Tag: Customer engagement

Perception Is Profit: Forrester’s Total Experience Score Reveals All

New research from Forrester reveals that when companies align their brand promise with actual customer experience, they can unlock up to 3.5x more revenue growth. Yet, many brands are missing this opportunity. Forrester’s 2025 Global Total Experience Score Rankings show...

8×8 Targets Rising Digital Fraud with Fast-Deploy OTP Solution

As global cyberattacks spike by 44% year-over-year, the security conversation has shifted from the IT backroom to the frontline of customer experience. Nowhere is this more critical than in industries like healthcare and education, which have seen cyberattack rates skyrocket...

Your Customers Want Personalisation. Why Don’t You?

Despite overwhelming evidence that personalisation drives stronger results, many businesses are still relying on outdated, blanket-style discounts. New research from Harvard Business Review, in collaboration with Talon.One, shows that only 56% of companies currently offer personalised promotions or discounts.That means...

Genesys Brings Intelligent Autonomy to Customer Experience

As businesses look to unlock new frontiers in customer engagement, Genesys has unveiled Genesys Cloud AI Studio and its first feature, AI Guides, a combination built to transform how brands deliver intelligent, personalised service at scale.With 80% of business leaders...

Only 10 Brands Got CX Right in 2025. Is Yours One of Them?

Customer experience continues its global slide, and the numbers are impossible to ignore. According to Forrester’s 2025 Customer Experience Index (CX Index), just 10 brands worldwide—less than 5%—earned “elite” status this year, maintaining top-tier rankings in how customers perceive their...

Text Me, Don’t Email Me: The Retail CX Wake-Up Call

New research from UJET reveals a major shift in what truly influences consumer buying decisions. Hint: it’s neither AI nor a fast reply. It’s not even empathy from human agents. Today, nearly half of consumers (46%) say a mobile-friendly customer...

Online Shoppers are Getting Smarter, And More Sceptical

According to new research from Akeneo, today’s shoppers are savvier and more selective than ever, especially during high-profile online shopping events like Amazon Prime Day. The survey shows that 90% of consumers say that product reviews directly impact their purchase...

Pay to Stay Behind? Inside Wizz Air’s Unusual Customer Strategy

As the summer travel season heats up and pressure mounts on airlines, Wizz Air, one of Europe’s largest low-cost carriers, is testing a new strategy to manage overbooked flights—by asking passengers to volunteer before they even reach the airport.Passengers booking...

Zillennials Have Arrived—And They’re Booking Cruises

Generational shifts are reshaping how Americans travel—and what they expect from travel loyalty programs. According to a new report by arrivia, based on a survey of U.S. adults who travelled in the past year, younger travellers are rewriting the rules...

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:...