Tag: Customer Experience

The real secret behind customer retention in 2024

Think about when you are having a frustrating experience with an online brand. On average, how long do you estimate you persist before giving up? If you said, “less than a minute,” you’d be right. You’d also be part of...

This week in CX: top hospitality and travel companies pose security risks

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the latest research in the workplace, and it’s already time to look at the Golden Quarter of holiday season shopping. We’re also discussing...

Customers crave genuine brand experiences, not just a loyalty programme   

In today’s climate of economic uncertainty for companies and customers alike, brand loyalty is no longer a given. To stay with a brand, customers are demanding even more. It’s not just about better prices, they want experiences and connections. In 2023, loyalty achieved...

Consumers want a human touch in customer service

Twilio released a study showing that consumers want to talk to real people. The study found that 48% of UK and German consumers feel most understood when speaking to a person. This suggests that good listening is crucial for building...

How technology is transforming customer experience automation

Automation plays an important role across many functions and industries, from automating quality assurance (QA) in contact centresto the electronic organisation of health records that improve patient experience and healthcare outcomes. Customer experience (CX) is also a common area for automation. Businesses often rely on customer...

This week in CX: mobile errors are causing consumer distrust and discomfort

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the latest research in AI attitudes and advancements, progress in the retail industry, and flexible workspaces. We’re also discussing new research into customers...

Is AI going to save the CX industry?

68% of CX leaders are expecting an end to traditional customer experience as we know it, according to new research released from Zendesk. Nearly 7 in 10 UK CX leaders believe the volume of customer service interactions will increase five times...

First price-drop in shops for three years

For the first time in nearly three years, there has been a drop in shop sales. Prices in August were down 0.3% from last year – the lowest rate since October 2021. The research also marks the first period of...

Hundreds of discounted first-class tickets sold due to Qantas pricing error

Qantas offers refunds or upgrades to business class for hundreds of passengers who mistakenly bought first-class flights at a significantly discounted price. The error, which was caused by a coding glitch, resulted in flights between Australia and the US being advertised...

UK to see the largest rise in AI-generated social media marketing content

UK businesses plan to use GenAI for an average of 48% of their social media content by 2026, up from 36% in 2024.  In fact, reliance on GenAI for content creation is supposed to increase at a faster rate in the...