Tag: Customer service

Cisco deploys gen AI to elevate customer experience

Cisco has revamped its customers’ digital experience with an extensive rollout of generative AI.The networking giant has quietly used artificial intelligence to build and train data science models to create predictive ‘next best experiences’.The team started blending generative AI into...

AI-Powered post-purchase experiences on the rise in UK eCommerce

UK retailers are doubling down on AI to enhance the post-purchase experience.According to research from Scurri and IMRG, UK e-commerce businesses are rapidly adopting AI solutions to streamline and improve the customer journey after purchase. By 2025, AI will power...

New report shows fast food chains face customer service struggles

A new report from Chatmeter reveals that quick-service restaurants (QSRs), commonly known as fast-food restaurants, are struggling to keep customers happy. Despite Chick-fil-A, Carl’s Jr. & Hardee’s, and Arby’s topping Chatmeter’s 2024 QSR Reputation Ranking for food, service, and value,...

Experian takes home overall winner award at UKCXA

Experian was crowned the Overall Winner at the UK Customer Experience Awards last night.The data analytics and consumer credit firm, scored a hatrick of gold category wins on the night.Experian best off stiff competition from Ageas and Scottish Power to...

This week in CX: AI takes over the holiday season

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at emerging consumer trends as the holiday season approaches, as well as is CX now at the crossroads.We’re also discussing new updates from...

Most retailers say generative AI boosts operational efficiency

According to a recent Syndigo report, nine out of ten retailers already use generative AI to enhance customer experiences. The most common applications include personalisation, search and discovery, and marketing and promotions, with 85% of retailers employing AI for customer...

Retailers are planning to continue commitment to physical stores

Almost three-quarters of European retailers confirm they have plans for further expansion of their physical stores, according to CBRE’s 2024 European Retail Occupier Survey. 71% of retailers that already have plans in place to increase their brick and mortar offering...

Revolut coming under fire for high reports of fraud and low security measures

The e-money firm Revolut has been named in more reports of fraud in the last financial year than any of the major high street banks. This discovery comes alongside the firm refusing refund a customer, named Jack, who had £165,000...

This week in CX: fair work agency here to protect the workers

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the latest research in employment choices, the effect of online reviews and shopping preferences. We’re also discussing new updates from Wimbledon, Google,...

Political polarisation drives consumer boycotts

A recent survey by GWI, a global research firm, found that nearly a quarter (22%) of Americans have boycotted brands or products due to political stances in the past three months. Additionally, two in ten people have unfollowed brands or...