Category: Customer Experience

Fashion retailer Guess launches customer recycling programme

American fashion brand Guess? has launched GUESS Again, a customer recycling programme in partnership with SuperCircle, the textile recycling platform powering consumer trade-in for leading brands and retailers investing in a circular future.The initiative builds on the brand’s existing in-store...

Revolut coming under fire for high reports of fraud and low security measures

The e-money firm Revolut has been named in more reports of fraud in the last financial year than any of the major high street banks. This discovery comes alongside the firm refusing refund a customer, named Jack, who had £165,000...

Fraud is forcing ecommerce retailers to tighten refund policies

Retailers are losing billions to returns, refunds, and exchanges, with $394 billion spent globally, out of which at least $28 billion is directly impacted by fraud and abuse, according to Riskified’s report. The report highlights how the rise in fraud...

AI and analytics drive transformation in European contact centres

European contact centres are increasingly turning to advanced customer experience tools, including AI-powered systems and real-time analytics, to enhance both customer satisfaction and employee retention, according to a new report by Information Services Group (ISG), a global technology research and...

RCS set to quadruple by 2029, driving billions in revenue

Research by Infobip predicts that Rich Communication Services (RCS) traffic will experience a fourfold increase over the next five years. According to data from tech analyst Omdia, RCS messaging, comprising both Application to Person (A2P) and Person to Person (P2P)...

Political polarisation drives consumer boycotts

A recent survey by GWI, a global research firm, found that nearly a quarter (22%) of Americans have boycotted brands or products due to political stances in the past three months. Additionally, two in ten people have unfollowed brands or...

Survey shows online reviews now more influential than family, friends, and traditional media

Consumers consider many factors when making purchases, but online reviews are becoming increasingly dominant, reveals a recent survey by Reputation, a reputation performance management company. Today, 54% of U.S. consumers trust reviews more than opinions from family, friends, company claims,...

In-store shopping is back, with 61% of shoppers enjoying the experience

A new study by Ryder System revealed that in-store shopping is making a comeback, with consumer sentiment up 21%. While online shopping is still the number one choice, many shoppers are slowly turning to physical stores, showing a growing desire...

81% of Americans regularly use voice technology

A new survey from TELUS Digital shows that voice technology is becoming a key part of daily life for Americans, with 81% of consumers utilising it regularly at home or work. Over the past year, 68% have increased their use...

Digital experience excellence remains elusive for many marketing leaders

As digital experiences become increasingly important for brands, many marketing leaders are grappling with the challenge of delivering them effectively.A new report from Sitecore reveals that 73% of marketing leaders feel they are falling short of delivering excellent digital experiences...