CXA Announces Strategic Partnership with Teleperformance

January 28, 2025
The Customer Xperience Alliance (CXA), is pleased to announce its latest partnership with Teleperformance, a renowned global leader in customer experience management. Through this collaborative agreement, the CXA and its BPO partners aim to drive innovation and excellence in customer...

Service failures found to cost UK businesses £7.3 billion per month

January 8, 2025
New research reveals customer service-related problems cost UK organisations an estimated £7.3 billion per month With national customer satisfaction levels remaining low, a focus on improving customer service could significantly boost productivity Customers also found to be willing to pay...

Key CX Considerations for 2025: Peter Ryan, Principal Analyst

January 7, 2025
Uncertainty. That is the word that is on the lips of so many CX leaders as they face 2025. The impact of rapidly shifting technologies, evolving customer expectations and ongoing disruptions in global geo-political realities mean that forward planning has...

AI’s Rapid Rise in Customer Experience

January 7, 2025
Content Guru, Europe's leading customer experience (CX) technology provider, has released new research underscoring AI’s growing role in the CX sector. The findings, based on a survey conducted at the Call & Contact Centre Expo London 2024, show that an...

[Foundever] Why 2025 Won’t Be the Year of Hyper-Personalised CX

January 6, 2025
As generative AI continues to gain momentum, many businesses are eagerly anticipating a future where they can target customers on an individual level with unmatched precision. However, despite the hype and impressive capabilities of AI, it’s crucial to temper expectations...

CX Jobs Are Heading Away From Minimum Wage In 2025: by Mark Hillary – CX Tech Analyst

January 1, 2025
This is a very unusual time for anyone involved in managing or designing the customer experience (CX) for their company. In one way if feels like the last two years of experimentation with artificial intelligence (AI) will coalesce into a...

[Interview] A day in the life of… Jo Homer, the CX Expert at Signet

February 28, 2024
We are thrilled to feature an interview our sister organisation (TRB) published: Jo Homer, Head of CX & Product at Signet Jewelers, in our latest day in the life interview. With an impressive career in leadership roles within renowned brands...