Category: Customer Experience

The ‘Amazon Effect’ & On-Demand Delivery: The new Battleground for Retailers

Changing shopping habits and ever-increasing consumer expectations have led to decreasing profits, a sharp decline in footfall, and numerous high-street store closures. Meanwhile the internet retail giants, such as Amazon, have gone from strength-to-strength, increasing their market share and customer...

Right Here, Right Now: How to Handle Customers’ Changing Perception of Time

“Time heals all wounds,” they say… except for consumers. For them, it seems time actually exacerbates all wounds. We 21st century customers have become used to having virtually all we want – from online shopping to real-time support – in the...

Direct Mail & Email: A United Approach to Marketing

For many years the marketing world has been deliberating between direct email and direct mail to determine which strategy is the most effective. A number of different opinions and studies have been voiced throughout the years, none of which put...

Report Highlights What Turns Customers off Brands

Bad customer service caused UK customers to stop using a product or service 3.6 times in the last year, a new report has revealed. Based on a global survey of 2,000 customer-facing employees by CITE Research, including 500 in the UK, the report...

Confirmit hits the Jackpot in Las Vegas Customer Service Stevie Awards

Confirmit, one of the world’s premier names in VoC research, has won a major customer service award in the US. The company – which was a finalist at the 2018 UK Customer Experience Awards – claimed the Business Intelligence Solution – New Version title at...

AI Robots on way to UK Supermarkets

Fully-autonomous, retail service robots are heading to the UK for the first time and are set to “increase in-store efficiency, reduce operational costs, and improve customer satisfaction” in supermarkets across the country. The technology comes from Bossa Nova, a data service...

‘Poorer Shopping Experience’ Would Result From Supermarket Giants’ Merger, Watchdog Claims

The proposed merger between Sainsbury’s and Asda would lead to a “poorer shopping experience”, the Competition and Markets Authority (CMA) has warned. The concerns from the UK’s competition watchdog has cast doubts on the £12 billion merger – plans of which emerged last...

Putting the WOW in the Checkout Experience

Embracing technology is a prerequisite for success in the modern retail environment. There are many ways in which retailers can deliver a new in-store experience – and while some retailers will undoubtedly look to emulate the human touch free Amazon...

O2 Signs Crowdsourced Data Deal to Boost CX

Telefónica, whose O2 brand has enjoyed success at the UK Customer Experience Awards, has announced a new deal to use crowdsourced data as its global standard for mobile network CX testing and benchmarking. The firm has signed an agreement with the world’s...

NBF: Building Competitiveness Through Employee Engagement

The Overall Winner at this year’s Gulf Customer Experience Awards has spoken of its goals regarding hiring the very best talent in the region – and keeping them engaged as valued employees. The National Bank of Fujairah secured Gold category wins...