Customer Experience Foundation

Further to a number of questions that I have been asked over recent days, I would like to clarify and confirm that the TRB / CXA is not associated to CXFO in anyway. Its formation was not done with any consent, consultation, or approval of CXFO. It does not have any CXFO Assets, Members or Data, and all IP remains with CXFO

Good morning, everyone! We hope you've got your freshly brewed coffee or tea in hand because it's time to wrap up warm as the chill sets in. Boy, it got cold quickly, didn't it? But no worries, we're here to keep things cosy and exciting with another jam-packed week of CX insights! From industry news to upcoming events and thought-provoking articles. Whether you're looking to elevate your customer journey, dive into the latest CX trends, or get a sneak peek at what's coming up in the world of customer experience, we've got something for everyone. Let's dive in! Best wishes, Keith

🚨 Klarna cuts nearly 50% of its workforce due to AI! What does this mean for the future of work? AI is transforming industries, streamlining operations, and boosting profits—but at what cost? Klarna’s latest move raises serious questions about job security, customer experience, and the role of human empathy in an increasingly automated world. Can AI truly replace human interaction? Or will it leave customers frustrated and businesses disconnected? 👉 Read the full article to explore the real impact of AI on jobs, customer service, and the future of industries like contact centres. https://lnkd.in/ev5_wDNS #AI #FutureOfWork #JobCuts #CustomerExperience #Innovation #TechNews

We are pleased to be back following the summer break and to host our first Leaders' Summit in September. This morning's event was hosted by our CXFO partner Teleperformance where we discussed 'Realising ROI from Digital Transformation: Ensuring Operations Have the Right Skills, Tools, and Agility to Deliver Your Goals' The key takeaways from the event included: 💬Consistency at all customer touchpoints is essential. 💬Make better informed decisions from customer data. 💬Do your homework; language translations may not be as good as you think. 💬Your avatar will be contacting contact centres in the next 3 - 5 years 💬Make sure your front-line agents are not forgotten in this digital age. We are pleased to be joined by James Eyre, Andrew Field and Colleen McCann from Teleperformance, along with:  Jamie Robinson - Wargaming Sharon Burgess - Healix Katy Forsyth - Red Recruitment Magdalena Krzyżewska MILT - Stuart Kate Luke - Bellr William Patchett - StableLogic Chris Fox - Tesco Business Solutions Karen Riddle - Newbury Building Society Nicky Martin - Newbury Building Society Justin Gatenby - IBM Sofia Christou - NewDay Ilani Liebenberg - Benchmark Capital #CX #ContactCentres #CXFOEvents #CustomerExperience

The future of customer experience is here. Join our CX webinar to stay ahead of the curve in the AI era. 📅 Date: Tuesday 24th September 2024 🕒 Time: 12:00 PM (BST) 🔗 Register today: https://lnkd.in/eqtHRFre #CustomerService #AI #CX #Webinar

Missed it? Don’t worry! You can still access the recording and valuable insights shared during the webinar. Watch today!: 🔗 https://lnkd.in/etNBrFSA Keith Gait MBA CCXP hosted a webinar yesterday alongside Geoffrey Turner - Enterprise Account Director Genesys, Virginie Dabo - Konecta, Ralph Naicker - Konecta and Phil Crossley - Konecta We explored practical strategies for assisting customers and front-line CX colleagues who need help navigating this ever-changing digital landscape. You can check out all our upcoming webinars here: https://lnkd.in/eJs33VRX  #CXWebinar #WebinarReplay #CustomerExperience

Leaders Dinner next week!! Network with top CX professionals at our Leaders Dinner on 18th September. Learn, share, and apply the best practices in managing collections and returns during high-demand periods. 📅 Date: 18th September ⏰ Time: 6:00 PM - 9:30 PM 📍 Location: The Savoy Hotel, London 🔗 Register now: https://lnkd.in/exa7rGGJ #CXLeaders #CustomerExperience #ProfessionalDevelopment

Join us for an unmissable Leaders Summit! Are you ready to embrace tech-driven efficiency and meet growing customer expectations? Our summit, "Striking the Balance: Transformation, Commitments, and Cost Constraints," is designed for you! Gain valuable insights on: - Prioritising customer-centric initiatives - Smart technology investments - Optimising operations without compromising quality Don't miss out on this opportunity to transform your contact centre! 📅 Date: 17th October 🕗 Time: 8:30am - 11:30am 📍 Venue: The Savoy Hotel, London Register Now! 👉 https://lnkd.in/enw59iRZ #CustomerExperience #Leadership #TechTrends #LondonEvents #CXInnovation

🚨 Must-Read Report for CX Leaders! 🚨 This report explores how digital adoption impacts customer emotions, especially for older generations adapting to new tech like Apple Pay. 🧑💻💡 Key topics include: 💼 Employee Well-being & Leadership 💡 Enhancing Customer Emotional Connections 🌐 Digital Inclusivity & Collaboration Want to know how one company nailed the onboarding process? Or how to create a seamless CX in a digital world? Find out here! 👉 Click to read the full report! https://lnkd.in/eswvDPEZ #CXLeadership #DigitalTransformation #CustomerEmotions

Just one week until our next CX Webinar – make sure you don’t miss out! This webinar will discuss the key to exceeding expectations: an optimised voice of the customer (VOC) programme. Is yours fit for purpose? 📅 Date: Tuesday 17th September 2024 🕒 Time: 12:00 PM (BST) Register now 👉https://lnkd.in/efH_PmAj #CXWebinar #CustomerExperience #VOC #Webinar #ContactCentres