Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at UK consumers turning their backs on automation for customer service, steps taken towards responsible AI, and research on the level of service offered to machine customers. Key news Customer service standards slipping as UK consumers turn their back... The post This week in CX: Customer service quality is falling, and consumers don’t want automation to help appeared first on Customer Experience Magazine ..read more

While the onus of generating revenue historically fell on sales teams, customer success teams also play a pivotal role in this process. Sales teams are tasked with initiating conversations and building relationships with potential customers to close the deal while customer success and experience teams work to ensure new and existing customers see the value... The post From sales to success: The revenue impact of customer experience training appeared first on Customer Experience Magazine ..read more

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at AI’s improvement on retail experiences, the most stressful professions in the UK, consumers seeking more than just brand rewards, and the significance of voice channel in customer service. Key news 52% of UK shoppers think AI has... The post This week in CX: which employees are the most stressed? appeared first on Customer Experience Magazine ..read more

The disappearance of third-party cookies will cause a reckoning for the marketing industry. Losing out on third-party data stands to leave brands in the dark about behavioural and demographic insights that currently help them create target audiences and segments. Businesses will no longer be able to farm out their data collection to a third-party provider, instead having to redesign their data solutions and rely on... The post How brands can create deeper customer connections in a cookie-less world appeared first on Customer Experience Magazine ..read more

If you suddenly became aware that the needs of one in four of your customers were not being met- how would you react? You’d probably prepare to make some drastic and immediate changes, right? Well, 24% of people in the UK have a disability, and globally the disability market controls over $13 trillion in disposable... The post Looking beyond the surface: Improving CX for people with hidden disabilities appeared first on Customer Experience Magazine ..read more

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at a disconnect for Gen Z’s employee benefit needs, and HR professionals wishes to take on AI solutions to help with burnout.  Key news Gen Z’s Financial Goals Align Well With Traditional Benefits   New research from The Standard shows a... The post This week in CX: do HR leaders actually know what their Gen Z employees want?   appeared first on Customer Experience Magazine ..read more

It feels like everyone is bought into the idea of employee experience. It’s a hot topic in most HR circles. It’s become a profession in its own right. But how many companies are truly embracing it? What if it wasn’t an all or nothing? Just imagine a workplace where everything is carefully designed around your people – from the physical environment to the organisational processes. Wouldn’t it be amazing?  Everything would feel... The post Employee experience design as a lens and valuable tool appeared firs ..read more

In the complex tapestry of modern business, customer satisfaction stands as a beacon of success and sustainability. It’s the pulse that measures how effectively a company meets the needs and expectations of its clientele. 84% of companies that embark on the journey to enhance their customer experience witness a corresponding uplift in revenue. This statistic... The post The Law of Congruent Experience: Unlocking Higher Customer Satisfaction Through Employee Happiness appeared first on Customer Experience Magazine ..read more

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at what is currently causing chaos for online merchants, recent CS usage of AI chatbots, and further consumer usage of generative AI.  Key news Majority of Online Retailers Leave +40% of Chargebacks Undisputed, Contributing to Lost Revenue and... The post This week in CX: Half of UK adults are using AI chatbots for customer service   appeared first on Customer Experience Magazine ..read more

As we head towards the second quarter of 2024, retailers can be forgiven for feeling nervous. Strong retail sales volumes in January 2024 were an encouraging sign, but look to be going against the grain with the UK currently in recession. Once again, retailers need to be doing everything they can to maximise revenues in an uncertain economy.  As... The post Traditional purchase journeys are dying. The future lies in the in-stream checkout appeared first on Customer Experience Magazine ..read more