Tag: Customer Experience

6 in 10 Americans Won’t Pay More Than 10% Extra Due to Tariffs 

According to new data from ESW, six in ten U.S. consumers say they won’t tolerate more than a 10% price increase due to tariffs. This shows the growing sensitivity to rising costs and a shift in how Americans expect retailers...

 USCXA™️ 25 Winners Announcement   

The USCXA™️ ’25 Build-up to the Awards and Awards Ceremony took place yesterday, on June 4th. It brought together top customer experience initiatives across the US and marked a day of joy and celebration.This year’s edition of the USCXA™️ witnessed...

Observe.AI Brings Voice of the Customer to Every Corner of the Enterprise

Observe.AI has announced a major evolution of its GenAI Insights platform, equipping organisations with enterprise-wide access to the voice of the customer (VoC) like never before. This expansion transforms every customer interaction into actionable intelligence, delivered directly through intuitive AI...

This week in CX: Gen Z, Pharma Innovation & Beauty Retail Warnings

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, Pfizer’s new CX metric for pharma reps, and the pitfalls of poor personalisation.We’re...

The AI Engagement Paradox: Why Customers Still Crave the Human Touch

According to new research from SAP Emarsys, there is a widening gap between how consumer brands are leveraging AI and what customers actually desire from those interactions.“The best personalisation should feel invisible. People love it when a brand just gets...

Mastercard and PayPal Unite to Simplify and Personalise Payments with “One Credential”

Mastercard and PayPal have announced a new collaboration to deliver greater flexibility, personalisation, and simplicity at checkout. The two payment giants are joining forces to expand access to Mastercard’s recently introduced One Credential, a digital innovation that enables shoppers to...

Tariffs Cast a Shadow Over Holiday Cheer, Survey Shows

As the holiday season approaches, a new survey by the American Christmas Tree Association (ACTA) and conducted by Ipsos, reveals a growing sense of financial anxiety among American consumers. The results highlight that concerns over U.S. tariffs on imported goods...

Americans Adapt Spending Habits Amid Economic Pressures

A new study from strategic market research firm Alter Agents highlights the growing impact of economic pressures on U.S. consumer behaviour in 2025. The research emphasises how inflation, political instability, and trade concerns are forcing Americans to rethink their spending...

Fashion Meets AI: Oh Polly Supercharges Search and Sales with Algolia 

Oh Polly has partnered with Algolia to create a faster, smarter, and more impactful shopping experience that’s now fueling 20% of the brand’s total revenue.As Oh Polly continues its rapid ascent in the online fashion space, the brand faced a...

What Happens When Personalisation Misses the Mark?

While personalised marketing has long been championed as a way to boost engagement and conversions, new research from Gartner suggests it’s not always a win for customers or brands. According to a recent survey, over half of the respondents (53%)...