Tag: Retail

Consumers prefer human agents for customer support

A new consumer survey by Five9 dug deep into customer perceptions of AI and its role in the evolving customer experience. The study investigated consumer sentiment around AI in specific industries, such as holiday shopping, travel, and healthcare.The key takeaway...

Nearly 80% of shoppers want tailored offers this Black Friday/Cyber Monday

As nearly 80% of shoppers desire tailored recommendations this Black Friday and Cyber Monday, a new survey by Sinch is forecasting a shift toward personalisation, conversational commerce, and secure communication. The survey anticipates businesses leveraging AI, omnichannel promotions, and real-time...

This week in CX: what do we do with reviews?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at how reviews impact customer behaviour, what’s happening with the job market and is cloud technology the frontier in CX and personalisation.We’re also...

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...

65% of shoppers want holiday gifts from brands

The latest Snappy gifting report reveals that 65% of loyalty program members want to receive holiday gifts from their favourite brands, showing the growing role of gifting in customer engagement. This highlights that holiday gifts can significantly influence brand loyalty,...

Half of US consumers pledge brand loyalty beyond Black Friday

According to research by SAP Emarsys, half of U.S. consumers (50%) aim to remain loyal to the brands they shop from during Black Friday, extending their commitment well beyond the traditional shopping period.“Black Friday now spans multiple industries and channels,...

Inflation impacts spooky spending, as 59% of Halloween shoppers cut back

A recent Lending Tree survey highlights that 59% of previous Halloween shoppers plan to cut back on their spending this year due to inflationary pressures. This trend is mainly noticeable among Gen Z consumers, who are the most likely to...

81% of consumers say safety is crucial when choosing where to shop

According to a recent survey by x-hoppers, 51% of 2,000 shoppers aged 18 and up prefer in-store shopping, rising to 62% among those aged 55 and older. Shoppers identified top priorities like customer service, inventory, and safety, revealing key trends...

Retailers optimistic for holiday season amid staffing challenges

As the holiday shopping season approaches, a recent survey by UKG reveals that retailers are generally optimistic, with 87% feeling prepared for the surge. The survey gathered insights from over 500 retail executives and managers across the U.S., showing that...

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...