@TheCXMagazine

Customer Experience Magazine is packed full of all the latest news, reviews and cutting edge case studies from the world of customer experience.

 London
cxm.co.uk
Joined February 2011
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2.8KMedia
Americans are dining out less often but spending more when they do — meaning every meal has to earn its place. 🍽️ As inflation and digital habits reshape behaviour, value, quality, and reputation matter more than ever for restaurants. cxm.world/customer-experienc… #CX #Hospitality

Dining Out in the U.S. Is Becoming a Rarer, More Deliberate Occasion

Inflation, shifting priorities, and new digital habits are turning each restaurant visit into a more selective experience.

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🤔75% of banking contact centres use AI, but only 27% measure its impact. A new study from Glia shows adoption is racing ahead, but measurement and trust are lagging. cxm.world/cxm-news/ai-is-eve… #banking #cx #ai

AI Is Everywhere in Banking Contact Centres, Except in the Metrics That Matter

Banking leaders now view the contact centre as a strategic hub of innovation, yet most still don't measure an ROI on AI investments.

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The newest article by @CallMiner for CXM says #customers move fast but most #feedback systems don’t. Is that gap killing the #customerexperience? Check it out on our website👇 cxm.world/customer-experienc…

How Smarter Data Can Transform Customer Experience - Customer Experience Magazine

Customers move fast. Most feedback systems don’t. And that gap is killing the customer experience. Companies are investing heavily in platforms that promise better insights, but most still struggle...

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Happy Friday!  This week, we’ve explored everything from the hidden cost of poor accessibility and how conflict avoidance is quietly killing team dynamics, to #Sephora’s retail glow-up with #Lyft. cxm.world/twicx/this-week-in…

This Week in CX: How to Lose a Customer in 10 Seconds

This week, we've explored everything from the hidden cost of poor accessibility and how conflict avoidance is quietly killing team dynamics, to Sephora’s retail glow-up with Lyft.

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Another week another #twicx! This #friday we bring you a bit more news about the #genz workplace habbits, #tariffs hitting hard and whats' going on in #pharma. Check out the whole post here.👇 cxm.world/twicx/this-week-in…

This Week in CX: Gen Z, Pharma Innovation & Beauty Retail Warnings

This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, and the pitfalls of poor personalisation.

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In #CX, survival isn’t about being the fastest—it’s about being the friendliest. Paul Holden, VP of EMEA Sales at #CallTower, shares why friendliness is the new competitive edge—and how #businesses can scale it using data and #AI.👇 cxm.world/customer-experienc…

Survival of the friendliest: how AI and partnerships are key to great CX - Customer Experience...

Much is made of the survival of the fittest in business, but when it comes to customer experience, friendliness is the key differentiator.

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Happy #friday! Here's the new roundup of #CX news! cxm.world/twicx/this-week-in…

This Week in CX: When Bots Break Rules and Brands Break Trust

This week, we’ve explored how AI agents are posing new identity security risks, the fallout from Adidas’s customer data breach via a third-party vendor, and the growing mistrust in the influencer...

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Happy #FridayVibes ! And make sure you check out the latest #twicx. This week, we’ve explored a range of stories shaping consumer trust and travel. 👇 cxm.world/twicx/this-week-in…

This Week in CX: Lost Items, AI Breaches & Summer Travel Realities

This week, we’ve explored a range of stories shaping consumer trust and travel, from shifting expectations in summer travel to digital scepticism, and the evolving airport experience at JFK Terminal...

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🚨 Webinar alert! Join Anastasia Vladychynska & Carlos Espinosa for Off the Record: The Real Story Behind CX. No fluff—just #realtalk on transformation fails, #tech hype & #CX truths. 📅 17 June | 5PM CEST 👇 Register now! us02web.zoom.us/webinar/regi…

Video Conferencing, Web Conferencing, Webinars, Screen Sharing

Zoom is the leader in modern enterprise video communications, with an easy, reliable cloud platform for video and audio conferencing, chat, and webinars across mobile, desktop, and room systems. Zoom...

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📱 #GenZ is over digital overload. A new #HarrisPoll report shows they want real brand experiences — think #popups, print, & #inperson wow. Tactile is trending. Why "The Return of Touch" matters for marketers👇 cxm.world/customer-experienc…
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Whats up with #whatsapp? According to new research by CM.com, retailers that integrate @WhatsApp into their #customerservice channels significantly outperform their peers. Check out the full story here👇 cxm.world/cxm-news/uk-retail…

One platform for every customer interaction | CM.com

Behind every customer moment is a conversation that just works. CM.com connects messaging, marketing, service and payments on one shared context.

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Reality Defender’s Ben Colman warns that #deepfake fraud is now measurable, escalating, and shockingly easy to produce. 🛡️ It's time to get serious about detection, protection, and staying one step ahead. Read the full story here 👇 cxm.world/cxm-news/deepfakes…

Deepfakes Threaten Call Centre Security, Claims Reality Defender

Deepfake technology has become a problem for every sector, and contact centres are no exception. Continue reading to find out more!

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Happy #Friday all! This week in #CX’ we bring you the latest roundup of #industrynews! cxm.world/twicx/this-week-in…

This Week in CX: Major Moves in Food Delivery and Customer Loyalty

This week, we've explored DoorDash's £2.9 billion acquisition of Deliveroo, AWS's move to modernise contact centres, and how few UK firms are prepared for upcoming AI regulations.

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#GoTo has rolled out more than 100 new enhancements to its flagship product, GoTo Connect. Designed with small and midsize businesses (SMBs) in mind, these updates aim to do so much more. 👇 cxm.world/cxm-news/goto-conn…

GoTo Connect Supercharges SMB Communication with Over 100 New Features

GoTo has rolled out new enhancements to streamline communication workflows for small and medium-sized businesses. Click to read more!

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The carefree era of #AIexperimentation is winding down. With stricter compliance rules on the way, #businesses face growing pressure to audit AI use and data accuracy. Check out the full story here 👇 cxm.world/employee-experienc…

Few UK firms ready for AI regulations - Customer Experience Magazine

The fun, carefree days of AI experimentation are at an end, with swathes of compliance legislation inbound to control usage among employees.

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Hotel #loyaltyprograms are ballooning in size and still proving their worth even as the average member becomes more of a casual couch-surfer than a seasoned suitcase warrior. #hotel #travel #customerService Check out the full story here👇 cxm.world/customer-experienc…

Hotel loyalty programmes are booming, even if guests are staying less - Customer Experience Magazine

According to data from CBRE, global hotel loyalty programme membership surged by 14.5%, reaching 675 million members in 2024.

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Today is a big day in #Dubai because of the Gulf Customer Experience Awards! This is just a glimpse of the pre #ceremony event hosted by #CXM's Greg Willson, so stay tuned for more. #cxinsights #awardsinternational
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According to a recent study from Express Legal Funding in collaboration with #SurveyMonkey , over half of #US adults (60%) have turned to #ChatGPT for advice or information. Check out the full story here. 👇 cxm.world/cxm-news/americans…

Americans embrace ChatGPT, but still rely on humans for high-stakes advice - Customer Experience...

According to a recent study from Express Legal Funding in collaboration with SurveyMonkey, over half of U.S. adults (60%) have turned to ChatGPT for advice or information.

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#Trade wars, #cyber threats, and #supplychain chaos aren’t slowing down. #Forrester says don’t freeze—optimise. In its new report, it calls for “fierce optimisation” to drive efficiency, modernise #tech, and prep for #AI. What do you think?👇 cxm.world/customer-experienc…

Forrester: Volatility is the new normal, embrace the risk - Customer Experience Magazine

From trade wars and cyberattacks to supply chain chaos and geopolitical instability, the economic curveballs keep coming. Forrester says waiting for calm is a losing strategy. In its new report, How...

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According to a new #Idomoo survey, 78% of consumers want to see #brands use more video, yet many companies aren’t delivering. More than 40% of people say they never receive #videocontent from the brands they engage with. 👇 cxm.world/cxm-news/video-exp…

Video expectations are sky high — and brands are falling behind - Customer Experience Magazine

According to a new Idomoo survey, 78% of consumers want to see brands use more video, yet many companies aren’t delivering.

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