Category: Customer Experience

O2’s Pilot Will Boost London Network Ahead of 5G

UK Customer Experience Awards winner O2 is making progress on improving connectivity at two of London’s busiest transport stations. The communications giant is working with Nokia on two Massive MIMO trials at Kings Cross and Marble Arch stations, aimed at enhancing connectivity...

Backlash Against Chatbots Begins

One-in-five in UK consumers are desperate for brands to ditch chatbots and live online interactions with Customer Experience representatives, according to new research. In what should be a wake-up call for organisations, the research by Acquia, nearly half (45 percent) of...

Taking the Confusion out of Sales Through Content

The quarter spanning October to December is crunch time for retailers, both online and offline. The pressure is on for teams to meet their yearly sales targets, and the promise of a ‘golden quarter’ puts on the pressure to move...

Merging the Online and Offline Shopping Experience

The current division of the high street and online shopping experience is compelling customers to decide between making a purchase online or offline. This siloed approach to sales might not be the best way for retailers to go about things...

Brand Loyalty Index: M&S Voted Customers’ Favourite Supermarket

M&S Food has been voted the top supermarket in the 2018 Brand Loyalty Index, released by Sodexo Engage, which looks at how loyal customers are to brands. This year, 57 percent of 5,000 polled consumers stated they have always had a positive...

Cranfield School of Management Among World’s Best in Wall Street Journal Rankings

Cranfield School of Management, which partners the UK Customer Experience and Employee Experience Awards among others, is celebrating after its MBA and its Finance and Management MSc were named as two of the world’s very best programmes in the new...

Five Retail Predictions That Didn’t Occur in 2018…but Might in 2019

2018 has been a turbulent year in the retail sector – some of the key trends and developments that many thought would come to pass have yet to gain widespread traction, while others have definitely come to the forefront. Retailers...

Cyber Sceptics: UK Customers Prefer People Power

UK shoppers would rather deal with real people, not robots or Artificial Intelligence when it comes to shopping. That is the findings of a new study by marketing agency Gekko, titled Service not Sci-fi. It found that 81 percent of UK shoppers claim...

Pain in the Age of the Customer

A rather clever and interesting experiment, led by Michael Treadway at Vanderbilt University, sheds light on what we, perhaps intuitively always knew.Humans hate effortThe experiment is an insight as to why we humans hate effort. What exactly happens in our...

Making the Most of the Christmas Countdown

With Christmas holiday spending in the UK set to jump by nearly 25 percent from last year, the importance of the festive period for retailers is clear to see.   The sheer volume of peak period spending is further emphasised by...