Category: Customer Experience

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...

How SOC 2 Compliance Enhances Customer Experience

With cyberthreats and data breaches becoming an everyday reality, there’s no doubting it–  customer trust is everything. Enter SOC 2 (Service Organisation Control 2), the compliance gamechanger. For companies handling or processing customer data, SOC 2 compliance isn’t just a...

Convenience comes first for customer behaviours

Demand for convenience is the number one customer behaviour to influence CX practitioners’ planning in 2024. This comes from the new report from CX Network, ‘The Global State of CX 2024′. Demand for convenience increased from fourth place in last...

UK supermarkets provide #1 excellent personalised content

In new research to find the UK’s best industries for personalised content, supermarkets have ranked first. “Supermarkets benefit from having access to a huge amount of data – from purchase frequency to brand preferences.” says the president of Optimizely, Shafqat...

Poor service has set customer satisfaction to lowest levels since 2010

UK customer satisfaction levels are at their lowest since 2010. The latest UK Customer Satisfaction Index (UKCSI) has seen a drop of 0.8 points since July 2023 to 75.8 out of 100.“The UK Customer Satisfaction Index is the independent barometer...

Consumers are committed to fashion brands despite economic difficulties

55% of UK consumers still actively engage with their favourite fashion brands, even if their financial situation doesn’t currently allow them to purchase their products. Consumers see this engagement as a view of purchasing once again as soon as their...