Tag: Customer engagement

Bain & co, Kantar, and Qualtrics update their global CX standards

Following a 10-week industry-wide consultation, Bain & company, Kantar and Qualtrics have released their update of the jointly-endorsed Global Standards for Customer Experience. The revised standards are the result of cross-industry outreach and collaboration from the three firms, and introduce a...

The internet has made connection a whole new conversation 

As a Gen Z-er born in 1999, I’ve been online and with a phone in my hand for over half of my life. I got a non-internet flip phone just to text my parents and play Tetris at age 9,...

Eminent CX Leaders Gather for Second Annual Bucharest Conference

CX heavyweights are heading to Romania for the second annual customer experience conference later this month. Ian Golding, Mohamed Latib, Stefan Osthaus, and Codin Caragea will all feature at CX Conference Bucharest 2024 to be held on the 16-17 October. The...

Gen Z demand creative marketing with ‘cool’ content and imagery to keep brand loyalty

Almost half (46%) of UK Gen Z customers have abandoned a brand because they grew ‘bored’ of them, despite previous loyalty. The same rings true for 29% of other generations. The new research from SAP Emarsys has also found that...

Retailers prepare for early Halloween demand as spending hits $11.6 billion

Halloween shopping starts even earlier this year, with 47% of US consumers making purchases before October, according to the National Retail Federation’s (NRF) annual survey. The survey shows a 37% increase in early shoppers compared to five years ago. Overall, Halloween...

TikTok news consumption surges among young adults

According to a recent Pew Research Center report, there has been a surge in the number of adult Americans getting news from TikTok, with 17% of them now turning to the platform, compared to just 3% in 2020. The respondents come...

Pumpkin spice, social media, and early autumn flavours: what shoppers want this season

According to a recent Algolia report, 67% of US customers adapt their recipes and grocery shopping lists to accommodate the changing seasons. This number goes up to 77% for parents, emphasising the family-oriented aspect of fall festivities. One of the main...

Raiffeisen Bank Romania are the 2024 CX Team of the Year

Raiffeisen Bank Romania have been awarded the gold trophy for the CX Team of the Year at the European Customer Experience Awards 2024, organised by Awards International. “It’s truly incredible, it’s a real honour for us to receive this award. I...

Shoppers call for end to paper receipts in bid to save environment

77% of shoppers in the UK would be more likely to switch to digital receipts if they knew how many trees were cut down to produce the paper versions, new research from Yocuda has found. This research highlights how important business...

Personalisation isn’t working: more than half of consumers see irrelevant ads

Despite the recognised significance of personalisation for marketing efforts, more than half (56%) of consumers have admitted to still seeing ads that aren’t relevant to them. This follows news from this summer that Google had reverted on their plans to...