Category: Customer Experience

Online Sellers Failing to use own Data to Improve Business Performance

Online sellers are using e-commerce solutions to gather better data insights, yet many are failing to use it to make better business decisions, new research has found. Whilst 42 percent are using data to improve customer service, only 24 percent are...

Tech Falling Down UK Festive Shopping Lists

UK shoppers plan to spend the most money on their child (£144) or their partner (£133), reserving less than £100 for any seasonal treats they might want for themselves, according to new research. With the average gift shopping budget per person...

Department Stores: Where are They Going Wrong?

As alarming headlines continue to emerge about some of the most established UK department stores, it’s natural that the industry is questioning the future of retail and the place of bricks-and-mortar stores. But is retail as we know it beyond...

Passenger Experience Preparing for Take-Off

Travel experiences are among the most memorable we have, but too often we remember airports for the wrong reasons. Now a leading interior design expert is urging airport operators to change that by learning from the hospitality industry. Chris Radcliffe, head of...

Black Friday: Shoppers Ready to Spend, but Cynicism on the Rise

Almost half of all UK Black Friday customers will be purchasing from Amazon according to new research, that has also found shoppers are becoming cynical about the annual price-slashing event. Salmon, a Wunderman Commerce company, has found that 48 percent of...

Home Owners Foot the Bill for Skip Price Rises

Nearly two-thirds of builders have had to pass skip price increases on to clients and a fifth have had to pass on diesel price rises, making home improvement projects more expensive for home owners, according to new research by the...

Fear of Failure Behind Fall of Bricks & Mortar

With high street stalwarts dropping like flies, traditional retailers are on the wrong end of a raft of increasingly harsh criticism from both customers and analysts. Yet in far too many cases it is fear of failure – of making the...

New Forms of Customer Intelligence: Helping Brands Reach Their Audience

The premise of effective selling is simple – find out what people need and deliver a product or service that meets that need at the opportune moment. Peter Drucker, seen by many marketers as the forefather of business consulting, famously...

Human Touch vs Tech: People Power in CX Delivery

Advances in artificial intelligence (AI) are changing the way we work, from supporting faster data analysis to the use of virtual receptionists to greet guests. However, when it comes to delivering a great experience in the workplace, the power of...

Four Common CX Misunderstandings

Most marketers today understand the importance of Customer Experience and often find themselves leading the charge on cross-functional alignment on CX within their organisations. Countless studies have shown that CX drives results – Forrester found that CX leaders tend to...