Category: Customer Experience

CXM proudly announces the third edition of CXM Review: CX at the Crossroads

Two years ago, in October of 2022, Customer Experience Magazine released the first printed and digital magazine focusing on reviewing the past year in CX. Since then, we have committed to bringing you special annual publications. Now, we are proud...

Qualtrics unveils consumer trends for 2025: rising expectations, waning loyalty

Qualtrics has released its 2025 Consumer Experience Trends report, revealing shifting consumer behaviours that pose challenges for businesses. Drawing on insights from nearly 24,000 consumers across 23 countries, the report highlights key trends for the coming year. Higher Expectations, Lower LoyaltyDespite...

Landmark Information Group have the best B2B customer experience of 2024

Landmark Information Group has been crowned the gold winner of the Best B2B Customer Experience. The company received this accolade at the UK Customer Experience Awards 2024. “We’re delighted to have won, we’re over the moon. This has been a two...

TV drives nearly $145 billion in annual consumer spending

A new report from Shopsense AI, titled “Turning TV Into a Retail Powerhouse,” reveals that television has become a significant force in driving consumer spending, contributing nearly $145 billion in U.S. retail sales annually. TV content is increasingly influencing product...

Fashion retailer Guess launches customer recycling programme

American fashion brand Guess? has launched GUESS Again, a customer recycling programme in partnership with SuperCircle, the textile recycling platform powering consumer trade-in for leading brands and retailers investing in a circular future. The initiative builds on the brand’s existing in-store...

Revolut coming under fire for high reports of fraud and low security measures

The e-money firm Revolut has been named in more reports of fraud in the last financial year than any of the major high street banks. This discovery comes alongside the firm refusing refund a customer, named Jack, who had £165,000...

Fraud is forcing ecommerce retailers to tighten refund policies

Retailers are losing billions to returns, refunds, and exchanges, with $394 billion spent globally, out of which at least $28 billion is directly impacted by fraud and abuse, according to Riskified’s report. The report highlights how the rise in fraud...

AI and analytics drive transformation in European contact centres

European contact centres are increasingly turning to advanced customer experience tools, including AI-powered systems and real-time analytics, to enhance both customer satisfaction and employee retention, according to a new report by Information Services Group (ISG), a global technology research and...

RCS set to quadruple by 2029, driving billions in revenue

Research by Infobip predicts that Rich Communication Services (RCS) traffic will experience a fourfold increase over the next five years. According to data from tech analyst Omdia, RCS messaging, comprising both Application to Person (A2P) and Person to Person (P2P)...

Political polarisation drives consumer boycotts

A recent survey by GWI, a global research firm, found that nearly a quarter (22%) of Americans have boycotted brands or products due to political stances in the past three months. Additionally, two in ten people have unfollowed brands or...