Category: Customer Experience

AI is reshaping customer experience for faster, personalised service

According to a recent survey by TaskUs, over 75% of businesses are implementing or planning to leverage generative AI (Gen AI) to transform customer service and operations. This move aims to streamline CX by boosting agent-assist capabilities, enhancing content development,...

Personalisation isn’t working: more than half of consumers see irrelevant ads

Despite the recognised significance of personalisation for marketing efforts, more than half (56%) of consumers have admitted to still seeing ads that aren’t relevant to them. This follows news from this summer that Google had reverted on their plans to...

TAV Airports puts passengers first with innovation competition

In July, TAV Airports kicked off an innovation competition to give startups across Turkey, France and Jordan the opportunity to meet investors, gain exposure and win support to develop their ideas.  The Airport Innovation Days competition, which is held in conjunction with Group...

To AI or not to AI: 92% of customers say NO to AI agents

Intradiem’s latest research highlights a significant disconnect between contact center leaders’ priorities and consumer preferences. According to the findings, 92% of customers prefer interacting with human agents over AI-driven bots in contact centres. While businesses are increasingly focused on the...

Consumers start holiday shopping early amid concerns over in-store prices

According to a new Gartner survey, 32% of customers plan to start their holiday shopping before November of this year. The study reveals changing shopping habits, with only 14% of U.S. consumers planning to spend more than the previous year....

Amazon makes it easier for customers to access products across Europe

Amazon has launched Export Central, a tool aimed to provide customers in 39 European nations with a broader selection of products. Sellers that use Amazon’s Merchant Fulfilled Network (MFN) can now offer their products abroad, allowing buyers in countries without an...

Build an inclusive culture and support your teams to achieve CX success

Although women represent 70% of the CX workforce, just 30% of those in customer experience management are female. Helen Luty with her award at the UK CXA 2023 By focusing on building a team of like-minded, empathic individuals, Helen Luty, head of CX...

44% of shoppers spend 3+ minutes finding what they need in search results

Consumers are increasingly having trouble finding the right items when shopping online. A new survey from Constructor reveals the search struggles and slowdowns people have when they search and browse e-commerce websites, excluding Amazon. Most shoppers (68%) cite search difficulties as...

UK businesses must act on customer service failures

The energy regulator, Ofgem, has warned companies to improve their customer service or face consequences. Experts at money.co.uk have revealed that over 265,000 complaints have been filed against firms in England and Wales since January 2024. Citizens Advice data shows that...

Customer Connections provides staging point for CX revolution in HSBC

HSBC is quietly revolutionising its retail banking operations. What started out as a training programme in its Direct Mortgage team at the start of 2023 has evolved into a global initiative designed to embed empathy and improve customer experience into...