Category: Customer Experience

Pain in the Age of the Customer

A rather clever and interesting experiment, led by Michael Treadway at Vanderbilt University, sheds light on what we, perhaps intuitively always knew.Humans hate effortThe experiment is an insight as to why we humans hate effort. What exactly happens in our...

Making the Most of the Christmas Countdown

With Christmas holiday spending in the UK set to jump by nearly 25 percent from last year, the importance of the festive period for retailers is clear to see.   The sheer volume of peak period spending is further emphasised by...

Report Reveals ‘Changing E-Commerce Preferences’ of Customers

Part of the reason why it’s so exciting to work in e-commerce is because it’s an ever-evolving industry. Technology is always advancing in leaps and bounds – and with it, users’ relationships to the internet and their mobile devices. This,...

Receipt Regret: Most Brits Unable to Return Xmas Gifts

Nearly all of customers’ paper receipts (90 percent) end up lost, in the bin, or too faded to use, causing a significant problem during Christmas, the biggest retail event of the year. According to digital receipts platform Flux, whose survey asked...

Truth Hurts?: Customers Lying on Feedback, Study Shows

A majority of customers  have lied about their experiences for personal gain, according to new research. A total of 92 percent of customers admitted this in the study by BI Norwegian Business School. Dishonest customers aim to gain some reward, present themselves in...

Successful Cross-Selling in Telco is About Rethinking Personalisation, Study Shows

New research has revealed that 37 percent of consumers buying telco products are persuaded to opt for cross-sell opportunities such as TV and broadband packages after seeing deals online. However, the findings by retail & telco technology experts Conversity show this figure stands at...

2019: Three CX Trends to Look out For

In a world where customer experience is now as important as – or even more so – than the product itself, brands can no longer compete based just on price and functionality. They need to be relevant and they need...

Diners Hungry for Robo-Restaurants

A new survey reveals that more than half of restaurant customers would eat food made by robots – if it tasted good. The Refuelling Rituals survey – published by London-based international customer experience and branding agency I-AM – states that 56...

A Marriage Made in Heaven: Why Brands and Retailers can Work Things Out

Brands vs retailers – a battle that has rumbled on throughout the ages. They’ve competed for our attention, money and loyalty from the High Street boom of the 1860s through to the golden age of the 1960s. The contest is...

CXM Partners 2019 Call & Contact Centre Expo

Customer Experience Magazine is partnering with the Call & Contact Centre Expo, Europe’s largest and most comprehensive event connecting industry professionals with the tools, techniques, and systems revolutionising the world of customer engagement. Coming to London’s ExCeL on March 27 –...