Category: Customer Experience

Hallucinating chatbots and misleading information: how to bridge the AI  – human divide

Any business with a large customer base appears to be prioritising AI, automation and chats to improve customer service and overall customer experience. But is that what the customer wants? Christian Banhans, managing director of spusu, believes there is away to...

Sigma Connected deploys AI platform to clear up call quality

Call centre operator, Sigma Connected has deployed an AI-powered noise cancellation platform to clear up the sound quality of its voice calls. Sigma started testing Iris Clarity in February of this year and has since optimised hundreds of thousands of...

How SOC 2 Compliance Enhances Customer Experience

With cyberthreats and data breaches becoming an everyday reality, there’s no doubting it–  customer trust is everything. Enter SOC 2 (Service Organisation Control 2), the compliance gamechanger. For companies handling or processing customer data, SOC 2 compliance isn’t just a...

Convenience comes first for customer behaviours

Demand for convenience is the number one customer behaviour to influence CX practitioners’ planning in 2024. This comes from the new report from CX Network, ‘The Global State of CX 2024′. Demand for convenience increased from fourth place in last...

UK supermarkets provide #1 excellent personalised content

In new research to find the UK’s best industries for personalised content, supermarkets have ranked first. “Supermarkets benefit from having access to a huge amount of data – from purchase frequency to brand preferences.” says the president of Optimizely, Shafqat...

Poor service has set customer satisfaction to lowest levels since 2010

UK customer satisfaction levels are at their lowest since 2010. The latest UK Customer Satisfaction Index (UKCSI) has seen a drop of 0.8 points since July 2023 to 75.8 out of 100. “The UK Customer Satisfaction Index is the independent barometer...

Consumers are committed to fashion brands despite economic difficulties

55% of UK consumers still actively engage with their favourite fashion brands, even if their financial situation doesn’t currently allow them to purchase their products. Consumers see this engagement as a view of purchasing once again as soon as their...

Is poor listening hurting customer experience? 

Customer happiness should be stronger than ever. Businesses have almost unlimited scope to collect deep insights about individual needs, while three in ten customers are willing to pay more for products that come with better service. So, why are satisfaction levels stuck at...

Exclusive community discounts will foster strong customer loyalty and connections

Exclusive retail offers are recognised as a key driver in customer loyalty. The new research comes from a survey conducted by SheerID, in its 2024 Customer Loyalty Report.  Nearly three quarters of respondents feel more emotionally connected to brands that give them...

Improve quality assurance by creating a deeper human understanding

Quality assurance (QA), in its simplest terms, means checking that a product or service is completely up to scratch. So, when MVF set out to better its QA, its aims were high to create genuine value and assure that what its...