Category: Customer Experience

Cranfield School of Management Among World’s Best in Wall Street Journal Rankings

Cranfield School of Management, which partners the UK Customer Experience and Employee Experience Awards among others, is celebrating after its MBA and its Finance and Management MSc were named as two of the world’s very best programmes in the new...

Five Retail Predictions That Didn’t Occur in 2018…but Might in 2019

2018 has been a turbulent year in the retail sector – some of the key trends and developments that many thought would come to pass have yet to gain widespread traction, while others have definitely come to the forefront. Retailers...

Cyber Sceptics: UK Customers Prefer People Power

UK shoppers would rather deal with real people, not robots or Artificial Intelligence when it comes to shopping. That is the findings of a new study by marketing agency Gekko, titled Service not Sci-fi. It found that 81 percent of UK shoppers claim...

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...