Customers have expectations when they call for help, as they should. After all, they typically aren’t reaching out to your organisation for any other reason than to get their issue resolved or a question answered quickly.  Most customers would agree that they had a good, productive contact centre experience if they encountered the following 4 situations: 1.... The post Four features of a good customer experience appeared first on Customer Experience Magazine ..read more

Love it or hate it, we are living in the age of the influencer. Just look at the ongoing phenomenon of Love Island. With 1 million viewers tuning in to the recent Love Island All Stars final, the show’s impact extends far beyond the screen, turning many contestants into household names with up to six-figure brand partnership deals. Last year’s winner Jess Harding signed a six-figure deal with... The post Are influencers relevant in the age of UGC? appeared first on Customer Experience Magazine ..read more

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 complete overhaul of marketing strategies. Gone are the days of broad-brush advertising; the future lies... The post Get ready for Gen Alpha: Why brands need to plan for the future now appeared first on Customer Experience Magazine ..read more

In today’s digital age, the modern consumer is connected to everything, anywhere, all the time. Arguably, due to the proliferation of social media apps like TikTok, with the app reaching one billion installs just a year after its conception, there has been a significant shift in how we consume information.  Because of the ability to deliver bite-sized... The post The content race: On your marks, get set, go long-form video appeared first on Customer Experience Magazine ..read more

In this digital age where customer expectations are rapidly on the rise, it’s no surprise that the contact centre is undergoing an AI-powered transformation. But how are businesses implementing AI in their contact centres? What do contact centres need to have in place to make the most of AI? Where can AI have the most impact? Zoom... The post Contact centre AI: Are you set up for success? 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 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