Category: Customer Experience

Half of US consumers are engaging in live shopping

Insights from VTEX’s latest survey on live shopping reveal growing popularity, yet a significant gap in consumer awareness regarding when and where these events are taking place. The survey, conducted with 1,000 respondents aged 18 and older, found that 45% have...

Happy contact centre agents lead to happier customers

A recent study by Intradiem has revealed that 97% of contact centre leaders believe agent tenure directly impacts customer satisfaction (CSAT), with 46% reporting that longer-tenured agents tend to achieve higher CSAT scores. The study highlights the critical role of...

Customers are losing millions of pounds from energy and broadband firms

A new Which? survey has found that energy and broadband UK customers have lost an estimated £298 million and 27.3 million hours to poor customer service. In the past year, 45% of respondents had contacted their broadband supplier, and 42%...

UK consumer confidence falls sharply in September

Consumer confidence in the U.K. has sharply declined in September, reflecting concerns over personal finances and economic conditions. With borrowing costs expected to remain high following the Bank of England’s decision to hold interest rates, research group GfK reported a...

UK subscribers split on embracing mobile operator perks like streaming and broadband

A recent survey of over 3,000 UK mobile subscribers reveals a stark generational divide in the adoption of value-added services like music and video streaming, and home broadband. Younger subscribers, aged 16-29, are the most eager, with 45% willing to...

Gen Z demand creative marketing with ‘cool’ content and imagery to keep brand loyalty

Almost half (46%) of UK Gen Z customers have abandoned a brand because they grew ‘bored’ of them, despite previous loyalty. The same rings true for 29% of other generations. The new research from SAP Emarsys has also found that...

68% of companies are not on track to meet their net-zero goals

According to the latest report by NTT, 68% of enterprises are falling behind on their net-zero targets, and this number could climb to 95% given the steep reductions required to meet those goals. Companies that are lagging (“followers”) cite challenges...

91% of consumers say customer service is key in choosing healthcare insurance

A recent Talkdesk survey has revealed that 91% of consumers consider the quality of customer service as a crucial factor in their decision to either stay with their current healthcare insurance provider or switch to a new one. “The fact that...

Frustration grows as 43% of customers can’t find answers in self-service

According to a recent Gartner survey, although many companies have invested in these capabilities, only 14% of customer service and support issues are fully resolved through self-service. The report revealed that even for “very simple” problems, only 36% of customers...

Retailers prepare for early Halloween demand as spending hits $11.6 billion

Halloween shopping starts even earlier this year, with 47% of US consumers making purchases before October, according to the National Retail Federation’s (NRF) annual survey. The survey shows a 37% increase in early shoppers compared to five years ago. Overall, Halloween...