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CX Expectations: Observations From the CXNYC Conference

“A great experience comes easily,”…said no-one ever. Creating and managing Customer Experience that delights and makes people spend more time (and money) with a brand is no small feat, and the stakes are only getting higher. CX leaders, CMOs, CIOs, and CEOs seem to...

Report Offers Insight Into CX Growth in Europe and Beyond

Global spending on Customer Experience is expected to reach over  £101 billion by 2022, according to the International Data Corporation (IDC). Their new Worldwide Semiannual Customer Experience Spending Guide, shows that CX spending in 2018 was reported at $97 billion in 2018...

Employers Failing Employees When Implementing Change

With over half of employees and leaders rating inability to adapt to change as the number one threat to the future success of their organisations, a global workplace study reveals that only 43 percent of employees believe their employer to...

Festival Fever as Customers Spend at Pop-up Stalls

With the summer festival season in full swing following the recent sun-drenched Glastonbury, new research reveals that pop-up commerce presents a growing opportunity for businesses. A study by Barclaycard into the spending habits of UK festival-goers, shows that those selling at live...

Why ‘Omnichannel’ Translates to ‘Customer-Centric’

When it comes to Customer Experience, “omnichannel” has grown to be one of those inescapable buzzwords. So, what does the term mean, exactly? HubSpot’s definition states: “Omnichannel experience is a multi-channel approach to marketing, selling, and serving customers in a way that...

Gift Card Growth in Employee Incentive Schemes

The volume of businesses using gift cards as part of their reward, incentive and loyalty schemes has seen a significant uplift year-on-year, according to the latest research published by the UK Gift Card & Voucher Association (UKGCVA). The State of the Nation report,...

Last Chance to Enter the 2019 UK Business Awards

The deadline to enter the 2019 UK Business Awards is fast approaching, with just days left to put your organisation forward. Potential entrants have until this Friday, July 5 to submit entries ahead of the ceremony known across the UK business...

Brands Failing to Master ‘Growth Momentum’, Kantar Finds

Over reliance on marketing activities that deliver short-term sales growth is impacting the ability of businesses to lock in long-term market share growth, according to new research. Leading data, insights, and consulting company Kantar has released its latest study, Mastering Momentum,...

Making Data Work for Customers

The digital landscape is continuously evolving and with that the volume of data created and shared grows exponentially month on month. High profile data breaches and the implementation and enforcement of GDPR have really brought home to customers that their...

Clicktale Platform Purchased by Contentsquare

Digital Experience platform Contentsquare has acquired Israel-based experience analytics company Clicktale, creating a combined entity serving 600 enterprise clients globally. Contentsquare is used by UK retail brands including Dreams, Clarks, and Moss Bros, while Clicktale has clients such as Dell, RBS and...