Category: CXM News

UK supermarkets provide #1 excellent personalised content

In new research to find the UK’s best industries for personalised content, supermarkets have ranked first. “Supermarkets benefit from having access to a huge amount of data – from purchase frequency to brand preferences.” says the president of Optimizely, Shafqat...

Poor service has set customer satisfaction to lowest levels since 2010

UK customer satisfaction levels are at their lowest since 2010. The latest UK Customer Satisfaction Index (UKCSI) has seen a drop of 0.8 points since July 2023 to 75.8 out of 100.“The UK Customer Satisfaction Index is the independent barometer...

Consumers are committed to fashion brands despite economic difficulties

55% of UK consumers still actively engage with their favourite fashion brands, even if their financial situation doesn’t currently allow them to purchase their products. Consumers see this engagement as a view of purchasing once again as soon as their...

Exclusive community discounts will foster strong customer loyalty and connections

Exclusive retail offers are recognised as a key driver in customer loyalty. The new research comes from a survey conducted by SheerID, in its 2024 Customer Loyalty Report. Nearly three quarters of respondents feel more emotionally connected to brands that give them...

Five9 launches AI suite to revolutionise customer experience

Five9 revealed an AI suite designed to boost customer experiences last week. The platform includes a four-step process to help businesses identify and implement AI solutions quickly and deliver measurable returns with Five9’s guidance. “AI has enormous potential to improve the customer...

Vinted responds after update made platform impossible to use

The second-hand online marketplace Vinted has listened to customer feedback and abandoned their recent update. The app originally set out to change its delivery options, and remove couriers. The company eventually backtracked after users shared frustrations that it would make...

Poundland announces headcount reduction

Discount retailer Poundland is restructuring its head office in Walsall to cut costs and improve efficiency. The company strives to simplify operations to serve its customers better and remain competitive.Poundland has started a restructuring process that will affect approximately 60...

This week in CX: Britain responds to ad tiering and calls for subscription changes

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the latest research affecting employees – including how CEOs rank their workforce, new calls for the 4 day working week, UK skills...

UK’s skills gap hampers career progression

A widening skills gap in the UK is threatening both employee progression and business success, according to new research.ADP’s People at Work 2024 report reveals a global workforce increasingly doubtful about employers’ commitment to skill development. This skepticism is particularly pronounced in the...

Generational differences for better customer service are revealing new standards

Older generations of customers show less loyalty and patience towards brands than the younger Gen Z (aged 12-27), a new study by Zoom has found. This research comes from Zoom’s Morning Consult survey, examining how consumer expectations have shifted, and...