Tag: Customer service

Hundreds of discounted first-class tickets sold due to Qantas pricing error

Qantas offers refunds or upgrades to business class for hundreds of passengers who mistakenly bought first-class flights at a significantly discounted price. The error, which was caused by a coding glitch, resulted in flights between Australia and the US being advertised...

UK to see the largest rise in AI-generated social media marketing content

UK businesses plan to use GenAI for an average of 48% of their social media content by 2026, up from 36% in 2024.  In fact, reliance on GenAI for content creation is supposed to increase at a faster rate in the...

Customers raise suspicions that non-loyalty member prices are a rip-off

New research from Which? has found that some customer deals may not be as good as they seem. In some cases, non-member prices are an outright rip-off. The investigation found concerning membership pricing practices at Boots and Superdrug and at...

Consumers demand more choice on payment methods as spending habits change

Over half (56%) of worldwide consumers have changed their spending habits over the last year. Not only are they becoming more price conscious, but are demanding more payment choices. 43% of consumers have abandoned their online shopping basket if the...

Amazon take part in trial for UK drone use

Amazon are among a group of organisations who have been selected for a trial testing drones for business use in the UK. The trial will focus on gathering data on how the drones detect and avoid other aircraft. “Our goal...

Luxury retailers head to Central London streets for top in-store shopping results

New data from CBRE found that central London retail investment volumes increased 71% quarterly, totalling £424m in the second quarter 2024. Luxury retailers now flood to Bond Street and Oxford Street particularly for higher foot traffic and sales success. In Oxford Street,...

Customers not able to resolve their simple self-service issues

Only 14% of customer service and support issues are fully resolved in self-service. Even “very simple” issues are only resolved 36% of the time in self-service. The new research comes from a Gartner survey. “While 73% of customers use self-service...

Hallucinating chatbots and misleading information: how to bridge the AI  – human divide

Any business with a large customer base appears to be prioritising AI, automation and chats to improve customer service and overall customer experience. But is that what the customer wants? Christian Banhans, managing director of spusu, believes there is away to...

Convenience comes first for customer behaviours

Demand for convenience is the number one customer behaviour to influence CX practitioners’ planning in 2024. This comes from the new report from CX Network, ‘The Global State of CX 2024′. Demand for convenience increased from fourth place in last...

UK supermarkets provide #1 excellent personalised content

In new research to find the UK’s best industries for personalised content, supermarkets have ranked first. “Supermarkets benefit from having access to a huge amount of data – from purchase frequency to brand preferences.” says the president of Optimizely, Shafqat...