ChatGPT: Friend or foe of CX in big business?
Dubbed “the best AI chatbot ever released” by the New York Times, and with the power to reach a record million users during launch week alone, ChatGPT from OpenAI, is set to stay. So, what are the considerations for big brands as they consider this technology for CX and indeed, wider business process applications? Are there […]
Consumer Duty: ensuring CX is at the heart of your strategy.
A new report released by ExperienceLab looks at how Consumer Duty will put the consumer at the centre of every financial service industry decision. How organisations operate is going to have real-world consequences in the very near future, but getting to grips with the Consumer Duty is an opportunity as much as it is a […]
Trust: A cornerstone of good UX.
According to a 2022 survey of US social media users, there is an overall decline of user trust in social platforms. The percentage of users who agreed that they felt safe participating and posting on social platforms dropped from 44% in 2021 to 35% in 2022. Trust takes years to build, seconds to break, and […]
Delving deeper into UX: Turning insights into something meaningful
Delving deeper into UX: in a world of UX where the customer is at the centre of everything, it is a cardinal sin to give recommendations, findings, or outcomes that are not clear, and with little relevance to the real world. I’ve been fortunate in my career to have had the opportunity to work with […]
Improving customer experience in the Utilities industry
Customer experience (CX) is at the forefront of mind for those in the Utilities industry. We know from our experience of working with utilities companies that they are very much in the business of spinning plates. Managing and maintaining vast infrastructure networks, undertaking major engineering projects to develop new capacity and driving innovation to lessen […]
