A very interesting survey has been released by the TUC (Trade Union Congress) which says that over half of adults in the UK (51%) are concerned about the impact of artificial intelligence on their jobs. In addition, the concern is particularly acute for workers aged between 25 and 34, with nearly two-thirds (62%) of […]
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Customer Experience (CX) is one of the biggest differentiators in today’s business world. Customers have endless choices, and what often sets one brand apart from another isn’t just the product or price, it’s the experience. To help you navigate this vital area, here are the top 10 most common questions people ask about CX. 1.
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How do I protect my customer support job when it’s predicted that 80% of jobs in our sector will be redundant by 2030? Artificial intelligence (AI) is evolving rapidly transforming both the workplace and the way people work. With one of the main Customer Experience AI tech players recently announcing that by 2030 80% of
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Customer journey mapping is a powerful approach for improving customer experiences, but a lot of organisations focus too much on the process of mapping itself rather than making sure it leads to real change. At The CX Academy’s thought leadership webinar ‘Customer Journey Mapping: Avoiding the Common Pitfalls and Setting Yourself Up for Success’, Susannah
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In today’s customer-centric world, one question frequently arises among customer experience (CX) professionals: “What is the perfect CX metric for your organisation?” While there isn’t a one-size-fits-all answer, understanding the landscape of CX metrics can help organisations tailor their measurement strategies to align with business goals and customer expectations. In this article we will explore
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2025 is officially here and as a CX Professional you need to be up to date on all things CX. AI was the biggest elephant in the room in 2024 and will probably remain this way this year too. However, there are other areas you should focus on to ensure you deliver CX Excellence for
Top CX Statistics to Know in 2025 & Why Read More »
During December we posted 12 CX Wishes going through all the things your customers wish for when it comes to great CX – not just for Christmas but for all year round. To save you time here they are all in one place. Follow us on our LinkedIn page for more CX insights! Wish
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Today businesses understand that customer experience (CX) is crucial in fostering customer loyalty and employee satisfaction which ultimately drive business and revenue growth. It’s because of this understanding that CX is one of the fastest-growing business disciplines in the world. In 2023, the global market for customer experience management was valued at $12.04 billion, and
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Building a Customer Experience (CX) team is one of the most crucial steps for organisations aiming to deliver exceptional service and meet the ever-growing expectations of their customers. A well-structured CX team does more than just enhance customer satisfaction, it drives business growth, reduces operational costs, and improves workplace culture. This guide will walk
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When HR Meets CX Customer experience is delivered from the bottom up. This means that the customer-facing staff are the ones who will have the greatest impact on CX. However, do not mistake this for full responsibility. We said it before and we will say it again: Every department in the company has
