Tag: Customer Experience

Five9’s Niki Hall discusses evolving contact centres in the Gen Z era

The contact centre market is one in flux with increasing demands for human services from end-users, and a business need for AI to deal with growing volumes of support issues to improve operational efficiency. Those supplying contact centre as a...

Know Me or Lose Me report highlights the cost of customer service slip-ups

UK Brands and businesses continue to shed loyalty and income due to poor customer service. Over half (53%) of UK businesses report losing millions in revenue due to poor customer experience, according to new research from AND Digital. The findings...

58% of Brits will ditch a brand for a bad app—here’s why

Amplitude has released a new study revealing just how critical a seamless mobile app experience is to maintaining brand loyalty in the UK. According to the study, which surveyed 2,000 UK smartphone users, over half of consumers (58%) would consider...

This week in CX: lost items, AI breaches & summer travel realities

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored a range of stories shaping consumer trust and travel, from shifting expectations in summer travel to digital scepticism, and the evolving airport experience at...

HungerRush boosts efficiency with all-in-one delivery management

HungerRush has announced the rollout of a new integration between its POS (Point of Sale) system and the Grubhub Marketplace. This addition means restaurants using HungerRush can now manage all their Grubhub orders directly through the same system they already...

AI, reviews and accuracy: what today’s local consumers really want

Local search is no longer a casual habit—it’s a constant in the daily routines of U.S. consumers. According to Rio SEO’s latest study, 84% of Americans now search online for local businesses every day. The report shows a sharp evolution...

Tech fatigue? Customer satisfaction falls despite smarter devices

Despite rapid technological advancements and promises of a smarter digital future, consumer satisfaction across major telecom and tech sectors has hit a significant low. According to the American Customer Satisfaction Index (ACSI) study, overall satisfaction with mobile phones has dropped...

M&S faces £300m threat, workers reject office mandates, and Makip launches virtual fitting upgrade

Cyber-attack threatens M&S’s fashion momentumMarks & Spencer’s fashion resurgence is facing a major setback due to a recent cyber-attack that has taken its online clothing store offline since Easter. The disruption, expected to last until July, could cost the retailer...

Americans know their passwords better than their health stats 

Most Americans say they’re committed to improving their health, but a new survey suggests they may be more familiar with their entertainment preferences than their vital health stats. According to Questhealth.com, 92% of U.S. adults report taking steps to prepare...

Summer travel gets a reality check in 2025

Despite continued financial pressures, Americans are not giving up on their summer getaways. Instead, they’re redefining what travel looks like in 2025—opting for more trips, shorter stays, and increased use of tools like generative AI to plan and save, according...