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Know Me or Lose Me report highlights the cost of customer service slip-ups

UK Brands and businesses continue to shed loyalty and income due to poor customer service. Over half (53%) of UK businesses report losing millions in revenue due to poor customer experience, according to new research from AND Digital. The findings...

GDPR fines, AI fears, and vendor breakups: Irish businesses say trust is now a dealbreaker

Seven years after GDPR reshaped how businesses handle personal data, Irish firms are still struggling to get it right, despite nearly all of them claiming otherwise.A new report from SurveyMonkey, released to coincide with the regulation’s anniversary, finds that 58%...

Airship launches no-code tools for real-time, personalised CX

Airship has rolled out two new no-code capabilities, Branching and Custom Views, to give customer experience teams the power to build rich, personalised journeys without writing a single line of code.The updates are part of the Airship Experience Platform...

How Landmark Information Group rebuilt trust, redefined CX, and won gold along the way

When Landmark Information Group, a land and property data supplier, launched its much-anticipated product upgrade six years ago, the expectation was to elevate a trusted legacy into a more modern, tech-forward future. What followed, however, was something no one anticipated—a...

Your next coworker might be an AI avatar

A new report from Colossyan is painting a vivid picture of the future workplace—and it includes AI avatars in the starring role. According to the State of AI Avatars Report, 91% of U.S. workers believe AI avatars can help boost...

58% of Brits will ditch a brand for a bad app—here’s why

Amplitude has released a new study revealing just how critical a seamless mobile app experience is to maintaining brand loyalty in the UK. According to the study, which surveyed 2,000 UK smartphone users, over half of consumers (58%) would consider...

This week in CX: lost items, AI breaches & summer travel realities

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored a range of stories shaping consumer trust and travel, from shifting expectations in summer travel to digital scepticism, and the evolving airport experience at...

Persado’s compliance AI tackles financial marketing’s biggest bottleneck

Content generation solutions vendor Persado has launched an agentic AI platform that promises to eliminate the long, painful back-and-forth between marketing and legal teams and do it without sacrificing brand voice or performance.Dubbed Persado Marketing Compliance AI, the platform is...

72% of customers are happy to pay more if brands make it worth their while

A new study from Qualtrics XM Institute suggests businesses may be leaving money on the table simply by delivering a subpar experience. According to the data, 72% of U.S. consumers say they’re willing to pay more for a premium experience....

Practical tips for using incentive programmes to improve customer loyalty

Having quality products and offering great customer service isn’t always enough to push customers to make repeat purchases. Sometimes, a little extra incentive or motivation helps.Few things are more motivating for customers than the ability to turn their brand loyalty...