Tag: Customer Experience

Customer Connections provides staging point for CX revolution in HSBC

HSBC is quietly revolutionising its retail banking operations. What started out as a training programme in its Direct Mortgage team at the start of 2023 has evolved into a global initiative designed to embed empathy and improve customer experience into...

This week in CX: CX quality is at its lowest point since 2016

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the latest research impacting employees, and the latest retail updates as we prepare for the Golden Shopping Quarter.We’re also discussing new research...

Nearly 60% of consumers plan to cut everyday purchases for holiday shopping

59% of shoppers are saying they plan to cut everyday purchases in order to prioritise gifting budgets. More than three quarters are planning to maintain or increase gift purchases this holiday season. The findings come from Coveo’s new research report titled,...

Extra MSA boosts customer experience with major investment

Extra MSA, UK motorway services provider, has invested in new software to improve customer satisfaction.The company has partnered with Reputation to gather and analyse customer feedback, allowing for faster service improvements.The new software investment will provide valuable customer insights and...

Asos customers slam new return fee

Asos has sparked outrage among its customers after introducing a new policy that charges a return fee.The online retailer has begun charging customers £3.95 if they return items worth less than £40. This change has angered many customers, who have...

AI’s shift from hype to strategic execution

Generative AI is no longer just a buzzword. According to CallMiner’s 2024 CX Landscape Report, 87% of global CX leaders believe that implementing generative AI is key to their customer experience (CX) and customer service teams, and 91% believe AI will help...

The real secret behind customer retention in 2024

Think about when you are having a frustrating experience with an online brand. On average, how long do you estimate you persist before giving up? If you said, “less than a minute,” you’d be right. You’d also be part of...

This week in CX: top hospitality and travel companies pose security risks

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 the workplace, and it’s already time to look at the Golden Quarter of holiday season shopping.We’re also discussing...

Customers crave genuine brand experiences, not just a loyalty programme   

In today’s climate of economic uncertainty for companies and customers alike, brand loyalty is no longer a given. To stay with a brand, customers are demanding even more. It’s not just about better prices, they want experiences and connections.In 2023, loyalty achieved...

Consumers want a human touch in customer service

Twilio released a study showing that consumers want to talk to real people. The study found that 48% of UK and German consumers feel most understood when speaking to a person. This suggests that good listening is crucial for building...