Category: Customer Experience

How can data analytics help us understand different countries’ unique shopping dynamics? 

Online shopping gathered momentum in the last decade and registered all time high growth during the Covid-19 pandemic. e-Commerce grew 25% in 2020, and sales touched almost US$ 5 trillion in 2021. However, the growth trajectory was not similar across markets. The European Union is a classic example of how each country has unique online shopping dynamics. This is mainly due to differences in consumer...

Prioritising CX in the travel and leisure industry

As interactions within the travel and leisure industry become increasingly digital, expectations of smart and sophisticated experiences rise higher. Today’s consumers demand personalisation, effortless self-service and immediacy. Their changing behaviours are impacting the customer journey.  Travel and leisure brands must adjust their...

Four signs your customer is a quiet critic, and how to give them a voice

Last year a new trend emerged in the workplace: quiet quitting.  Dissatisfied employees, unhappy in their roles, stopped communicating with their employers and kept their complaints and feedback to themselves. Instead of raising their concerns, these disenfranchised employees are now doing the...

How is the rising cost of living impacting customer contact demand?

Almost one in every two people (48%) report declining confidence in their ability to pay their bills and make ends meet, and more than 53% say they have had to delay a bill payment in the past 12 months. The rise in vulnerability,...

We are all CX – the mantra that made Univar Solution a trustful company      

As the main media partner for Awards International, Customer Experience Magazine get exclusive access to the winning companies all around the world. We interviewed Sam Wegman, VP of Customer Experience at Univar Solutions.  We discussed her career path and how her...

CX without traditional surveys: how is AI changing the way we collect and analyse feedback?

Over the last few years, we have seen major advancements in obtaining customer feedback, and technology. Surveys are dying out, and artificially intelligent robots are communicating with us at the speed of light.  Let’s put them together – how is the...

Relying on online tools and AI assistants alone won’t retain your customers. What will?

With consumer confidence constantly in flux – falling from a record low in January to its highest level in almost a year in February – the experiences that brands deliver today become increasingly important in winning over customers and their share...

The new era of customer centricity in a disruptive market

Some of the global changes in recent years have disrupted and forced businesses to pivot and adapt to continue to trade. Whereas, others have increased the opportunity for companies to meet customer needs better. But are businesses more or less customer centric...

Harnessing artificial intelligence to elevate immersive customer experiences

Everyday we are bombarded with countless different distractions. Be it a ping on our phones or smart watches, an email notification on our laptops or an eye-catching advert on a digital billboard – there are endless diversions that pull us...

The modern retail customer wants more than just an experience

Consumer attitudes and behaviours are changing. People are seeking value from their shopping, and while price will be the ultimate purchase driver, there is a reluctance to compromise on convenience and values. Expectations of service, retail technology and sustainability are rising. The future of...