Author: CXM Editorial

This week in CX: Can customer reviews powered by generative AI be trusted?

Happy Friday! Here’s the latest roundup of industry news from this week in CX. 📢 This week, we’re looking at Qualtrics new Video Feedback, Amazon new product review powered by AI, and gift cards winning strategy by New Look.  Key news According to...

What is the potential value of prompt engineering in CX?

With the development of Open AI’s ChatGPT, the discussion about a new role of ‘prompt engineering’ has started coming up more often. Prompt engineering is a way of communication with the large language model, a relationship between a human and machine...

This week in CX: the risk of generative AI

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at small business attitudes to customer support, what Londoners think of brand loyalty, and the risks of increasing generative AI. Key news The Great Resignation, a...

Video feedback to capture customer’s authenticity and foster human insights  

Over the past few years, the rapid development of AI (artificial intelligence) and deep learning opened a window for new CX technologies. Video feedback has emerged as an automated tool that brands can use to better understand their customers’ emotions...

This week in CX: how good are your post-purchase & personalised experiences?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how retailers are failing post-purchase, what customers actually think of personalised content, and the lack of understanding about what service design is. Key news Medallia has surpassed...

This week in CX: has the hospitality industry been sidelined?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how the hospitality industry feels unsupported, as well as Gartner’s definition and perspective on ‘AI-mature’ organisations. Key news In case you’ve somehow missed it (it’s...

AI revolution doesn’t stop: Meta, Qualtrics & Hubspot give us food for thought

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Meta, Qualtrics, Hubspot and the latest insights about how customer behaviours reflect their care for the environmental issues. Let’s dive into...

We’ve got 27 years to reach Net Zero in the most polluted cities in the world. How can it be done?

Sustainability has always been a critical topic. But it’s now more important than ever. We’re on limited time to literally save the world by cutting back our emissions, getting control on global warming again, and striving for Net Zero in...

This week in CX: what’s the current source of stress for UK employees?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research from Gartner on customer service transition sentiments, how female employees feel about their financial situation, and what’s been happening with Amazon...

How to continue the fight for Net Zero in the age of crisis and vulnerability

We’re facing tumultuous times as of late. Global warming and the increasing necessity for a new sustainable life are pressing issues to tackle head on, and fast. But at the same time, we’re seeing the general population plunged into vulnerable...