Tag: Customer Experience

Forrester’s list of emerging technologies reveals the best ROI solutions

Brian Hopkins, Forrester VP, emerging tech portfolio.Generative AI for visual content and language has topped Forrester’s list of emerging technology. The analyst firm says Gen AI, alongside Turing Bots, and IoT security are the leading emerging technologies that will offer return...

This week in CX: new ways that retailers can reach shoppers online

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at how retailers can meet the needs of online UK consumers, new research into the entire digital employee experience journey, and the role of emerging...

The Odyssey of Customer Feedback: How to Master Surveys for Better Insights

Voice of Customer is a topic many companies discuss, and customer surveys are an intriguing aspect of the customer experience odyssey. Like sailors navigating unknown seas, companies often struggle with surveys—some overuse them, others never bother, and many do it...

This week in CX: celebrity voices in the contact centre to drive engagement

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into retail policy abuse, contact centres using AI celebrity voices, the ethics of AI, and fixing customer discontent with personalisation.Key newsResearchers at...

This week in CX: current technology is actually hindering customer experiences…

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking into research about UK subscription costs, the true effects of current technology usage on CX, growth expectations in the AI and tech era,...

The £9 Billion Blind Spot: How CRM Falls Short in Complaints Management

In the realm of customer service, CRM software reigns supreme. It’s the central nervous system for coordinating customer interactions and delivering personalised, contextualised services.But for all its strengths, CRM technology isn’t a catch-all for managing customer relationships. When it comes to complaints, your CRM...

This week in CX: time to discuss holiday shopping (already?!) and the ‘treat yourself’ phenomenon

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into how generative AI will enhance overall shopping experiences in the future, and it’s already(!) time to discuss research about holiday season shopping,...

This week in CX: AI is still a dominating CX force for this year

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at AI’s domination in CX trends for this year, and global online retail sales growth predictions.Key newsConsumer group Which? and debt charity StepChange have issued...

This week in CX: 54% of employees are trapped in a career dead-end

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into AI’s role in mental health, global economy shifts and why the majority of employees are not satisfied with their career choices.Key...

This week in CX: you might be on hold to customer service for 800 years

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at research into Gen Z work engagement, what is causing high levels of ‘collaboration drag’, and the issues of a return-to-office mandate on employee retention.Key...