Author: CXM Editorial

This week in CX: the cost of bad customer service

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the cost of bad customer service, marketers missing out on personalisation techniques, demands for sustainable shopping, and B2B buying habits.  Key news Job vacancies in...

This week in CX: listening to the voices of women in business

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. Today’s most important news is that it is International Women’s Day. Alongside some of our usual news, we’re also sharing exclusive commentary from women in business, and sharing...

What is MultiCaaS and why is it the contact centre of the future?

As a contact centre or IT leader, you don’t need another acronym to add to the pile. But that’s the beauty of the newest acronym in the industry, MultiCaaS—it’s the only CaaS acronym you need to operate your entire business...

This week in CX: Gen Z and young workers are shifting everything about work

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Emplifi’s Social Media Benchmarking Report, the latest research from Cavell on contact centre automation, and how mental health is taking a toll on...

Your top 50 CXMStars™ of 2024 have been chosen!🏆

This year’s CXMStars™ season has come to its end – the votes are in, the judges scores are finalised. Everything is ready. It’s time to announce the top CX professionals and influencers of 2024! Our aim with the CXMStars™ is to support the...

This week in CX: UK customers don’t even realise they are vulnerable

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Gartner’s customer service and support predictions, and NICE’s new report investigating customer vulnerability.  Key news Manchester City Football Club has extended its partnership with Qualtrics...

This week in CX: environmental-consciousness in shopping is on the rise

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at data issues with CMS, environmental awareness in shopping, and Gartner’s top priorities for CS and support leaders. Key news UK consumer card spending edged up...

UK Customer Experience Awards™ 2024 – Open for Entries 

As we celebrate love in all its forms, we are proud to announce the start of Awards International’s premium programme, the UK Customer Experience Awards™ 2024.  For the 15th consecutive year, UKCXA™ aims to recognise and celebrate passion and commitment of the UK CX professionals...

This week in CX:  in this digital age, humans still reign supreme

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into the desire for human connection in customer service, how in-store devices affect retail CX, and why the banking sector is most...

How is Zoom navigating the future of customer engagement? Interview with Zoom’s Head of Contact Centre

In the fast-evolving landscape of Contact Centre as a Service  (CCaaS), one name stands out as a driving force in revolutionising customer experiences – Zoom.  Today, we are privileged to talk with Ben Neo, the Head of Zoom Contact Centre and CX...