Category: Customer Experience

U.S. consumers slash spending but still say yes to summer

Summer isn’t cancelled, but it’s definitely been downsized. According to Trustpilot’s 2025 Summer Spending Survey, Americans are determined to enjoy the season, even if it means spending less, staying closer to home, and making tough tradeoffs to avoid blowing their...

Economic uncertainty is reshaping healthcare and spending across U.S. generations

As economic pressures intensify in 2025, Americans across generations are thinking about how they spend, save, and plan for the future. From rising tariffs to surging living costs, the landscape is forcing hard choices, many of which have unexpected ripple...

Five9’s Niki Hall discusses evolving contact centres in the Gen Z era

The contact centre market is one in flux with increasing demands for human services from end-users, and a business need for AI to deal with growing volumes of support issues to improve operational efficiency. Those supplying contact centre as a...

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%...

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...

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...

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...