Category: CXM News

Nearly 80% of shoppers want tailored offers this Black Friday/Cyber Monday

As nearly 80% of shoppers desire tailored recommendations this Black Friday and Cyber Monday, a new survey by Sinch is forecasting a shift toward personalisation, conversational commerce, and secure communication. The survey anticipates businesses leveraging AI, omnichannel promotions, and real-time...

Chatbot issues cause one-fifth of telco customers to drop purchases

A new survey by 15gifts reveals that telco providers are losing 20% of customers because of inadequate chatbot support, with 24% stating chatbots as their main frustration when shopping for telco services online. The study, which surveyed consumers across the...

This week in CX: what do we do with reviews?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at how reviews impact customer behaviour, what’s happening with the job market and is cloud technology the frontier in CX and personalisation. We’re also...

Slow shopping emerges as key trend in holiday spending this year

New research from Affirm reveals that consumers are expected to spend the same or more this holiday season, but with a more intentional, “slow shopping” approach. The survey, conducted by Talker Research on behalf of Affirm, shows that more than...

Cisco deploys gen AI to elevate customer experience

Cisco has revamped its customers’ digital experience with an extensive rollout of generative AI. The networking giant has quietly used artificial intelligence to build and train data science models to create predictive ‘next best experiences’. The team started blending generative AI into...

Cloud technology is the frontier for customer experience and personalisation

In an age where customers want hyper-personalised interactions, cloud technology is slowly becoming a key enabler for organisations that want to provide seamless, tailored experiences. Cloud-based tools are changing the way businesses communicate with consumers by enhancing real-time interaction and...

UK internship opportunities fall 30% as job market tightens

Internship opportunities in the UK have dropped this year, making it harder for students and graduates to obtain work experience. According to a survey by Adzuna, the number of internships has decreased by 30% compared to 2022, with only 3,817...

BT Group slashes carbon footprint and boosts productivity

In the summer of 2023, Darren Bayney was working as a business service enablement consultant with BT Group. He’d been tasked with forensic examination of the firm’s sprawling business field services operations, with an eye on improving the sustainability credentials...

Forrester’s marketing and CX predictions for 2025: rising prices to erode brand loyalty by 25%

Forrester’s B2C Marketing & Customer Experience Predictions for 2025 suggest a significant shift in consumer behaviour as price sensitivity rises, leading to a projected 25% decline in brand loyalty. With inflation and economic uncertainty pushing consumers to rethink their spending...

AI-Powered post-purchase experiences on the rise in UK eCommerce

UK retailers are doubling down on AI to enhance the post-purchase experience. According to research from Scurri and IMRG, UK e-commerce businesses are rapidly adopting AI solutions to streamline and improve the customer journey after purchase. By 2025, AI will power...