Category: CXM News

To AI or not to AI: 92% of customers say NO to AI agents

Intradiem’s latest research highlights a significant disconnect between contact center leaders’ priorities and consumer preferences. According to the findings, 92% of customers prefer interacting with human agents over AI-driven bots in contact centres. While businesses are increasingly focused on the...

Consumers start holiday shopping early amid concerns over in-store prices

According to a new Gartner survey, 32% of customers plan to start their holiday shopping before November of this year. The study reveals changing shopping habits, with only 14% of U.S. consumers planning to spend more than the previous year....

Amazon makes it easier for customers to access products across Europe

Amazon has launched Export Central, a tool aimed to provide customers in 39 European nations with a broader selection of products.Sellers that use Amazon’s Merchant Fulfilled Network (MFN) can now offer their products abroad, allowing buyers in countries without an...

44% of shoppers spend 3+ minutes finding what they need in search results

Consumers are increasingly having trouble finding the right items when shopping online. A new survey from Constructor reveals the search struggles and slowdowns people have when they search and browse e-commerce websites, excluding Amazon.Most shoppers (68%) cite search difficulties as...

UK businesses must act on customer service failures

The energy regulator, Ofgem, has warned companies to improve their customer service or face consequences.Experts at money.co.uk have revealed that over 265,000 complaints have been filed against firms in England and Wales since January 2024. Citizens Advice data shows that...

Gen Z and millennials opt for instant messaging, shunning work phone calls 

According to a recent survey conducted by global recruitment agency Robert Walters, Generation Z and millennial professionals are increasingly avoiding phone calls at work, preferring email and instant messaging instead. According to the report, 59% of Generation Z and millennials (born between...

Using AI tools may be necessity for salespeople to meet their targets

New survey research from Gartner has found that salespeople who effectively partner with AI tools are 3.7 times more likely to meet their targets than those who do not.“AI partnership involves leveraging technology skills-use-case selection and prompt engineering- to automate...

This week in CX: CX quality is at its lowest point since 2016

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the latest research impacting employees, and the latest retail updates as we prepare for the Golden Shopping Quarter.We’re also discussing new research...

Nearly 60% of consumers plan to cut everyday purchases for holiday shopping

59% of shoppers are saying they plan to cut everyday purchases in order to prioritise gifting budgets. More than three quarters are planning to maintain or increase gift purchases this holiday season. The findings come from Coveo’s new research report titled,...

Extra MSA boosts customer experience with major investment

Extra MSA, UK motorway services provider, has invested in new software to improve customer satisfaction.The company has partnered with Reputation to gather and analyse customer feedback, allowing for faster service improvements.The new software investment will provide valuable customer insights and...