Tag: Customer Experience

This week in CX: let’s get digital

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at digital customer experiences. Are these experiences truly personal? And what are the current consumer trends when it comes to brands creating videos? We’ve also...

How is the rising cost of living impacting customer contact demand?

Almost one in every two people (48%) report declining confidence in their ability to pay their bills and make ends meet, and more than 53% say they have had to delay a bill payment in the past 12 months. The rise in vulnerability,...

This week in CX: are Gen Z impressed by small businesses?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we celebrated Micro, small and Medium sized enterprises day  on Tuesday. So, we’re today looking at new research about small businesses with AI and Gen Z. There’s also news...

Beyond human-centred design: CX for a troubled planet

The term Customer Experience was coined in 1994 by Lewis Carbone. Since then, it has grown from relative obscurity to a fully fledged discipline. It is now taught at postgraduate level in universities, with recognised professional certifications and global governing bodies.  However the rising awareness...

This week in CX: customer complaints with UK local councils

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Twilio’s latest research about the value of demographics, the increase in UK citizens complaints to councils and how they are being handled, and the...

This week in CX: brand recommendations are pointless if you don’t know your customers

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at conflicting consumer opinions on AI, shoppers saying their favourite essential brands don’t know them well at all, and the costs of having to...

Banks can better support vulnerable customers with better UX

In May 2022, the FCA announced that 47% of UK adults showed one or more characteristics of vulnerability. This is up from 46% in February 2020, which equates to an increase of 0.9 million adults from 24.0 million to 24.9 million...

This week in CX: customer service at breaking point

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the rise in digital wallets, the huge shift in the world of marketing, and how customer service is at a breaking point. Key news The...

Five steps to promote digital accessibility in business

In a world where technology is king, digital accessibility is no longer a luxury but a basic necessity. Unfortunately, the convenience and ease it offers remain elusive for individuals with disabilities. The World Health Organisation (WHO) estimates that around 15% of the...

The top recommended books to get you started in the CX world

Getting into CX and knowing where to start is no easy feat. It’s a complex, multi-layered world with a lot to know. At the start, it can seem overwhelming. Without the right directions, you may feel lost on how to...