Category: Customer Experience

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...

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...

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,...

Convenience and Friction in Customer Experience

There’s a wonderful German word, ‘Ärger’, that comprehensively stands for every kind of trouble and strife you can imagine. Lost keys? Ärger. Missed flight? Ärger. Decades of warfare with the neighbours? Ärger. Say it: “AYR-gurrr”. No English word is quite...

Busted: Three Myths About Your Customers

The landscape of Customer Experience is undergoing a rapid transmission like never before, thanks to disruptive technologies, social media marketing, and changing consumer behaviour. The traditional method of buying products is no longer acknowledged. Even popular brands are required to...

Three Vital CX Roles Played by Speech Analytics

Agents interact with dozens of customers daily, and odds are they aren’t exactly calling to talk about their opinion on the Game of Thrones finale. Your employees encounter an influx of problems, ranging from simple to complex, that all need...

Retail and Finance Leading Overall UK CX Improvements

British brands are slowly but steadily improving their Customer Experience, with retail and financial services continuing to lead the way, according to KPMG Nunwood.  Their new report, Power to the People, stresses the vital role employee engagement plays in improving Customer Experience, with...

Could DTC Subscription Brands Clean up in Household Product Sales?

A majority of UK customers would switch to a direct to consumer (DTC) subscription service for everyday high street purchases, according to a new survey. Research by Rakuten Marketing reveals 69 percent of British consumers would choose a subscription delivery service for goods...