Category: CXM News
GoTo adds over 40 features to Connect platform to foster CX
GoTo has added over 40 features to its Connect platform. The updates, which are designed to enhance the customer experience, offer businesses improved data analytics, streamlined workflows, and enhanced AI-driven interactions. “Providing a seamless customer experience is no longer a luxury for...
Employees need more support across a variety of health and social issues
Employers are now expecting an increased level of demanded support from their employees across a variety of issues, including in fertility, addiction, gender identity and neurodiversity. Although traditional areas of heath and wellbeing support are still expected to see a...
Amazon take part in trial for UK drone use
Amazon are among a group of organisations who have been selected for a trial testing drones for business use in the UK. The trial will focus on gathering data on how the drones detect and avoid other aircraft. “Our goal...
Risk management drives supply chain revamp
73% of companies have significantly changed their supply chain networks in the past two years. These adjustments are driven by building resilience and flexibility rather than simply cutting costs. Gartner surveyed over 400 senior supply chain executives worldwide to understand their...
Luxury retailers head to Central London streets for top in-store shopping results
New data from CBRE found that central London retail investment volumes increased 71% quarterly, totalling £424m in the second quarter 2024. Luxury retailers now flood to Bond Street and Oxford Street particularly for higher foot traffic and sales success. In Oxford Street,...
Customers not able to resolve their simple self-service issues
Only 14% of customer service and support issues are fully resolved in self-service. Even “very simple” issues are only resolved 36% of the time in self-service. The new research comes from a Gartner survey. “While 73% of customers use self-service...
Sigma Connected deploys AI platform to clear up call quality
Call centre operator, Sigma Connected has deployed an AI-powered noise cancellation platform to clear up the sound quality of its voice calls. Sigma started testing Iris Clarity in February of this year and has since optimised hundreds of thousands of...
This week in CX: are customer 30-day free trials still worth it?
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 EX and HR spaces. Full annual leave allowances are not being used, and new recruits aren’t compromising on...
Convenience comes first for customer behaviours
Demand for convenience is the number one customer behaviour to influence CX practitioners’ planning in 2024. This comes from the new report from CX Network, ‘The Global State of CX 2024′. Demand for convenience increased from fourth place in last...
Gen Z and Millennials demand better mental health and wellbeing benefits
A recent study has found that 78% of new employees, mostly Millenials and Gen Z, are driving demands for better health care and wellbeing benefits, unlike their older colleagues. The survey from Simplyhealth reveals a significant generational divide in workplace benefits....