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This week in CX: customers are giving fake names for your records

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the latest research in AI plans for customer service and which projects will be abandoned, as well as calls for inclusive technology...

New hedgehog lab partnership will empower digital products and services

hedgehog lab has announced that it has signed strategic partnerships with Contentful and SHOPLINE. These partnerships aim to empower enterprises to deliver exceptional digital products and services by combining hedgehog lab’s expertise in strategy, design, and engineering with Contentful’s content management capabilities and...

Calls for inclusive technology to assist vulnerable customers

Derry City Strabane District Council (in Northern Ireland) has called for the hospitality sector to include more QR codes to help visually impaired customers.The hope is that this would encourage blind or partially-sighted people to visit more restaurants independently, without...

Customer service decline finds brands and shoppers more disconnected than ever

New research has found that the average quality of customer service is on the decline, as brands and UK shoppers are more disconnected than ever. A recent study by CommBox found that while nearly all business respondents (90%) believed their...

GenAI projects forecasted to be abandoned next year

After extensive research and business calculations, Gartner has predicted that at least 30% of GenAI projects will be abandoned after proof of concept by the end of 2025. The business experts estimate this will be the result due to poor...

Keeping customers loyal requires a balance of data and creativity

There is a discrepancy between what customers want and what brands are delivering when it comes to loyalty.Recent research found that while 72% of customers say they are willing to stay loyal if offered discounts and rewards, half of brands say...

The key to improving CX and driving revenue in the travel industry

As the summer season heats up, so does the travel industry, with millions of people planning holidays and adventures. However, recent IT outages that led to widespread flight cancellations and booking disruptions have underscored the industry’s vulnerabilities. These challenges highlight the...

This week in CX: are major brand changes worth it?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the huge tech outage from last week, Google’s latest third party cookie decision, which companies are top companies for women to work...

Poor UK delivery standards causing customer complaints to peak

New research from Shipup has highlighted the UK’s poor delivery standards causing customer complaints – with 2 out of every 5 complaints (almost 40%) being customers not receiving an expected package at all. “British shoppers have faced a frustrating period...

FTC Investigating AI-Based Dynamic Pricing

The Federal Trade Commission (FTC) has ordered eight companies to provide more details of their practices. These companies, which use AI to set prices based on consumer data, should now clarify how this may harm privacy, fair competition, and consumer...