Tag: customer centricity

Achieving True Customer Centricity in 2026: The Playbook for CX-First Brands

A few years ago, customer centricity was something every company claimed to be, but not something most proved. It meant smiling more, sending a survey, maybe adding “customer-first” to your values page. But the game has changed. Today, customer centricity...

The future of leadership: mastering data, agility, and customer centricity

In an era of economic uncertainty, leaders who consistently drive sustainable growth exhibit two key qualities: boldness and tenacity. According to Nicolas Maechler, senior partner at McKinsey & Company, these leaders “push the envelope and stay the course,” even when...

Algolia transforms fashion e-commerce with new tool

Algolia has unveiled its Intelligent Fashion Solution, designed to set new benchmarks in fashion e-commerce. The platform aims to address the most pressing challenges online fashion retailers face, creating personalised shopping experiences that drive customer satisfaction and boost conversion rates. At...

The rise of podcasts among Gen Z and Millennials

Podcasts have surged in popularity among younger audiences, becoming a vital part of daily life for many gen-z and millennials. The medium’s flexibility, and ability to deliver ‘on-demand’ entertainment and information cater to the preferences of these tech-savvy generations. Whereas prior...

Frontier Airlines unveils premium upgrades in “The New Frontier” transformation

Frontier Airlines has announced upgrades as part of the second phase of its customer-focused initiative, The New Frontier. These improvements include first-class seating, complimentary seat upgrades for elite members, and expanded options for redeeming loyalty miles. “We’ve listened to customers, and...

Sainsbury’s CEO calls for government action to help Brits feel confident to spend

Sainsbury’s CEO, Simon Roberts, has called for the UK budget action to boost consumer confidence. Roberts has stated that Brits hit by the cost-of-living crisis are unlikely to resume strong spending until the new Labour government sets out its tax...

TAV Airports puts passengers first with innovation competition

In July, TAV Airports kicked off an innovation competition to give startups across Turkey, France and Jordan the opportunity to meet investors, gain exposure and win support to develop their ideas.  The Airport Innovation Days competition, which is held in conjunction with Group...

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...

Industry heavyweights combine to form CX standards

Kantar, Bain & Company, and Qualtrics have partnered to publish a set of jointly endorsed CX standards. The framework aims to introduce a “common language for excellence”, that will elevate the quality of CX practices across all industries. “The need for...

What does the rise in CCOs and data backed customer-centricity mean for retail?

Since 2020, 18 major retailers have added Chief Customer Officers (CCOs) to their executive leadership teams. It’s a trend worth unpacking. After all, customer-centricity isn’t new to retail. Why is it suddenly getting a seat at the executive table? The answer...