Category: Customer Experience

Report Highlights What Turns Customers off Brands

Bad customer service caused UK customers to stop using a product or service 3.6 times in the last year, a new report has revealed. Based on a global survey of 2,000 customer-facing employees by CITE Research, including 500 in the UK, the report...

Confirmit hits the Jackpot in Las Vegas Customer Service Stevie Awards

Confirmit, one of the world’s premier names in VoC research, has won a major customer service award in the US. The company – which was a finalist at the 2018 UK Customer Experience Awards – claimed the Business Intelligence Solution – New Version title at...

AI Robots on way to UK Supermarkets

Fully-autonomous, retail service robots are heading to the UK for the first time and are set to “increase in-store efficiency, reduce operational costs, and improve customer satisfaction” in supermarkets across the country. The technology comes from Bossa Nova, a data service...

‘Poorer Shopping Experience’ Would Result From Supermarket Giants’ Merger, Watchdog Claims

The proposed merger between Sainsbury’s and Asda would lead to a “poorer shopping experience”, the Competition and Markets Authority (CMA) has warned. The concerns from the UK’s competition watchdog has cast doubts on the £12 billion merger – plans of which emerged last...

Putting the WOW in the Checkout Experience

Embracing technology is a prerequisite for success in the modern retail environment. There are many ways in which retailers can deliver a new in-store experience – and while some retailers will undoubtedly look to emulate the human touch free Amazon...

O2 Signs Crowdsourced Data Deal to Boost CX

Telefónica, whose O2 brand has enjoyed success at the UK Customer Experience Awards, has announced a new deal to use crowdsourced data as its global standard for mobile network CX testing and benchmarking. The firm has signed an agreement with the world’s...

NBF: Building Competitiveness Through Employee Engagement

The Overall Winner at this year’s Gulf Customer Experience Awards has spoken of its goals regarding hiring the very best talent in the region – and keeping them engaged as valued employees.The National Bank of Fujairah secured Gold category wins...

Customer Experience Soars to new Heights at Rebranded Dubai International

Dubai International (DXB) is rebranding as a “destination itself” as it aims to attract more visitors to the Emirate.The hub is the world’s busiest airport for international passengers, and has seen an annual average growth rate of more than 13...

Limiting IT Downtime in Your Business

IT downtime can be a disaster for so many different types of businesses, causing lost sales, security breaches, time wastage, and so much more. In this article, we discusses how you can prevent IT downtime in your business and reduce...

Out of the IVR Frying pan, Into the Chatbot Fire?

The battle between chatbots and IVR is coming to a head. Until now, customer service routing has predominantly been the job of IVR (interactive voice response) technology. But now chatbots are threatening to take over the role of primary customer...