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 […]
AI: The Unseen Opportunity Read More »
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.
Your CX Guide: Top 10 Questions Answered Read More »
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
Is AI Going to Take My Customer Service Job? Read More »
In today’s climate, learning and development leaders need learning that drives behaviour change, aligns to strategy and scales across teams. That is why blended CX training is fast becoming a core part of modern L&D strategies. Every organisation has their own challenges and priorities when it comes to CX. That is why we were delighted
How L&D Leaders Are Using Blended Learning to Drive Real CX Impact Read More »
Great CX doesn’t just happen. It’s driven by teams who understand the customer, work together and take meaningful action. Blended learning helps CX professionals develop the right skills while giving them the support and freedom to work through real challenges and find practical solutions. Every organisation has their own challenges and priorities when it comes
How CX Practitioners Can Drive Change Through Blended Learning Read More »
The AI Era: Preparing CX Teams for the Future As AI adoption accelerates, Learning & Development (L&D) leaders face a fundamental challenge: preparing CX teams to work with AI while preserving the human element of empathy, judgement, and emotional intelligence. L&D leaders must design their training plan to build AI confidence, digital literacy, and soft
How L&D Leaders Can Future Proof CX Training in the Age of AI Read More »
The Evolving Role of AI in Customer Experience AI is changing how CX teams deliver customer experiences. The real challenge for CX leaders is ensuring AI enhances rather than erodes human connection. Our AI for CX MicroCourse will equip you and your team with the knowledge and skills to embrace AI while staying true to
How CX Leaders Can Use AI to Strengthen, Not Replace, Human Connection Read More »
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
Customer Journey Mapping: Avoiding Pitfalls and Driving Real Impact Read More »
In today’s competitive market, understanding your customer’s journey is more important than ever. Customer journey mapping is the process of visualising and analysing the steps your customers take when interacting with your brand. It enables you to truly walk in your customer’s shoes, gaining a deep understanding of their experiences, needs, and frustrations. By identifying
Setting Up Your Customer Journey Mapping Programme for Success Read More »
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
The Perfect CX Metric For Your Organisation Read More »
