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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?

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.

IKEA are constantly adapting their customer experience strategies to suit the evolving consumer, including a rethinking of their traditional store, introducing digital avatars, and using AI to meet consumers where they want to be met. IQPC Exchange talked to Donna Moore, Country Digital & Business Development Manager, to find out more. 

In terms of customer service, no industry has been under as much pressure as travel in 2022. TUI has seen a big shift in mentality around the importance of placing customers at the heart of company strategy, proving that striving towards customer-centricity does not have to compromise a commercial mindset. We talked to Louise Williams, Group Head of CX Design & Implementation – TUI, to find out more. 

An exclusive interview with Lyndsey Edgar, VP of Operations at Monzo Bank, exploring Monzo's operations during the pandemic, the benefits of implementing CX culture across an organisation, and predictions in CX for 2023.