Tag: CX news

77% of shoppers opt for self-checkout for its speed and efficiency

A transformative shift in consumer behaviour is underway, with 77% of shoppers now favouring self-checkout options for their speed and convenience, according to a recent survey from NCR Voyix. The findings from the 2025 Commerce Experience Report highlight a significant...

Reputation matters: Improving scores can boost automotive sales by up to 10%

Reputation is crucial in the automotive industry, as it directly influences consumer purchasing decisions and can significantly impact sales.According to Reputation’s annual North American automotive industry report, reputation management is a strategic priority for dealerships and automakers. Notably, the report...

Furniture brand Wayfair leverages Google’s Gemini to transform online retail

Furniture brand Wayfair and Google Cloud have expanded their partnership to enhance the online retailer’s product catalogue and employee productivity. By integrating Google’s advanced Gemini models on Vertex AI and deploying Google Workspace, Wayfair is achieving significant operational improvements and...

Qualtrics’ experience management solution to drive Jollibee’s CX efforts

Philippine-based Jollibee Group, the name behind global fast-food brands including Coffee Bean, SmashBurger and Jollibee’s own-brand restaurants, has partnered with Qualtrics to improve its customer experience and feedback management, ahead of aggressive growth plans for 2025. Approaching 7,000 restaurants worldwide, Jollibee...

Are health plans meeting member expectations? New report suggests not

A recent Press Ganey report raises pressing questions about the state of health plan member experiences, uncovering gaps that hinder satisfaction and loyalty. With data from 450,000 respondents across over 200 health plans, the findings uncover key areas such as...

Meet the judges for CXMStars 2025

With submissions now closed, judging for CXMStars 2025 is due to start, before the final votes are cast by our CX community.Here is the judging panel for the 2025 edition of CXMStars!Ginger Conlon, director of customer stories, Genesys Ginger Conlon is...

Great in-store retail experience… so why is the website so bad?

Have you ever walked into a store and felt transported? It might have been the intoxicating scent, the unexpected decor, or the labyrinth-like layout.But that magic often disappears when you visit a brand’s website, despite increased investment in digital brand...

This week in CX: Investing in AI is the key to future-proofing retail

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been exploring the impact of AI on the shopping experience, as well as the role of social media in today’s competitive market. We’re also discussing...

The dentist’s chair or waiting for a refund? Many Americans prefer the drill over the delay

A new report reveals the growing frustration among U.S. consumers with outdated refund systems, with 37% saying they would rather endure a trip to the dentist than wait seven days for a refund. The study, Where Is My Refund? Understanding...

Retailers turn to mobile apps to address labour shortage

With technology playing an increasingly central role in shifting consumer expectations and persistent labour challenges, retailers are focusing on innovative solutions, such as mobile apps, to stay competitive and meet market demands.According to the 2025 Connected Retail Experience Study, conducted...