Category: Customer Experience

KIKO Milano Opens Fulfilment-Only Store in London to Speed Up Online Orders

Cosmetics brand KIKO Milano is stepping up its e-commerce game in the UK by opening a new London-based warehouse designed exclusively to fulfil online orders, as part of a fast-track logistics upgrade powered by tech firm Logistics Reply.Instead of a...

Tech Improves Dining Experience for 57% of Consumers

According to new consumer data released by HungerRush, America’s appetite for quick-service and fast-casual dining remains strong, despite inflationary pressures. A striking 93% of consumers still visit these restaurants at least once per month. However, diners are becoming more selective:...

Freshworks’ Freddy: Agentic AI Launched at Refresh, Mika Yamamoto Explains It All

Freshworks took over Arsenal’s Emirate’s Stadium in London last week for the Refresh Europe event, with partners, customers, prospects and CXM in attendance. The main focus of the event, aside from the value Freshworks provides through the ease-of-use in Freshdesk...

Brits Lose Patience with Poor Customer Support, and They’re Not Afraid to Walk Away

According to new research by Quantum Metric, more than half of Brits (57%) have abandoned a purchase simply because of poor customer support, proving that bad service doesn’t just hurt brand perception — it hits the bottom line. Whether it’s...

Message Received: The RCS Revolution Is Here

Business messaging is evolving fast, and Infobip is at the centre of it. According to Infobip’s new report, Rich Communication Services (RCS) messaging is seeing explosive growth, redefining how brands connect with their customers. Based on over 530 billion...

Flying in 2025 Means More Stress, Fewer Bags, and Lower Tolerance

As peak summer travel ramps up, a new survey from luggage shipping company LugLess reveals what many frequent flyers already suspect: air travel in 2025 is less about the joy of the journey and more about managing stress, cutting corners,...

AI Is Running Customer Service. Are You Ready for It?

Artificial intelligence has moved out of the sci-fi world and into everyday life, now powering the backbone of most customer service desks. In 2025, the role of AI has expanded beyond simple automation, evolving into a sophisticated orchestration of personalised,...

From Champagne to Sweatpants: What Consumers Are Cutting to Afford Groceries

According to Blue Yonder’s latest survey, as many as 85% of consumers worldwide are worried about the continued rise in grocery prices. Conducted across key markets including the U.S., U.K., France, Germany, Australia/New Zealand (ANZ), and the Middle East, the...

Gift Cards Are the New Currency, And Everyone’s Cashing In

Despite persistent economic uncertainty, American consumers are planning to buy more gift cards in 2025—10% more than they did in 2024, according to new research from Blackhawk Network (BHN). With inflation and cost-of-living pressures still top-of-mind, gift cards are becoming...

Starbucks Equips Baristas with AI Assistant to Speed Up Orders and Cut Downtime

Starbucks is introducing a generative AI assistant, Green Dot Assist, built on Microsoft’s Azure OpenAI platform, to help baristas answer questions, solve equipment issues, and streamline service in real time. The assistant is already in pilot at 35 locations, with...