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1 week ago | 
processexcellencenetwork.com | Amelia Brand
Business process management (BPM) is undergoing a major evolution as organizations adopt new tools to achieve efficiency and innovation. At the heart of this shift is the integration of intelligent technologies – particularly artificial intelligence (AI) and advanced analytics – that empower teams to understand, optimize and transform their operations faster and more effectively than ever before.
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2 weeks ago | 
cxnetwork.com | Amelia Brand
Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer When transparency backfires: lessons from Amazon’s tariff controversy Add bookmark When news broke that Amazon might start listing tariff costs on some of its product pages, it looked...
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2 weeks ago | 
cxnetwork.com | Amelia Brand
Over the weekend, shoppers at Marks & Spencer’s flagship Marble Arch store were met with a surprising sight: empty food shelves and handwritten notices apologizing for “technical issues.” The culprit is a sophisticated cyberattack that has disrupted the operations of one of the UK’s most respected retail brands and posed a major test of its customer experience (CX) resilience. Don't miss any news, updates or insider tips from CX Network by getting them delivered to your inbox.
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3 weeks ago | 
cxnetwork.com | Amelia Brand
Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Cursor users cancel after chatbot lies about device limits, sparking viral backlash Add bookmark Listen to this content Audio conversion provided by OpenAI Presenting a warning about...
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3 weeks ago | 
cxnetwork.com | Amelia Brand
Qualtrics introduced its latest innovation, Experience Agents™, at X4 2025: The Experience Management Summit. The announcement marked a significant step in the evolution of experience management, signalling a new era defined by autonomous agentic artificial intelligence (AI).
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3 weeks ago | 
cxnetwork.com | Amelia Brand
The “King of CX” unpacks the psychology behind brand intimacy Add bookmark Listen to this content Audio conversion provided by OpenAI At this year’s X4 Summit in Salt Lake City, CX Network sat down with one of the most insightful voices in customer experience (CX) - Ken Hughes, widely recognized as the "King of CX." With his background in consumer behavior and brand relationships, Hughes brought a unique perspective to the emotional undercurrents driving modern CX.
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1 month ago | 
cxnetwork.com | Amelia Brand
Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Artificial Intelligence in CX Contact Center Customer Data, Insights & Analytics Customer Experience Customer Loyalty Customer Service Voice of the Customer Explore the strategic role of AI in CX with insights from Qualtrics' XM Institute Add bookmark At this year’s X4 Summit, CX Network’s Amelia Brand caught up with Isabelle Zdatny, head...
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Oct 16, 2024 | 
hrreview.co.uk | Amelia Brand
Employees are demanding more from their employers, but nothing is quite as magnetic as an attractive workplace culture, according to research. WorkBuzz’s State of Employee Engagement Report 2022 reveals that 45 per cent of UK employees and business leaders rank “a great culture” as the most important factor when looking for a new job. The research was conducted with more than 300 UK business leaders, HR professionals and employees, and drew on insights from more than 400 UK organisations.
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Oct 15, 2024 | 
hrreview.co.uk | Amelia Brand
Remote working is one of COVID-19’s biggest legacies. According to government data, only one in 20 (5%) of the UK workforce worked from home in 2019. Fast forward to now and these numbers have more than doubled, with one in eight (13%) people working exclusively from home. But while many UK organisations report benefits such as increased productivity and a better work-life balance, the rushed transition to remote work hasn’t come without its challenges.
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Oct 14, 2024 | 
hrreview.co.uk | Amelia Brand
In a bid to reform its workplace culture, the BBC has banned the use of the word “talent” when referring to high-profile staff, according to Director General Tim Davie. Speaking on BBC Radio 4’s Today programme, Davie said the corporation is committed to fostering equality and addressing issues of workplace misconduct, which have come to light following recent scandals.
