Category: Customer Experience

Sainsbury’s CEO calls for government action to help Brits feel confident to spend

Sainsbury’s CEO, Simon Roberts, has called for the UK budget action to boost consumer confidence. Roberts has stated that Brits hit by the cost-of-living crisis are unlikely to resume strong spending until the new Labour government sets out its tax...

Consumers are ready to trade privacy for personalised experiences

A recent study by Jack Morton has shown that almost half of consumers (48%) are ready to share their personal data in exchange for a better brand experience, and 30% said that they would even trade data for cash or...

Consumers alarmed by AI-driven cybercrime, yet few act

As consumers rely on digital payments, eCommerce, and other online interactions, concerns over cybercrime, such as identity theft and AI-driven attacks, are on the rise. According to a survey by Nationwide, while 80% of respondents are worried about identity theft,...

Shift in consumer shopping preferences opens new opportunities for in-store retailers

Sony’s latest State of Retail Technology Report 2024 uncovers a significant shift in the balance between online and in-store shopping, highlighting new opportunities for brick-and-mortar retailers. While e-commerce has dominated in recent years, the report indicates that consumers are beginning...

Bain & co, Kantar, and Qualtrics update their global CX standards

Following a 10-week industry-wide consultation, Bain & company, Kantar and Qualtrics have released their update of the jointly-endorsed Global Standards for Customer Experience. The revised standards are the result of cross-industry outreach and collaboration from the three firms, and introduce a...

Holiday shoppers prioritise price and speed, with mobile shopping leading the way

Holiday shoppers are increasingly shifting from traditional in-store experiences to fast, mobile-focused shopping in order to complete their gift buying in less than six hours, revealed a Celigo report. The survey also highlighted that most global consumers plan to spend...

The internet has made connection a whole new conversation 

As a Gen Z-er born in 1999, I’ve been online and with a phone in my hand for over half of my life. I got a non-internet flip phone just to text my parents and play Tetris at age 9,...

Eminent CX Leaders Gather for Second Annual Bucharest Conference

CX heavyweights are heading to Romania for the second annual customer experience conference later this month. Ian Golding, Mohamed Latib, Stefan Osthaus, and Codin Caragea will all feature at CX Conference Bucharest 2024 to be held on the 16-17 October. The...

Human advisors still top choice for insurance, yet consumer interest in AI surges

A recent global survey by UserTesting reveals that while 88% of adults still prefer human assistance for insurance advice, interest in AI is growing. The survey covered 4,000 adults across the US, UK, and Australia, highlighting widespread frustration with insurance...

Millennials and Gen Zers hate using the phone — what does that mean for customer and employee experience?

I got my son his first phone when he started secondary school, so he would’ve been nearly 11. We justified our decision by saying he needed one to call us in case of an emergency. Five years later, and we’re opening...