Tag: Retail

This Week in CX: Rethinking Loyalty and AI in the Age of Gen Z

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how loyalty programs are evolving for Gen Z, the rise of digital-first service technologies, and the surprising gaps in AI adoption within banking contact...

Survey Finds Hidden Costs Are Retail’s Fastest Way to Lose Customers

If there’s one thing guaranteed to make U.S. shoppers walk away, it’s hidden costs. According to Akeneo’s 2025 B2C Survey, around 60% of Americans say they’ve abandoned purchases after discovering unclear or misleading pricing, making surprise fees and vague charges...

China’s Gen Z is Building an Emotional Economy

According to a new report by China.org.cn, 64% of Chinese consumers say they buy for emotional fulfilment rather than just practicality, and the generation leading the charge is Gen Z. Although they make up just over 15% of China’s population,...

This Week in CX: AI Is Making Decisions for You

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how AI is reshaping healthcare decisions, the latest trends in workplace etiquette, and why trust in creators and customer experience is on the rise...

Good CX Will Drive Profits During the 2025 Holiday Season

Retailers are already revving up for the Black Friday, Christmas to New Year’s sales and ever-extending holiday season. Their clever marketing and tempting offers are in place. But will they remember the need for good customer service in the push...

The Power of Personalisation, Done Right

Personalisation has been a buzzword in retail for the better part of a decade. But when it’s done right (really, really right) it becomes more than a clever marketing trick. Personalisation can become the glue in the customer relationship: invisible,...

Hyper Informed Customers Are Becoming Retail’s Biggest Challenge

Almost half (36%) of retailers say that keeping up with hyper-informed shoppers is one of the top threats to their business, and 45% admit that store associates spend too much time searching for answers to customer questions instead of engaging...

This Week in CX: Trends, Trust, and Tech You Need to Know

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how retail is fixing mobile customer service, Gen Z and Millennials’ big summer travel plans, the impact of trust on banking choices, and the...

The New Holiday Shopping Calendar: Starts in Summer, Powered by AI

Holiday shopping is stretching far beyond the Black Friday Cyber Monday (BFCM) weekend, and artificial intelligence is now playing a starring role in how consumers browse, compare, and buy. According to Klaviyo’s survey, over half (54%) plan to use AI...

8×8 Launches Social Connect to Turn Online Comments into Instant Sales

8×8 has rolled out 8×8 Social Connect, a tool built to convert social engagement into transactions while keeping brand reputation intact. Instead of treating social posts as marketing collateral alone, Social Connect monitors platforms in real time, spotting comments that signal...