There has been a considerable amount of research on employee experience in recent years, focusing on various aspects of the employee experience, including engagement, wellbeing, motivation, and productivity. This report looks at the discussions which took place during the Summit, how important EX is in relation to CX, and advice for companies on how they can improve the link between the two.

There has been a considerable amount of research on employee experience in recent years, focusing on various aspects of the employee experience, including engagement, wellbeing, motivation, and productivity. This report looks at the discussions which took place during the Summit, how important EX is in relation to CX, and advice for companies on how they can improve the link between the two.

The retail industry is going through a period of change and adjustment, with some online retailers experiencing declines while traditional high-street retailers are reporting growth and expansion plans. Growth remained strong in November. Whilst it dipped a fraction in December, Retail sales increased 0.5 % in January, and this continued through Q1. This report from our Spring 2023 CX Roundtable for the Retail Sector highlights the importance of understanding customers' needs and expectations, which remain largely the same despite the changes in the industry.

BPOs are at the very forefront of customer service. They provide the link between consumer and company, offering solutions to both simple and complicated problems. As a result, most BPOs are leaders when it comes to defining Customer Experience (CX) and understanding how to deliver it. In the volatile world we now live in, consumer attitudes are changing rapidly, and keeping up with the state of CX in the BPO industry is difficult. As such, this edition of the CXFO Industry Council for the BPO sector aimed to explore the current situation surrounding CX. Attendees revealed insights into the present state of CX in BPOs and presented discussions on a variety of topics, including the role of technology, employee loyalty, customer expectations, and the BPO sector’s image.

With a changing marketplace, economic and political uncertainty, and the risk of asset bubbles and inflation, Financial Services organisations are entering a trying time. In this difficult climate, those organisations who can adapt quickly will thrive – and technology will have an important role to play.

Running a modern day contact centre involves both hybrid and remote working employees. But how can you run a hybrid contact centre efficiently post-pandemic? This whitepaper from Ventrica explores how the hybrid approach to work has swept across the global workforce, accelerated by the impact of the pandemic, and how it has changed workplace expectations.

The theme for our March CXFO Leaders Summit was around Consumer Loyalty, and the report is available for you to download for free. When it comes to Customer Loyalty, many of the attendees at the Leaders Summit agreed that we need to come to an understanding that CX is no longer just about rewards. It is so much more, with personalisation and 'communities' becoming increasingly important and data being the rising star.

This report looks at six benefits of going digital with your onboarding: Increases Efficiency, Cost Effective, Maximises Engagement, Improved Interaction, Ensures Consistency and Reduces Attrition. You can download the full whitepaper to find out more.

An engaging and structured onboarding experience helps to ensure that your new people can complete their job role efficiently and competently from the outset. A lack of information or an overload of content can result in your new people feeling disengaged or overwhelmed, so finding the right balance between what is necessary and what is nonessential is crucial. This free whitepaper from Davies Learning Solutions tells you all you need to know about what you should include for a successful onboarding programme

The mobility sector is rapidly evolving away from its automotive parent but, still in its infancy, it’s yet to master the challenge of using data to feed customer-centric service ecosystems. Simply put, it lacks the vital capability to create value exchanges that build strong customer bonds. ChangeMaker Associates Ltd and Arvato CRM Solutions see this as an opportunity.