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Impersonal Emails are Damaging Customer Loyalty

Bombarding customers with irrelevant marketing messages is costing retailers conversions and customer loyalty, new research warns.  A study of 1,000 UK shoppers by marketing tech firm BounceX found that customers want relevant, timely email communications from retailers. Almost two fifths (37 percent)...

Reimagining the Shopping Centre Experience at Touchwood

A recent PWC report highlighted that 2018 saw the largest ‘net loss of retail stores’ on the high street. We are consistently hearing about a retail ‘crisis’, and how difficult trading conditions suggest the high street is in demise. Our...

Ask Ian: How do I Spot Weaknesses in my Touchpoints Before my Customers Do?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine offering expert insight to help businesses improve their CX offering.  To ask Ian a question on how to boost the Customer...

eBay ‘Retail Revival’ Experiment Underway in Wolverhampton

Wolverhampton is the seemingly unlikely “testbed” for a new physical store from eBay, which aims to reinvent the high street. The new concept store recently opened its doors to customers as part of a scheme that seeks to merge online and...

2019 UK Business Awards: Early Bird Entry Offer Ends Soon

The deadline to take advantage of the special Early Bird discount offer to enter the 2019 UK Business Awards is fast approaching. Potential entrants in this year’s event have until May 17 to save £100 off the standard entry price, ahead...

Sun Shines on CX in Travel Industry, Feefo Reveals

UK Customer Experience Awards winner Feefo is revealing good news for the travel industry, with a new study showing 70 percent of UK holidaymakers believe a good experience is provided by companies. The reviews ands customer insights firm, which won Silver in...

Firms Failing to Turn Customer Centricity Talk Into Action

New research reveals that over 80 percent of businesses are talking about the benefits of a customer-first approach, but few of these are turning talk into action. A global research report from Optimizely that surveyed over 800 purchasing decision-makers from marketing, product...

Five Major Digital Trends of 2019

Each year, analysts predict trends that will determine the course of the advertising, media, and digital industry in the near future. Year after year, we see the same predictions about the importance of video content, new approaches to SEO optimisation,...

Dubai to Host Forum on CX in Cinema

The next generation of Customer Experience on offer in the cinema industry will be the focus of a conference in Dubai this autumn.The second MENA Cinema Forum will bring key industry players together in Dubai on October 22nd – 24th,...

Conquering Connected Commerce

Consumers are hoping for high levels of choice, convenience, and recognition in modern, omnichannel shopping. To truly offer an omnichannel experience – selling anywhere, fulfilling anywhere, and engaging anywhere is essential, as is elevating customer service and interactions to create...