CX

31% of Leaders Say Protecting Data is a Concern with AI

31% of Leaders Say Protecting Data is a Concern with AI

Merkle dentsu’s technology-enabled, data-driven customer experience platform unveiled the second instalment of its 2024 Customer Experience Imperatives Report research series. The report revealed the attitudes and priorities of over 2,100 consumers and 820 global CX leaders across eight industries, including healthcare, retail, travel, and more.
How AI-Driven CX Automation Impacts the Bottom Line

How AI-Driven CX Automation Impacts the Bottom Line

AI-driven CX automation can enhance customer satisfaction and drive sales with tailored recommendations. However, clear goals and communication of results are essential to ensure these systems deliver their promised value.
Salesforce Unveils LLM Benchmark to Optimise GenAI Implementations

Salesforce Unveils LLM Benchmark to Optimise GenAI Implementations

The LLM Benchmark for CRM allows Salesforce customers to match each GenAI use case to the best-suited model.
The Future of Self-Service in CX: Essential or Overrated?

The Future of Self-Service in CX: Essential or Overrated?

Businesses overlook the silent detriment of self-service—the erosion of customer trust. Every time a customer encounters a self-service dead-end, it’s not just a moment of frustration; it’s a micro-fracture in the relationship. Can it become a powerful enabler of customer satisfaction?
Streamline Post-purchase Operations for Enhanced CX

Streamline Post-purchase Operations for Enhanced CX

Nearly 40% of retailers fail to meet their advertised delivery times, indicating a gap between customer expectations and actual service delivery. How do retailers overcome the loopholes in their post-purchase customer service?

The Tech Partnerships Powering Brands in the EU

How are European brands utilising technology to increase customer experience? A look at recent tech partnerships and innovations that are fuelling CX.
Impact of Google’s AI Overviews Explained

Impact of Google’s AI Overviews Explained

Months after the launch of Google’s AI Overviews and the feature’s reduced visibility, we look at critical insights into its impact.
Jamie Thorpe, Chief Experience Officer at Ipsos interviews with CXMToday

Think About Cross-Industry Benchmarking

Jamie Thorpe, Chief Experience Officer at Ipsos, discusses how companies can remain agile and adaptable in the face of changing customer expectations and evolving industry dynamics.
How to Optimise PDPs to Overcome Choice Fatigue?

How to Optimise PDPs to Overcome Choice Fatigue?

Even though the concept of Product Description Pages isn’t new, there have been a lot of changes in consumer buying behaviours, which have left D2C ecommerce brands in contemplation. To battle choice fatigue, how can brands personalise PDPs at scale?
CX NXT - the Customer Experience Summit Lands in Berlin

CX NXT – the Customer Experience Summit Lands in Berlin

The 4th Global Edition of the CX NXT Summit on October 23, 2024 will equip brands with the knowledge and strategies they need to...

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