Category: Customer Experience

Ikea launches own second-hand marketplace

To capitalise on the growing market for secondhand goods, Ikea has introduced its online marketplace. Customers can now buy and sell directly from each other, eliminating the need for third-party platforms like eBay or Gumtree. Ikea Preowned is currently available in...

Aldi to assist financially vulnerable customers with back-to-school fund

Aldi has launched a fund to support customers that are struggling with the costs at the start of the new academic year. As part of the back-to-school fund, the discount store will give away vouchers worth £100 to parents throughout...

Hundreds of discounted first-class tickets sold due to Qantas pricing error

Qantas offers refunds or upgrades to business class for hundreds of passengers who mistakenly bought first-class flights at a significantly discounted price.The error, which was caused by a coding glitch, resulted in flights between Australia and the US being advertised...

Customers raise suspicions that non-loyalty member prices are a rip-off

New research from Which? has found that some customer deals may not be as good as they seem. In some cases, non-member prices are an outright rip-off. The investigation found concerning membership pricing practices at Boots and Superdrug and at...

Consumers demand more choice on payment methods as spending habits change

Over half (56%) of worldwide consumers have changed their spending habits over the last year. Not only are they becoming more price conscious, but are demanding more payment choices. 43% of consumers have abandoned their online shopping basket if the...

GoTo adds over 40 features to Connect platform to foster CX

GoTo has added over 40 features to its Connect platform.The updates, which are designed to enhance the customer experience, offer businesses improved data analytics, streamlined workflows, and enhanced AI-driven interactions. “Providing a seamless customer experience is no longer a luxury for...

Luxury retailers head to Central London streets for top in-store shopping results

New data from CBRE found that central London retail investment volumes increased 71% quarterly, totalling £424m in the second quarter 2024.Luxury retailers now flood to Bond Street and Oxford Street particularly for higher foot traffic and sales success. In Oxford Street,...

Customers not able to resolve their simple self-service issues

Only 14% of customer service and support issues are fully resolved in self-service. Even “very simple” issues are only resolved 36% of the time in self-service. The new research comes from a Gartner survey. “While 73% of customers use self-service...

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...