Tag: CX news

CXM proudly announces the third edition of CXM Review: CX at the Crossroads

Two years ago, in October of 2022, Customer Experience Magazine released the first printed and digital magazine focusing on reviewing the past year in CX. Since then, we have committed to bringing you special annual publications. Now, we are proud...

TV drives nearly $145 billion in annual consumer spending

A new report from Shopsense AI, titled “Turning TV Into a Retail Powerhouse,” reveals that television has become a significant force in driving consumer spending, contributing nearly $145 billion in U.S. retail sales annually. TV content is increasingly influencing product...

Managers are unaware of their employees’ financial wellbeing needs, research has found

New research from Bippit has found that more than half of workers in management positions receive adequate financial wellbeing support from their employer. However, only 20% of non-managers could say the same.This financial support can include employee assistance programmes and...

Fashion retailer Guess launches customer recycling programme

American fashion brand Guess? has launched GUESS Again, a customer recycling programme in partnership with SuperCircle, the textile recycling platform powering consumer trade-in for leading brands and retailers investing in a circular future.The initiative builds on the brand’s existing in-store...

AI and analytics drive transformation in European contact centres

European contact centres are increasingly turning to advanced customer experience tools, including AI-powered systems and real-time analytics, to enhance both customer satisfaction and employee retention, according to a new report by Information Services Group (ISG), a global technology research and...

This week in CX: fair work agency here to protect the workers

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the latest research in employment choices, the effect of online reviews and shopping preferences. We’re also discussing new updates from Wimbledon, Google,...

Political polarisation drives consumer boycotts

A recent survey by GWI, a global research firm, found that nearly a quarter (22%) of Americans have boycotted brands or products due to political stances in the past three months. Additionally, two in ten people have unfollowed brands or...

Survey shows online reviews now more influential than family, friends, and traditional media

Consumers consider many factors when making purchases, but online reviews are becoming increasingly dominant, reveals a recent survey by Reputation, a reputation performance management company. Today, 54% of U.S. consumers trust reviews more than opinions from family, friends, company claims,...

Frasers Property UK and MAPP partnership drives customer service success

Frasers Property UK, in partnership with MAPP, has been awarded the coveted Institute of Customer Service ServiceMark accreditation with Distinction.Winnersh Triangle, Chineham Park, Farnborough Business Park, Maxis Business Park, and Blythe Valley Park have all been commended for their exemplary...

Tokyo takes stand against customer harassment with landmark ‘kasuhara’ law

Japan is taking decisive steps to combat the growing issue of customer harassment, known as “kasuhara,” to protect its service workers from abuse. On July 9, department store giant Takashimaya became the first major retailer to announce measures against harassment,...