Category: Customer Experience

Truth Hurts?: Customers Lying on Feedback, Study Shows

A majority of customers  have lied about their experiences for personal gain, according to new research. A total of 92 percent of customers admitted this in the study by BI Norwegian Business School. Dishonest customers aim to gain some reward, present themselves in...

Successful Cross-Selling in Telco is About Rethinking Personalisation, Study Shows

New research has revealed that 37 percent of consumers buying telco products are persuaded to opt for cross-sell opportunities such as TV and broadband packages after seeing deals online. However, the findings by retail & telco technology experts Conversity show this figure stands at...

2019: Three CX Trends to Look out For

In a world where customer experience is now as important as – or even more so – than the product itself, brands can no longer compete based just on price and functionality. They need to be relevant and they need...

Diners Hungry for Robo-Restaurants

A new survey reveals that more than half of restaurant customers would eat food made by robots – if it tasted good. The Refuelling Rituals survey – published by London-based international customer experience and branding agency I-AM – states that 56...

A Marriage Made in Heaven: Why Brands and Retailers can Work Things Out

Brands vs retailers – a battle that has rumbled on throughout the ages. They’ve competed for our attention, money and loyalty from the High Street boom of the 1860s through to the golden age of the 1960s. The contest is...

CXM Partners 2019 Call & Contact Centre Expo

Customer Experience Magazine is partnering with the Call & Contact Centre Expo, Europe’s largest and most comprehensive event connecting industry professionals with the tools, techniques, and systems revolutionising the world of customer engagement. Coming to London’s ExCeL on March 27 –...

What the John Lewis Christmas Ad Tells us About Managing Customer Expectations

Winning and retaining customers is a big deal – brands want to paint their company in the best possible light to attract customers, and it shows. Christmas ads are a significant part of large retailers’ marketing efforts. John Lewis has...

Kantar TNS to Develop £2.5m Bupa CX Programme

Leading insight agency and CX specialist Kantar TNS has agreed a new partnership with Bupa UK worth £2.5 million to support the healthcare specialist develop its Customer Experience programme. The four-year contract will see Kantar TNS working across Bupa UK’s insurance,...

Good News and Bad for Tech Firms in Brand Loyalty Index

The 2018 Brand Loyalty Index from Sodexo Engage has revealed that technology brands continue to dominate when it comes to customer loyalty and building those all-important relationships that promote future sales. Promotions and giveaways, alongside product experience, have been the main drivers...

Aptean Unveiled as Sponsor for 2019 UK Complaint Handling Awards

Software solutions firm Aptean has joined the UK Complaint Handling Awards as a sponsor ahead of the 2019 event in the heart of London. The global company, which helps streamline the operations of over 2,500 organisations in 54 countries, has joined...