Tag: Customer Experience

Landmark Information Group have the best B2B customer experience of 2024

Landmark Information Group has been crowned the gold winner of the Best B2B Customer Experience. The company received this accolade at the UK Customer Experience Awards 2024. “We’re delighted to have won, we’re over the moon. This has been a two...

TV drives nearly $145 billion in annual consumer spending

A new report from Shopsense AI, titled “Turning TV Into a Retail Powerhouse,” reveals that television has become a significant force in driving consumer spending, contributing nearly $145 billion in U.S. retail sales annually. TV content is increasingly influencing product...

Most retailers say generative AI boosts operational efficiency

According to a recent Syndigo report, nine out of ten retailers already use generative AI to enhance customer experiences. The most common applications include personalisation, search and discovery, and marketing and promotions, with 85% of retailers employing AI for customer...

Retailers are planning to continue commitment to physical stores

Almost three-quarters of European retailers confirm they have plans for further expansion of their physical stores, according to CBRE’s 2024 European Retail Occupier Survey. 71% of retailers that already have plans in place to increase their brick and mortar offering...

Fraud is forcing ecommerce retailers to tighten refund policies

Retailers are losing billions to returns, refunds, and exchanges, with $394 billion spent globally, out of which at least $28 billion is directly impacted by fraud and abuse, according to Riskified’s report. The report highlights how the rise in fraud...

This week in CX: fair work agency here to protect the workers

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the latest research in employment choices, the effect of online reviews and shopping preferences. We’re also discussing new updates from Wimbledon, Google,...

Political polarisation drives consumer boycotts

A recent survey by GWI, a global research firm, found that nearly a quarter (22%) of Americans have boycotted brands or products due to political stances in the past three months. Additionally, two in ten people have unfollowed brands or...

Survey shows online reviews now more influential than family, friends, and traditional media

Consumers consider many factors when making purchases, but online reviews are becoming increasingly dominant, reveals a recent survey by Reputation, a reputation performance management company. Today, 54% of U.S. consumers trust reviews more than opinions from family, friends, company claims,...

In-store shopping is back, with 61% of shoppers enjoying the experience

A new study by Ryder System revealed that in-store shopping is making a comeback, with consumer sentiment up 21%. While online shopping is still the number one choice, many shoppers are slowly turning to physical stores, showing a growing desire...

81% of Americans regularly use voice technology

A new survey from TELUS Digital shows that voice technology is becoming a key part of daily life for Americans, with 81% of consumers utilising it regularly at home or work. Over the past year, 68% have increased their use...