Author: Geoff Spick

The Future of Customer Experience Beyond the Petrol Station Forecourt

Petrol/diesel/fuel/electric, whatever you put in your vehicle, there’s something vaguely depressing about the modern forecourt. Fortunately, it is due for an upgrade as smart solutions hit the pumps. That could help in the UK, where the one member of staff at...

US Retailer Giant Eagle Revamps Loyalty Scheme

Legacy loyalty systems are just one element of business that weigh heavily on grocers and most other retailers. They’re expensive to maintain (writes someone with a Nectar card with all the numbers rubbed off), slow to adapt, and rarely deliver...

Delta Talks Up Leading CX Among US Airlines

Having announced third-quarter operating revenue of $16.7 billion and operating income of $1.7 billion with an operating margin of 10.1% last week, Delta Air Line’s earnings call went into some detail on the customer experience improvements the airline continues to...

Medallia Research Talks Up Conversational Intelligence as the Future of CX

In a blizzard of research and reports this week, Medallia keeps up the pace of industry chatter with a new insight into “Conversational Intelligence: The New CX Advantage.” The report highlights how businesses are missing out on growth opportunities by...

Ipsos and Engage Report on Human vs. Digital Interactions in CX

Fresh from the Engage Customer Experience Summit, one of the main talking points was a new report from Ipsos and event host Engage. Authored by Ipsos’ Jamie Thorpe and Matthew Chatterton, along with Nick Rust, MD at Engage, the report highlights...

Event Report: Engage Customer Experience Summit, London

This week’s CXM day out saw us take to the leafy autumnal peace of Battersea Park where, in between the trees emerges Evolution, for Engage Customer’s latest event. Set in an events space crammed with customer experience brands and seven...

Gartner Highlights the Most Valuable AI Use Cases for Customer Service

Gartner’s HR Symposium/Xpo series is kicking off in London today. Taking in stops at Florida and Sydney over the next few weeks. An invaluable resource for HR leadership teams to reimagine their strategies, nudged by Gartner’s research. There’s plenty of...

SAP Emarsys’ Customer Loyalty Index Shows Trend Loyalty is Here to Stay, Briefly

For every company that talks a good loyalty story, their hyper-focus on churn and pleading attempts to retention suggest that, even for confident brands, their concern over blind customer allegiance is growing. Data from SAP Emarsys’ only reinforces that notion....

Hubspot’s Spotlight Focuses on AI Project Delays and Roadblocks

The challenges of AI are manyfold; from worker over-enthusiasm, customer friction, legislative risks and operational issues. Hubspot’s latest survey of UK business leaders, captured during the latest Fall Spotlight analyis, reveals that while many are making plans for this AI-powered...

Qualtrics’ UK Consumer Research Highlights Low Trust in AI

Arriving on CX Day, new research from Qualtrics reveals that AI-powered customer service is falling short for UK consumers, costing brands loyalty and sales. The 24-page Consumer Experience Trends Report shows that only 5% of UK consumers say they would prefer...