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Harnessing artificial intelligence to elevate immersive customer experiences

Everyday we are bombarded with countless different distractions. Be it a ping on our phones or smart watches, an email notification on our laptops or an eye-catching advert on a digital billboard – there are endless diversions that pull us...

The modern retail customer wants more than just an experience

Consumer attitudes and behaviours are changing. People are seeking value from their shopping, and while price will be the ultimate purchase driver, there is a reluctance to compromise on convenience and values. Expectations of service, retail technology and sustainability are rising. The future of...

The importance of building a strong whistleblowing policy and procedure in 2023

In today’s dynamic work environment, whistleblowers play a vital role in uncovering workplace misconduct and potential company threats or risks. This is acknowledged during World Whistleblowers Day on 23 June.Examples of whistleblowing include criminal activity, such as theft, or unethical or...

This week in CX: brand recommendations are pointless if you don’t know your customers

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at conflicting consumer opinions on AI, shoppers saying their favourite essential brands don’t know them well at all, and the costs of having to...

Why maintaining marketing budgets is crucial during economic uncertainty

2022 cemented the impact of the cost-of-living crisis, with businesses and consumers feeling the pinch. Despite this, the latest Advertising Association (AA) and WARC Expenditure Report found that the UK’s ad market grew by 8.8% to reach £34.8 billion last year. However,...

Why brand bravery will win the war for consumer trust

Experts in trust in the digital age rightly note it’s still just as elusive as ever. According to Rachel Botsman, emotion remains a more important driver than fact. Consumers are taking huge leaps of faith when deciding to place their confidence...

Banks can better support vulnerable customers with better UX

In May 2022, the FCA announced that 47% of UK adults showed one or more characteristics of vulnerability. This is up from 46% in February 2020, which equates to an increase of 0.9 million adults from 24.0 million to 24.9 million...

This week in CX: customer service at breaking point

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at the rise in digital wallets, the huge shift in the world of marketing, and how customer service is at a breaking point.Key newsThe...

How hospitality leaders should prepare for travel spending spike

The U.S. travel association has estimated travel spending will increase by 48% in 2023, compared to the pandemic low in 2020. And as expected, the year has got off to a strong start. In January, Barclays reported a 66% increase in travel spending compared to 2022, in spite of the cost of living crisis. One thing is for certain – hospitality...

How call centre agents can improve their mental health and wellbeing

Call centres are at the heart of many large organisations. Its employees are under an increasing level of pressure to meet the rising demands of customers. How can customer service agents ensure they are looking after their mental health? What...