Category: Customer Experience

Holiday shoppers prioritise price and speed, with mobile shopping leading the way

Holiday shoppers are increasingly shifting from traditional in-store experiences to fast, mobile-focused shopping in order to complete their gift buying in less than six hours, revealed a Celigo report. The survey also highlighted that most global consumers plan to spend...

The internet has made connection a whole new conversation 

As a Gen Z-er born in 1999, I’ve been online and with a phone in my hand for over half of my life. I got a non-internet flip phone just to text my parents and play Tetris at age 9,...

Eminent CX Leaders Gather for Second Annual Bucharest Conference

CX heavyweights are heading to Romania for the second annual customer experience conference later this month. Ian Golding, Mohamed Latib, Stefan Osthaus, and Codin Caragea will all feature at CX Conference Bucharest 2024 to be held on the 16-17 October.The...

Human advisors still top choice for insurance, yet consumer interest in AI surges

A recent global survey by UserTesting reveals that while 88% of adults still prefer human assistance for insurance advice, interest in AI is growing. The survey covered 4,000 adults across the US, UK, and Australia, highlighting widespread frustration with insurance...

Millennials and Gen Zers hate using the phone — what does that mean for customer and employee experience?

I got my son his first phone when he started secondary school, so he would’ve been nearly 11. We justified our decision by saying he needed one to call us in case of an emergency.Five years later, and we’re opening...

Half of US consumers are engaging in live shopping

Insights from VTEX’s latest survey on live shopping reveal growing popularity, yet a significant gap in consumer awareness regarding when and where these events are taking place.The survey, conducted with 1,000 respondents aged 18 and older, found that 45% have...

Happy contact centre agents lead to happier customers

A recent study by Intradiem has revealed that 97% of contact centre leaders believe agent tenure directly impacts customer satisfaction (CSAT), with 46% reporting that longer-tenured agents tend to achieve higher CSAT scores. The study highlights the critical role of...

Customers are losing millions of pounds from energy and broadband firms

A new Which? survey has found that energy and broadband UK customers have lost an estimated £298 million and 27.3 million hours to poor customer service. In the past year, 45% of respondents had contacted their broadband supplier, and 42%...

UK consumer confidence falls sharply in September

Consumer confidence in the U.K. has sharply declined in September, reflecting concerns over personal finances and economic conditions. With borrowing costs expected to remain high following the Bank of England’s decision to hold interest rates, research group GfK reported a...

UK subscribers split on embracing mobile operator perks like streaming and broadband

A recent survey of over 3,000 UK mobile subscribers reveals a stark generational divide in the adoption of value-added services like music and video streaming, and home broadband. Younger subscribers, aged 16-29, are the most eager, with 45% willing to...