Download the CX Network’s Global State of CX 2024 report to discover how generative AI, data and customer demands are shaping CX in 2024.

Check out the 2023 post event report to see what you missed out on!

Customer support provides a crucial touchpoint which can make or break the customer experience. A solid customer support function can help retailers stand out from competition, increase customer loyalty and reduce churn. This article highlights the often-overlooked value of customer support in CX strategies and examines how technology is transforming the role of support agents.

In this article, Global Hotel Alliance’s Chief Growth Advisor, Franck Kermarrec, reveals how brand identity can be leveraged as a key differentiator in today’s competitive travel and hospitality market. Read on to gain insight on balancing consistency in brand identity with personalised customer experiences, and ensuring that your brand identity caters to fast evolving customer preferences in travel and hospitality.

In this article, Ray Harris, Senior Vice President and Senior Director of Client Success at First Citizens Bank, shares insight into how enhancing employee experiences within BFSI organisations is critical for improving the customer experience. Read on to discover practical strategies and actionable tips to optimise the employee experience and drive customer satisfaction in the BFSI sector.

Consumers are becoming increasingly aware of the retail sector’s environmental impact. In this article, retail leader Louise Mitchell shares tips on designing and communicating sustainability strategies that resonate with customers to achieve trust and loyalty from the next generation of environmentally conscious consumers.

With titans in the industry shifting their focus towards a future with machine learning at the forefront, essential consumer interactions are being handled more and more by specifically designed language models or pre-existing generative AI. Will automation make customer service easier?

How digital experiences, automation, employee engagement and budget allocations are shaping CX in 2023.

It is a new era for CX Leaders in finance and insurance. In an increasingly competitive space where brand loyalty is dwindling, enhancements in technology, phygical experiences, and customer journeys are needed to evolve to the demands of the consumer and become truly customer centric. This infographic will give an insight into the CX Leaders from BFSI companies who attended the CX BFSI Exchange USA, including their investment priorities and common challenges.

Customer Experiences still vary greatly, both between and within businesses. Customers are still treated in a transactional way, instead of a process that actually has a lot more emotional complexity to it. Loyal customers are the key to success, and organisations are understanding more and more that the way to build loyalty is to generate an emotional and personalised experience for their customer base to ensure they truly feel valued. This can be tough, and with board buy-in tougher than ever before, it can be hard to justify spend and time on such initiatives. However, crack it now and you’ll have a competitive edge that will propel your business to success. A must read!

More than 250 customer experience experts reveal how they are responding to customer behaviors and preferences to build loyalty-winning experiences...