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Industry News

CX network is an online news source for senior customer experience, service, insight, digital and marketing decision makers. The site’s editorial team delivers the latest industry news, market reports, trends and challenges, CX TALK videos, interviews and podcasts with CX leaders, best practises, digital events, and much more. 

October 4, 2017 by Katie Sadler
trust
Online advertising “can be alarming if consumers don't understand the mechanism driving it” Comprehension of digital marketing technologies affects trust of online targeted content and browser cookies, study finds. A study of 2,000 regular internet users has found that 56 per cent of those who have an understanding of online marketing techniques Read more

September 27, 2017 by Katie Sadler
Retail
New research finds that streamlined online purchasing and a bigger focus on mobile could boost UK retail sales by £10.5bn A study carried out by Barclays Corporate Banking (LON:BARC) has found that retailers could generate an additional £10.5bn in sales over five years by investing in systems that will streamline online purchasing. The report, Read more

September 20, 2017 by Zarina de Ruiter
AI
New research into the intelligent enterprise reveals the biggest trends and challenges to impact the CX industry by 2020 CX Network, a leading online community for global customer experience (CX), service, insight, digital and marketing practitioners, is to publish a ground-breaking report in October 2017 on the role of intelligent enterprise (IE Read more

September 12, 2017 by Katie Sadler
Artificial intelligence
The beverage industry embraces artificial intelligence to develop services through chatbot capabilities Coca-Cola (NYSE:KO) has been working on a new smart vending machine, which uses artificial intelligence (AI) to power its customer experience. The revamped vending machine, due to initially launch in New Zealand, allows the beverage company to Read more

September 6, 2017 by Zarina de Ruiter
IBM’s Brian Kaminski joins Conversica as Chief Customer Officer
Kaminski’s responsibilities as CCO will include delivering a seamless customer onboarding experience and creating exceptional value for customers. More and more companies are hiring Chief Customer Officers (CCO) to head up their customer experience capabilities, and the latest to join the line-up is Conversica, a provider of AI-driven lead Read more

August 17, 2017 by Zarina de Ruiter
Organisations lag behind on real-time customer engagement
Just 16 per cent of UK businesses are able to adjust their communication in real-time based on customer behaviour Nearly 60 per cent of UK businesses say real-time customer engagement can deliver a revenue increase of 10 to 40 per cent but most are failing to harness customer data to full effect, a new report by SAS has revealed. The study found Read more

August 9, 2017 by Zarina de Ruiter
Consumer appetite for chatbot experiences on the rise
New survey reveals that 83 per cent of consumers would be more loyal to a brand offering a chatbot to check order status and product research Artificial intelligence (AI) and chatbots are a hot topic within customer experience, but how valuable do consumers really find interactions with these new technologies? SEE ALSO: What role will AI play int Read more

August 3, 2017 by Yaniv Reznik
CX lessons from Verizon’s customer data breach
The recent headlines raise the question: how can organisations ensure they don’t lose their customers' trust as a result of a data breach? Last month a human error left the personal data of 6 million Verizon subscribers vulnerable to hackers and scammers. Names, phone numbers and, more importantly, subscribers’ pin numbers were made publicly Read more

July 31, 2017 by Ernan Roman
Marketing leaders: Traditional persona-based marketing no longer relevant
Where personas help identify “buckets” of customers, the limitations have become apparent as the consumer decision-making journey has veered from its predictable linear path and increased in complexity Over the past 12 months, the number of companies disappointed by the lack of a significant increase in response and engagement from their Read more

July 27, 2017 by Sarah Lattouf
Podcast
The series of CX Network podcasts has already been recognised as one of the leading customer experience podcasts globally CX Network has launched a dedicated podcast theatre, which sees the publication of a new thought leading and personal podcast with an industry leader each week. The series offers listeners access to executives’ insights on-the Read more

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