Category: Customer Experience

Vinted responds after update made platform impossible to use

The second-hand online marketplace Vinted has listened to customer feedback and abandoned their recent update. The app originally set out to change its delivery options, and remove couriers. The company eventually backtracked after users shared frustrations that it would make...

Generational differences for better customer service are revealing new standards

Older generations of customers show less loyalty and patience towards brands than the younger Gen Z (aged 12-27), a new study by Zoom has found. This research comes from Zoom’s Morning Consult survey, examining how consumer expectations have shifted, and...

Is it really time for a new definition for VoC?

Last time I wrote about our lack of common definition of VoC, leading to both poor purchasing of platforms and a narrowing of the definition. My biggest worry about VoC is how it is being redefined as surveys. It simply...

Calls for inclusive technology to assist vulnerable customers

Derry City Strabane District Council (in Northern Ireland) has called for the hospitality sector to include more QR codes to help visually impaired customers. The hope is that this would encourage blind or partially-sighted people to visit more restaurants independently, without...

Keeping customers loyal requires a balance of data and creativity

There is a discrepancy between what customers want and what brands are delivering when it comes to loyalty. Recent research found that while 72% of customers say they are willing to stay loyal if offered discounts and rewards, half of brands say...

The key to improving CX and driving revenue in the travel industry

As the summer season heats up, so does the travel industry, with millions of people planning holidays and adventures. However, recent IT outages that led to widespread flight cancellations and booking disruptions have underscored the industry’s vulnerabilities. These challenges highlight the...

Hospitality: The heartbeat of exceptional experiences

This piece was co-authored by Michael Mattson, Chief Empathy Officer at Walk A Mile CX, and Nick Bond, CXO at Apex. Close your eyes and imagine stepping into a world where you are the centre of attention, where every detail is carefully...

6 strategies to help bridge the CX personalisation gap

There is a consensus among customer experience practitioners when it comes to personalisation: when done well, it can be a business differentiator. It’s easy to see why. Personalisation shows to customers the value that brands place on their relationships –...

Contact centres at a crossroads: interview with Sat Sanghera

The contact centre has been the bedrock of customer experience strategy (and source of customer frustration) for the last 35 years. But will the advent of AI change all of that? What is the evolution of the contact centre now set...

Elevating the travel experience: How omnichannel, personalised and proactive support drives customer satisfaction

The staycation era is well and truly over. Building on two years of sustained resurgence in international travel, a return to pre-pandemic levels of passenger volumes is on the cards for 2024. With global restrictions all but gone, and consumers browsing the widest choice of direct flight destinations seen since 2019, globe-trotting tourism is back. Yet the gathering momentum is likely to wrong-foot many travel providers, as they struggle to overcome both familiar and new obstacleswhile servicing significantly increased demand. With geopolitical tensions mounting, and extreme weather...