Tag: Customer Experience

Three tactics to improve customers’ post-purchase experience

‘The customer is always right’ as they say, but how much truth is there to this? In recent times, the gap between retailers and customers has grown, especially when it comes to how they view the post-purchase experience. For example, a recent...

This week in CX: the risk of generative AI

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at small business attitudes to customer support, what Londoners think of brand loyalty, and the risks of increasing generative AI. Key news The Great Resignation, a...

This week in CX: how good are your post-purchase & personalised experiences?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how retailers are failing post-purchase, what customers actually think of personalised content, and the lack of understanding about what service design is. Key news Medallia has surpassed...

The impact of Apple’s VR headset on retail: 5 essential factors to consider

Earlier this month, Apple unveiled its new virtual reality (VR) headset, Apple Vision Pro – and it has the potential to change customer experience on many different levels. For retailers, of course, this raises all types of questions. Principally, what does it mean for...

This week in CX: has the hospitality industry been sidelined?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at how the hospitality industry feels unsupported, as well as Gartner’s definition and perspective on ‘AI-mature’ organisations. Key news In case you’ve somehow missed it (it’s...

The Gen Z customer experience: Adapting for success in the digital age

As the first wave of 20-something Gen Z customers enter the e-commerce market, organisations find themselves faced with a generation that has never known a world without mobile phones or the Internet. For Gen Z, the digital landscape is not a novelty; it is...

We’ve got 27 years to reach Net Zero in the most polluted cities in the world. How can it be done?

Sustainability has always been a critical topic. But it’s now more important than ever. We’re on limited time to literally save the world by cutting back our emissions, getting control on global warming again, and striving for Net Zero in...

This week in CX: what’s the current source of stress for UK employees?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at new research from Gartner on customer service transition sentiments, how female employees feel about their financial situation, and what’s been happening with Amazon...

This week in CX: let’s get digital

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at digital customer experiences. Are these experiences truly personal? And what are the current consumer trends when it comes to brands creating videos? We’ve also...

How is the rising cost of living impacting customer contact demand?

Almost one in every two people (48%) report declining confidence in their ability to pay their bills and make ends meet, and more than 53% say they have had to delay a bill payment in the past 12 months. The rise in vulnerability,...