Tag: Customer engagement

Top 5 trends from judging CX Team of the Year – SME

I had the opportunity to be a judge at this year’s UK Customer Experience Awards 2024 organised by Awards International. The awards, now in its 15th year, is a distinctive platform that recognises the innovative efforts of the UK’s CX...

New retail media solution from dentsu and Salesforce drives growth through personalisation

Dentsu has partnered with Salesforce to launch Smarter Media, a retail media solution powered by AI designed to speed up monetization by allowing personalised buying journeys. According to Salesforce research, consumer expectations around retail experiences are evolving, with 80% of customers...

54% of UK marketers use AI for Black Friday pricing and promotions

According to recent data from Optimizely, more than half of UK marketers (54%) are utilising AI to determine pricing and promotions for Black Friday. As Black Friday continues to grow in importance as a start to the holiday shopping season,...

Prime Video launches spoiler-free recaps using AI

Amazon Prime Video has unveiled a feature to enhance the viewing experience without the risk of spoilers. “X-Ray Recaps,” a generative AI tool, offers summaries of episodes, entire seasons, and even some specific scenes, helping viewers refresh their memory or...

Riyadh Municipality: Shaping a ‘future ready’ city

As Saudi Arabia’s capital gears up for global events like Expo 2030 and the World Cup, Riyadh Municipality is redefining its public services to become a model of modern governance. In response to rapid growth, the municipality is shifting from...

Future customer success: breaking down silos and redefining metrics

Customer success has moved far beyond simply providing support. It’s now a pivotal function that can make or break a business. However, with this rise in importance comes a surge in complexity, and many CX professionals are grappling with outdated...

Vulnerability drives business change

Vulnerable customers have become unlikely harbingers of change in the financial services world. Consumer Duty regulations first introduced in 2022 by the Financial Conduct Authority (FCA), have evolved in the last two years, and from July ‘24 now apply to...

Consumers prefer human agents for customer support

A new consumer survey by Five9 dug deep into customer perceptions of AI and its role in the evolving customer experience. The study investigated consumer sentiment around AI in specific industries, such as holiday shopping, travel, and healthcare. The key takeaway...

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...

65% of shoppers want holiday gifts from brands

The latest Snappy gifting report reveals that 65% of loyalty program members want to receive holiday gifts from their favourite brands, showing the growing role of gifting in customer engagement. This highlights that holiday gifts can significantly influence brand loyalty,...