Tag: Customer engagement

Digital wallets: The loyalty card of the future?

The days of rummaging through wallets for crumpled coupons and plastic loyalty cards are fading fast. For many consumers, digital wallets have become more than just a way to pay — they’re a gateway to rewards, convenience, and instant brand connections....

Brands must break up with influencers in 2025

The value of influencers is increasingly under question. A string of seemingly random promotions across social media by tenuously connected celebrities add little value. Suggesting now is the time for action, the new consumer Brand Love Index recommends brands must...

Applause and Webex expand partnership to enhance accessibility for all

Applause has announced an expanded partnership with Webex by Cisco to enhance accessibility across its suite of collaboration tools. This initiative strengthens Webex’s commitment to inclusive design, ensuring all users—including individuals with disabilities—can seamlessly engage with its products. As part of...

Consumers are tuning out: how can brands overcome marketing fatigue? 

A new report from Optimove highlights a growing challenge for marketers: consumer marketing fatigue. The report reveals that many customers are overwhelmed by excessive, irrelevant, or poorly timed messaging. As brands compete for attention, they must find ways to engage...

How business can meet the needs of the vulnerable customer

A recent report highlights that up to 35 million British people remain unknowingly vulnerable, and increasingly reliant on digital channels for support. With many brands building focused personas of their customers, it is easy for the vulnerable to slip through...

5 technology predictions to supercharge customer experience in 2025

According to CallMiner’s 2024 CX Landscape Report, 62% of organisations have at least partially implemented AI technologies, with only 24% remaining in the early stages of AI implementation. All the while, early fears around AI implementation are lessening. CX and...

Consumers prioritise local retail for trust and convenience

Consumers are increasingly turning to local retailers for the trust, connection, and personalized service they offer—often willing to pay higher prices for the experience. According to data from Locally, 71% of shoppers prefer to buy from local stores, even if...

Intradiem & Five9 maximise productivity and engagement in contact centres

Intradiem has announced an expanded partnership with Five9, combining its patented real-time automation technology with Five9’s intelligent CX platform, enabling contact centres to boost efficiency, improve agent engagement, and enhance customer interactions. “Partnering with Five9 represents a powerful synergy between two...

CX is a team sport

Customer experience (CX) is still a relatively new business discipline. It’s often understood as the process of understanding and managing customer’s interactions with a brand to create positive experiences at every touchpoint. What’s less clear, is how to do that successfully...

Need in-depth AI research? OpenAI’s ‘Deep Research’ might be the answer

OpenAI has unveiled Deep Research, a new ChatGPT agent designed to support users who require thorough, precise, and multi-source research. Rather than providing quick summaries, Deep Research assists with complex investigations across finance, science, policy, and engineering fields. It provides...