Tag: Customer Experience

Can automation enhance your contact centre experience?

A recent Talkdesk report reveals that many contact centres still rely heavily on live agent interactions despite technological advancements. The data highlights key challenges, such as inefficient IVR systems, lengthy hold times, and agents struggling with time-consuming manual tasks, all...

HR under scrutiny, experience trumps location and closing the 50+ gender pay gap

Leaders voice doubts about HR and marketing effectiveness  Nearly half (45%) of business leaders question professionalism in HR, marketing, and sales, according to the Chartered Institute of Marketing (CIM). Professional development is seen as key to improving perceptions. HR professionals must...

HyperAR brings true indoor navigation for great CX and EX

The laughable quality of interior GPS and mobile reception in some places has left big gaps in indoor navigation. Gaps that even the major map applications struggle to fill. Soon shops, colleges and enterprises can finally show guests or customers...

Asian banks experiment with remote customer service robots

British high-street banks continue to close at an alarming rate. As usual, Japan is showing a way forward with robots working as assistants to deal with customer service queries when an in-branch visit is essential. In Japan, Mizuho Bank in...

Struggling with AI? Add the human touch, says SupportNinja

The rapid advancement of AI has ushered in an era of possibilities for businesses, particularly in the domain of customer experience. While the potential for AI to streamline processes, personalise interactions and enhance efficiency is undeniable, the critical question remains:...

The modern workplace: forced office returns, pretty privilege, and gen Z’s self-diagnosis

UK workers face increasing office attendance mandates  Nearly 90% of UK workers are now required to come into the office more frequently, according to Virgin Media O2’s latest report. Most employees must attend on Mondays and Wednesdays, with nearly half also...

CX at large: travels of a globetrotting consultant

Welcome to the first post in CXM’s new regular series. A CX-inspired travelogue that keeps tabs on customer experience practitioners as they deliver their services to businesses around the world. First up is Ian Golding, a long-time friend of CXM...

Silos are the root cause of your customer experience challenges 

Chances are you work for an organisation that considers itself “customer centric.” In 2025, most organisations have figured out that building experiences that put the customer first is one of the best ways to create lasting customer loyalty and earn...

Voodooism protected, Labour MPs’ WhatsApp scandal, and AI restrictions in workplaces  

Voodooism recognized as protected religious belief in UK tribunal  An employment tribunal ruled for the first time that voodooism is a protected religious belief under UK workplace equality laws. The decision came in the case of a council worker who sued...

UK Customer Experience Awards 2025 – open for entries

The original and still the biggest customer experience awards programme in the industry kicks off again today! The UK Customer Experience Awards now its 16th year, brings together leading UK-based firms and the best CX experts in the country to...