Tag: Customer engagement

SMS becomes a critical tool for consumer engagement 

According to the latest report by EZ Texting, there has been a dramatic shift in consumer behaviour, with SMS emerging as a pivotal channel for business communication, boasting an astonishing 98% open rate. This shift highlights the transformation of texting...

Great in-store retail experience… so why is the website so bad?

Have you ever walked into a store and felt transported? It might have been the intoxicating scent, the unexpected decor, or the labyrinth-like layout. But that magic often disappears when you visit a brand’s website, despite increased investment in digital brand...

Cost of bad customer experiences hits $3.8 trillion, claims Qualtrics

There’s an almost never ending stream of reports talking about the dire state of customer experience. The 2025 Consumer Trends Report from Qualtrics doesn’t break the trend, predicting that a titanic $3.8 trillion dollars is at risk from bad customer...

Text message offers drive purchases for 86% of consumers

For brands aiming to connect with consumers, there’s no channel more personal or effective than the mobile phone. Recent findings from Vibes’ 8th annual Consumer Insights survey reveal just how central SMS and digital wallets have become in shaping shopping...

AI vs UI: which is the real revolution for user experience?

The term “AI revolution” has shifted from buzzword to reality in the last two years, inspiring technologists, businesses and customers with the possibilities. From chatbots that can reply to customer emails to algorithms that personalise shopping recommendations, AI is changing...

E-commerce shines bright as U.S. holiday spending climbs in 2024

Holiday retail sales in the U.S., excluding automotive purchases, rose by 3.8% from November 1 to December 24 compared to the same period in 2023, according to the latest Mastercard SpendingPulse report. The data shows a resilient consumer base fuelled...

Tata Communications revolutionises customer interactions with Kaleyra AI

Tata Communications has introduced Kaleyra AI, an AI-powered suite designed to transform how businesses connect with customers. This portfolio aims to redefine engagement by providing advanced capabilities that transcend traditional communication tools and integrate with existing platforms like live agent...

The rise of podcasts among Gen Z and Millennials

Podcasts have surged in popularity among younger audiences, becoming a vital part of daily life for many gen-z and millennials. The medium’s flexibility, and ability to deliver ‘on-demand’ entertainment and information cater to the preferences of these tech-savvy generations. Whereas prior...

QuestionPro acquires video streaming & collaboration platform SpatialChat

QuestionPro has announced its acquisition of SpatialChat, a European video streaming and immersive virtual environments platform. This move will bolster QuestionPro’s Qualitative Research and Customer Experience (CX) platforms while propelling SpatialChat’s technology into the U.S. and global markets. SpatialChat is known...

Ageas UK CEO Ant Middle on CX,  AI and his plans for 2025

In October Ageas UK’ CEO, Ant Middle picked up the Lifetime Achievement Award at the UK Customer Experience Awards. It was the fourth award that night for the insurance firm that has invested heavily in technology to streamline customer journeys,...