Tag: Customer Experience

This week in CX: current technology is actually hindering customer experiences…

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking into research about UK subscription costs, the true effects of current technology usage on CX, growth expectations in the AI and tech era,...

The £9 Billion Blind Spot: How CRM Falls Short in Complaints Management

In the realm of customer service, CRM software reigns supreme. It’s the central nervous system for coordinating customer interactions and delivering personalised, contextualised services. But for all its strengths, CRM technology isn’t a catch-all for managing customer relationships. When it comes to complaints, your CRM...

This week in CX: time to discuss holiday shopping (already?!) and the ‘treat yourself’ phenomenon

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into how generative AI will enhance overall shopping experiences in the future, and it’s already(!) time to discuss research about holiday season shopping,...

This week in CX: AI is still a dominating CX force for this year

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at AI’s domination in CX trends for this year, and global online retail sales growth predictions. Key news Consumer group Which? and debt charity StepChange have issued...

This week in CX: 54% of employees are trapped in a career dead-end

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into AI’s role in mental health, global economy shifts and why the majority of employees are not satisfied with their career choices. Key...

This week in CX: you might be on hold to customer service for 800 years

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at research into Gen Z work engagement, what is causing high levels of ‘collaboration drag’, and the issues of a return-to-office mandate on employee retention. Key...

Why Internal Service Excellence is key to delivering External Service 

Have you ever contacted a company to chase a response only to be told that another department is investigating the issue, but no update has been received? Or perhaps you’ve contacted a company to make a complaint but have been passed from...

This week in CX: the retail industry is under threat from high fraud cases

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research into agent and customer experiences, and issues in retail for return policy abuse.  Key news New research from Forsta reveals a strong positive...

This week in CX: 49% of Brits consider brand interactions to be a tiresome chore

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at consumer time spent on brand admin, and new insights on consumers’ perceptions of personalisation. Key news Gartner, Inc. identified the top data and analytics (D&A) trends...

Get ready for Gen Alpha: Why brands need to plan for the future now

Generation Alpha, those born between 2010 and 2025, may still be young, but they represent a future tidal wave for brands and marketers. This generation, the first to never know a world without smartphones and social media, will demand a...