Week 1: What's CEXy?

Hello and welcome to our first ever newsletter!

Each week, we'll provide 10 facts, stats or hot topics relating to CX or EX. For those wondering, CEX = Customer & Employee Experience.

It's meant to be short & sweet. We will do all of the research for you. All we ask in return is that you share this with another person who may find it useful.

So what's CEXy this week?

Employee Experience

#1 - Did you know ....

More than 3,300 employees at 70 UK companies have begun working a four day working week with no reduction in pay. The pilot project, coordinated by Day Week Global, will run for six months between June and November 2022. Similar studies conducted across Japan and Iceland have found significant benefits related to employee wellbeing.

#2 - Leveraging employee feedback to drive continuous improvement

Google recently launched a new employee crowdsource initiative called “Simplicity Sprint”. According to inc.com, a 3 question survey will be sent to all employees with the focus on highlighting areas to improve focus & business efficiency

• What would help you work with greater clarity to serve our users and customers?

• Where should we remove speed bumps to get better results faster?

• How do we eliminate waste and stay entrepreneurially focused as we grow?

#3 - The great resignation is hitting contact centers the hardest

A recent survey saw 67% of employees working in UK contact centers admitting that their mental health has been impacted over the last year. Similarly, 72% of workers say they're burnt out, or will be imminently. This has lead to over 65% of contact centers observing an increase in agent attrition over the past year.

#4 - Top reasons employees are quitting

A survey compared respondents who were highly likely to look for another job and compared it to respondents who were very unlikely to look for another job. People leaving their jobs are less likely to;

• Find their job fulfilling (-14% difference)

• Feel that they can be their true self at work (-11% difference)

• Feel fairly rewarded financially (-9% difference)

• Feel their team cares about team (-9% difference)

• Feel that their manager listens to them (-7% difference)

Contact Centers

#5 - The Triangle of Pain

A recent survey highlighted the triangle of pain for contact centers;

59% of respondents stated that contact volumes (chat, emails, calls) are spiralling beyond their capacity to handle them;

• More calls: 86% of respondents reported a massive increase in call volumes YoY

• Complex calls: 43% indicated that calls have become longer / more difficult

• Skilled staff: 47% reported employee retention to be the #1 priority

#6 - Omnichannel interactions are on the rise

91% of respondents noted an increase in email, chat & messaging as a total proportion of contacts. Over 65% of respondents claimed that non-voice contacts will exceed 40% of total contact volumes by 2024.

#7 - AI to the rescue?

73% of respondents have been utilizing AI within their contact centers, with the major use cases being conversational AI or Intelligent Virtual Agent (IVA) call routing.

#8 - Tech Support can't keep up

Whilst 99% of UK contact center leaders plan to upgrade technology within the next 12-24 months, 85% of respondents claim that they don't currently have the internal capability to support these upgrades.

Other bits & pieces

#9 - Should snail mail be part of your marketing strategy?

A survey conducted by RRD found that 51% of consumers were more excited to receive direct mail in 2021 than they were in 2020. Interestingly, Gen Y respondents were the most excited to receive snail mail whereas Baby Boomers were the least excited. One hypothesis is that Gen Y respondents are refreshed by snail mail as it removes them from their daily digital delusion.

#10 - Beacons will blow your mind

A survey from Retail Dive found that roughly two-thirds of shoppers under the age of 35 research products on their smartphones while in a store. Another study found that over 70% of shoppers say that beacon-triggered content and offers increased their likelihood to purchase in-store.

Want to find out more about in-store beacons? Read here; it'll blow your mind!

Image of the week

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Au Revoir,

Ben