Tag: Customer Experience

Beyond the goal: picking KPIs that lead to victory

We live and breathe metrics. Your car speedometer, your watch reminding you to take more steps, or even tracking how many hours of sleep you’ve managed to knock out. Businesses are no different and get similarly swamped with data points....

70% of shoppers turn to social media for holiday shopping inspiration

As the holiday shopping season approaches, social media platforms are expected to significantly influence consumer behaviours and brand engagement. A recent survey from Sprout Social encompassing US and UK insights shows that over 70% of shoppers rely on platforms like...

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...

Positive reviews drive 80% of diners to choose restaurants

According to a new HungerRush report, 80% of diners are more willing to visit restaurants with high food quality and taste ratings. This shows the role of online reviews in shaping where people dine, as owners seek to attract new...

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...

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...