Email remains the go-to communications method of choice after the phone for all businesses and organisations around the world with 4.48 billion people worldwide using it, forecasted to rise to 4.73 billion in 2026. AI has revolutionised the management of email known as ‘email orchestration’ streamlining processes, unearthing customer insights, patterns and trends, improving communications and customer experience. Email should now be viewed as... The post appeared first on Customer Experience Magazine ..read more

Over the last year, the consumer landscape changed significantly. Regulations like the new Consumer Duty and proposed Data Protection and Digital Information Bill are pushing customers into the spotlight more than ever. It’s not just regulations that are changing – consumer expectations are also on the rise. More than ever, modern consumers expect companies to anticipate their... The post Three steps for successful SMB communications in 2024 appeared first on Customer Experience Magazine ..read more

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 one department to another, without anyone taking ownership? Both scenarios sign there’s a communication gap... The post Why Internal Service Excellence is key to delivering External Service  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 consumer time spent on brand admin, and new insights on consumers’ perceptions of personalisation. Key news Commentary news With the two May Bank Holidays quickly approaching, and a likelihood of increased sales activity during this time, retailers must... The post This week in CX: 49% of Brits consider brand interactions to be a tiresome chore appeared first on Customer Experience Magazine ..read more

Our partners at Awards International proudly unveil the appointment of Andy Alderson as the Chairman for the forthcoming edition of the UK Business Awards (UKBA) 2024. Get to know Andy Alderson! A seasoned entrepreneur, Andy Alderson is best known as the Founder and former CEO of Vanarama. He now proudly stands as the Founder and Managing Partner of... The post Meet the Chairman for the UK Business Awards 2024 appeared first on Customer Experience Magazine ..read more

“Computer Says No” may be a phrase that most people in the UK associate with a comedy sketch, but it is a real and frustrating reality for contact centre agents. When resolving customer issues, agents usually follow a defined process, like a decision tree, where a system provides recommended steps to follow for customer resolution – anything from changing device settings for a technical issue to offering a refund or exchange of a faulty item. Whatever the... The post 3 practical&n ..read more

As digital further dominates business sales and revenue, organisations are facing major hurdles in decreasing the time between identifying digital opportunities and acting on them.  Added to this are teams’ limited ability to capture every customer friction, including small customer touchpoints that can have a significant effect on the customer experience (CX). These challenges have... The post How organisations can act on the needs of their customers to set new standards for a great digital CX appeared first on Customer Experience Magazine ..read more

Siloed departments spell trouble for customer retention. While 95% of B2B SaaS companies have customer success (CS) teams, seamless customer experiences demand cross-functional harmony. Sales, marketing, and CS must collaborate and align as one revenue team to anticipate industry shifts. Shatter the walls between these departments, or watch churn skyrocket. One industry shift gaining a lot... The post How marketing can help connect CS and sales to foster a more unified revenue team  appeared first on Customer Experience Magazine ..read more

The 7th edition of the Gulf Customer Experience Awards, organised by Awards International, has announced the winners of this year’s programme. This edition of Gulf CXA brought together leading businesses from across the Gulf region to showcase the most remarkable achievements in customer experience. Top companies and organisations participated in this premium awards programme, presenting... The post Crowning the winners of the Gulf Customer Experience Awards 2024! 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 the UK brand loyalty crisis, the AI job takeover, research into nuisance communications, and how we can revolutionise the way we interact with the web. Key news UK brand loyalty remains in crisis  ServiceNow has published the ‘ServiceNow Consumer... The post This week in CX:  67% of UK consumers are no longer loyal to their favourite brands appeared first on Customer Experience Magazine ..read more