Category: Customer Experience

Lack of consumer trust across industries, from media to governments

The 2022 Thales Consumer Digital Trust Index: A Consumer Confidence in Data Security Report has revealed that there is a lack of consumer trust across industries to protect their personal data. Based on a survey of more than 21,000 consumers...

11 foundational capabilities for customer self-service portal success

The customer support portal has taken a central role for support organisations, providing customers with access to easy, self-service answers 24 hours a day. Yet, despite the central role the portal plays in the delivery of the digital customer support...

The reality of vulnerability within CX

Sarah’s storyI, and other members of the local community occasionally assist at our local food bank. The food bank provides emergency food and support to community members in need, like Sarah. Prior to her recent divorce, she and her partner...

Stories from the airport: the post-Covid flying experience

Travelling over the past three years have become an emotionally charged and uncertain experience. Have our feelings towards airports changed? I decided to ask two groups of people to help me understand the current travel disruption: CX professionals working for...

As prices rise, it’s the little things that matter for long-term brand loyalty

The cost-of-living crisis is dominating UK headlines. Inflation is continuing to rise; shop prices are at their highest in 10 years; and consumer confidence is at a record low. Research suggests the cost of some everyday groceries has risen more than 20%. Consumers...

How can neuroscience studies be used to improve the overall shopping experience?  

According to Deloitte, “Neuroscience studies can be used to identify motivating elements that increase customer motivation-to-buy. This is in addition to removing distractions in the online shop and thus improving the overall shopping experience”. It gives retail businesses a better...

Christmas shopping in the face of economic uncertainty 

Consumer pessimism continues to spiral in the UK, with the cost-of-living crisis and rapidly rising inflation coupled with geopolitical uncertainty leading to downtrends in overall spending. Unsurprisingly, people are adopting an affordability-first mindset when it comes to their finances, particularly...

Junior marketers are at the forefront of CX innovation

While excellent customer experience (CX) is widely accepted as a cornerstone of business success, it can be challenging to sustain over time. The key to innovating customer experience and breaking this pattern is experimentation. This is according to Optimizely’s Experimentation...

Real talk 2.0: join us on October 4th for an interactive CX day celebration

Did you know that this year’s CX Day will mark 10 years of this global celebration? CX practitioners across the globe will once again raise a glass and celebrate efforts invested in improving products and services.As a leading CX magazine,...

The high street come back: how to transform the customer experience 

The most notable effect of the pandemic on consumer habits has been the great shift away from physical spaces into the digital realm. The impact was so severe that household names like Debenhams couldn’t survive the seismic change. Ecommerce accelerated...