Category: Customer Experience

Text Me, Don’t Email Me: The Retail CX Wake-Up Call

New research from UJET reveals a major shift in what truly influences consumer buying decisions. Hint: it’s neither AI nor a fast reply. It’s not even empathy from human agents. Today, nearly half of consumers (46%) say a mobile-friendly customer...

EagleAI’s Cédric Chéreau Talks Helping Tesco Personalise and Boost Transactions

UK supermarket Tesco has 22 million Clubcard customers and 18 million Tesco app users, but how to create individual offers based on the massive amount of data? CXM recently sat down with Eagle Eye’s EagleAI division head, Cédric Chéreau to...

Hotel Staff and Travel Agents Just Got AI Teammates, Meet Talkdesk Experience Clouds 

Talkdesk is stepping up to meet the chaos and complexity of modern travel and hospitality by launching two industry-specific solutions: Talkdesk Travel Experience Cloud and Talkdesk Hospitality Experience Cloud. These new platforms are designed to tackle some of the most...

Online Shoppers are Getting Smarter, And More Sceptical

According to new research from Akeneo, today’s shoppers are savvier and more selective than ever, especially during high-profile online shopping events like Amazon Prime Day. The survey shows that 90% of consumers say that product reviews directly impact their purchase...

VCCP’s Watermelon Launches Canvas, A Voice of the Customer Platform

June sees many launch and promo events highlighting the power of new software for the CX world. One that grabs our attention at CXM is Watermelon. The CX consultancy has launched a Voice of the Customer (VoC) platform Canvas. It...

From Free Returns to Fraught Refunds – Finding CX Balance in Post COVID Return Policies

When the pandemic forced British high-street stores to shutter globally, it led to an unprecedented surge in online retail. In the UK, for instance online retail penetration surged from 20% to over 35% during 2020–2021 alone, according to the ONS....

Pay to Stay Behind? Inside Wizz Air’s Unusual Customer Strategy

As the summer travel season heats up and pressure mounts on airlines, Wizz Air, one of Europe’s largest low-cost carriers, is testing a new strategy to manage overbooked flights—by asking passengers to volunteer before they even reach the airport.Passengers booking...

Your Cheap Designer Dupe Might Be Paying for Organised Crime 

In a startling revelation, a new study from the Transnational Alliance to Combat Illicit Trade (TRACIT) reveals that counterfeit goods are fuelling a massive underground economy in the UK, with everyday consumers unknowingly contributing to a criminal enterprise worth billions.According...

Why Are Brits Late to the Instant Payment Party?

Despite the rise of instant digital payments around the world, new research from FICO reveals that UK consumers are trailing their European neighbours in the use of real-time payments (RTP). While a solid 79% of UK respondents reported having sent...

Survey Reveals Luxury Demand Softens as Consumer Optimism Falls

Luxury consumers are growing more cautious, which is reflected in the lowered demand for high-end goods as confidence in the economy continues to slip.The latest Saks Global Luxury Pulse survey found that only 28% of luxury consumers feel optimistic about...