Author: CXM Editorial

Spending on Programmatic Ad-Buying to Soar in 2018

Adobe has released the results of its survey into the attitudes and predictions of European advertising agencies and professionals. The survey reveals that 100 percent of brands are looking to take some (38 percent) or all (62 percent) of their programmatic...

‘Regifting’ and Avoiding Relatives: Christmas Day Phone Habits Revealed

A survey of 1,000 UK consumers from Sapio Research revealed that phones will be a permanent fixture this Christmas day with each person spending an average of 103 mins each on their phones, and a third of us (32 percent) spending more...

‘Prisoner’s Dilemma’ Chart Predicts Pound’s Chances as Brexit Talks Continue

Following the recent deal between the UK and the European Union  to move onto the next phase of Brexit negotiations, financial experts are trying to predict what the new political landscape means for the future of Sterling. Now Dutch lender ING...

CX Awards Partner Cranfield University Wins Queen’s Anniversary Prize

Cranfield University has become the first institution to win a prestigious Queen’s Anniversary Prize for work on soil science. The institution’s prestigious School of Management is a major partner of the UK Customer Experience Awards, the UK Digital Experience Awards, and...

Bitcoin Bubble Burst Predicted

Bitcoin’s growth is continuing apace, hitting a new high earlier this week of  $9,700, and although early investors are happy at the rise in value, banks are worried that the bubble will burst with major fallout. There are predictions the cryptocurrency’s...

Decline in Traditional Complaint Channels

It seems clear that the great British public will now very rarely be bothered to write or call companies when something is wrong. Instead we are likely to simply moan or let rip on social media before stopping to use...

Chatbots ‘Could Cut Call Wating Times’

Following Which?’s recent naming and shaming of energy companies who keep their customers waiting too long on the phone, Aspect Software has called for better self-service platforms to improve CX. A third of energy companies left Which? waiting for over 20 minutes, but calls...

Uphill Battle for UK’s Online-Only Services

The annual ‘Connected Life’ survey from global researchers Kantar TNS explored this year how consumers are accepting online customer service. The research – from 70,000 correspondents from 56 countries, including over 3,000 from the UK -indicated that online customer service...

Black Friday Shoppers to Spend ‘£20 billion’

A predicted £20 billion Black Friday spending spree is helping to save retailers from a sales-dip in October. That is according to e-commerce firm Salmon, whose Global Head of Consultancy and Innovation, Hugh Fletcher, spoke out after the release of retail...

Great Customer Service Makes Sound Business Sense

Despite plenty of evidence that shows people are feeling economic pressure, the annual ‘Customers in Britain’ survey also underlines the strong priority we consistently put on customer service, and a willingness to pay well to get the best. Of course, providing...