Author: CXM Editorial

New research: 88% of senior customers feel ‘shut out’ by online brands

UK consumers over 65 hold significant digital shopping power, with 76% relying on online purchase. However, findings reveal that only 12% feel understood by brands they digitally interact with. While many in this age group are digitally-savvy, the communications options...

UK airlines still leaving customers unsatisfied and disrupted

Heathrow has warned that its 100,000 a day limit on passengers travelling through the airport might be extended. This is due to the unprecedented disruption it is still facing. New data reveals that the top UK airlines are failing to respond...

This week in CX: Microsoft, Gartner, and Awards International

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at new Gartner research, reports by Reputation and Digital River, and the 4-day work week trials. Key news Our partners, Awards International, are pleased to announce...

2023 Edition of the UK Digital Experience Awards open for entries

Awards International announces the start of the UK Digital Experience Awards™ ’23, a premium awards programme celebrating top results and achievements in the UK. As of August 3, the seventh edition of UK DXA® will be officially accepting entries. Organisations from the UK...

This week in CX: Alida, Zendesk, and Amazon

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Zendesk’s newest integration, Amazon Prime changes, and the recent Gartner survey. Key newsAlida introduced its newest Summer 2022 product release – Customer Journeys – as...

Why implementing a Customer Engagement Platform is crucial

Omdia’s 2022 report reviews how the Customer Engagement Platform (CEP) market is growing. Additionally, it assesses the tremendous value in implementing CEP solutions, and what this can provide for organisations. Twilio has been ranked as a “Customer Engagement Platform” leader. They...

This week in CX: Medallia, Qualtrics, and Sabio

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at the call centre industry, the metaverse, and the next e-commerce rush.  Key newsAccording to new analysis from the Qualtrics XM Institute, companies with the best...

What does the new subscription report reveal about customer churn?

Piano, a leading digital experience platform, released its 2022 Subscription Performance Benchmark Report. The study analyses customer behaviour in publisher subscription environments. This report looks at current behaviour throughout the customer journey: overcoming registration obstacles; turning registered users into subscribers; engaging...

How does the iGaming industry promote itself so well?

The iGaming industry is one of the most prevailing industries to date. Yet something that’s not commonly spoken about is just how the iGaming industry promotes itself so well. Like tobacco companies, iGaming companies have strict laws on how they...

Two-thirds of UK brands are underutilising their marketing data

Nearly two-thirds of UK brands are underutilising their data. Its effectiveness is limited by focussing on general analysis activations, rather than more sophisticated techniques. While the majority are activating their data, just a few marketers (5%) are not applying their...