Category: Customer Experience

‘Supermall’ Spending Strengthens, Stifling Town Centres

As physical retail spend comes under increasing threat from online channels, ‘supermalls’ are set to outperform the total offline market over the next five years, as their destination appeal will ensure that growth is resilient, according to new research.  A report...

Embracing the Profit Potential of the Over-50s

Millennials and Generation Z may be the customers of the future, but retailers right now need to concentrate on the customers of today – and that means embracing the over-50s. This generation has money to burn…and is increasingly spending it. In 2016,...

CX and Automation Demands Will Drive European AI Investment to $5 Billion

Artificial intelligence (AI) systems spending will reach $5.2 billion (£3.9b) in Europe this year – a 49 percent increase over 2018, according to International Data Corporation’s (IDC) Worldwide Semiannual Artificial Intelligence Systems Spending Guide. AI solution adoption and spending are...

London Tops CX Career Opportunity Rankings

London is the global centre for senior Customer Experience career opportunities, new research has shown. A study by customer insights technology company Feefo was conducted by trawling more than 120,000 job listings from ten leading countries, retrieving senior Customer Experience job roles and...

Free Webinar: Brand Messaging With Burger King and Millennium Hotels

Nearly two-thirds of Millennial and Gen Z consumers express a preference for brands that have a point of view and stand for something. As customers demand a more personalised and meaningful relationship with the brands of their choice, it is...

Quiz: How Well do YOU Know Your Contact Centre?

Daniel Ord is the Founder of OmniTouch International, and one of the global Contact Centre industry’s most influential figures.  With over 30 years of experience under his belt, Daniel is bringing his expertise to a wider audience with a new Masterclass...

Emirates Tops UAE Customer Satisfaction Index

Gulf Customer Experience Awards winner Emirates has topped a customer satisfaction index for the UAE, with the airline beating brands including Honda and Apple.The Kuwait-based Service Hero platform collates customer satisfaction data from a wide range of sectors across the...

Customers Frustrated Over ‘Disjointed Encounters’

Two-in-five consumers would consider switching to another retailer after two bad experiences with a brand.  That is among the findings of a study by customer engagement software firm Thunderhead, which surveyed 4,000 consumers in the UK and US to uncover what...

Accelerating Business Through Customer Centricity

Customer centricity is a reflection of our culture, process, Customer Experience, customer friendliness, and customer satisfaction surveys. It is also an association of our product and quality services offered to our long-standing customers. According to recent research, 89 percent of...

Research Offers Insight Into Customer Loyalty

Almost half of UK customers (47 percent) believe it no longer pays to be loyal, according to a new report into consumer attitudes. The research by ELLO Media found that out of 1,000 customers, 57 percent have switched providers in at least one...