Category: Customer Experience

Digitising the Instore Experience

There’s no denying the fact we now live in a one-click society, where consumers are used to the comfort of buying almost any product they want with a click of button, and have it delivered to their home or place...

Transform Your CX With a Single View of the Customer

Brands are working harder than ever to enhance Customer Experience as people increasingly demand a streamlined and immediate service from the companies they interact with. Research from Dimension Data shows that 58 percent of consumers would be willing to spend...

It’s the end of Phone Support as we Know it (and I Feel Fine)

I rarely use and never want to pick up my phone anymore. That is, the phone part of the phone. I happily use my mobile phone all of the time – to communicate, read, and for entertainment. But using the...

CX Perception and Reality Highlighted in Study

A new report analyses the gaps between brands’ perceptions of the Customer Experiences they deliver and the reality. Zendesk Inc has revealed insights from more than 9,000 small and midsize companies, and while results indicate differences in their ability to meet the growing...

Rise of the Eco-Conscious Customer and the Impact on Retail

A majority of young British customers say they would reconsider their spending behaviours if retailers were better at communicating the environmental impact of their purchases. In new research from inRiver, 1,500 UK consumers between the ages of 16-44 were quizzed on sustainable shopping and...

DEWA Boosts CX With Smart Response Service

Dubai Electricity and Water Authority (DEWA), has launched its new Smart Response Service for electricity and water technical notifications, in a boost to Customer Experience. The Smart Response Service features early self-diagnosis of technical interruption within homes, reducing the necessary...

Star Power: Rise of the Review Culture

Are online ratings and reviews important to your business? They should be, as the influence of online product reviews on consumers continues to grow. Recently, Brightpearl conducted a survey of consumers, which reveals just how much we now rely on...

Freshworks Teams With DWP to Help Jobseekers Find Work

Global innovator in customer engagement software Freshworks Inc has been chosen by the UK Government to run its Find a job service. The company has been chosen by the Department of Work and Pensions (DWP) and will provide the support and...

Customer Expectations Wake-up call for Social Housing Providers

Social housing providers need to learn from organisations like Amazon and Royal Mail if they are to meet the expectations of their customers, according to a new report. A poll of almost 6,000 social housing customers shows that more than four-in-five...

UK Business Awards: 2019 Finalists Announced

The finalist line-up for the 2019 UK Business Awards has been unveiled, with a host of firms preparing to compete in  London for a title this November. Hosted by Awards International, which brings events including the UK Customer Experience Awards to...