RCS, AI, and WhatsApp

The way businesses communicate with customers is evolving at an unprecedented pace. A new Messaging Trends Report from Infobip highlights a significant shift in messaging strategies, driven by the rapid adoption of Rich Communication Services (RCS) and AI-powered automation. After analysing...

Businesses struggle to find their way in the AI buzz, reveals Sabio

As the excitement surrounding artificial intelligence in customer experience shows no signs of slowing down, many businesses are still grappling with the practicalities of implementing these technologies. This reality was revealed during Sabio Group’s AI Community Day, held on March...

Shoppers are now letting AI do the browsing

More than 60% of consumers now turn to ChatGPT, Gemini, and other AI tools for online shopping, according to new research from Bloomreach. The study of over 1,000 U.S. consumers reveals that AI is not just assisting shoppers—it’s fundamentally changing...

This week in CX: is Gen Z’s phonophobia a myth?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re exploring topics such as BambooHR’s training program addressing Gen Z’s phonophobia, their surprising preference for phone calls in customer service, and the future of leadership. We’re...