Tag: Customer Experience

Brits still trust letters over emails, study finds

In an age of emails, texts, and endless app notifications, you’d think the humble letter was dead. Think again. New research from Quadient reveals that Brits still love their post—79% sent a letter last year, and over half (53%) say...

Consumers prioritise local retail for trust and convenience

Consumers are increasingly turning to local retailers for the trust, connection, and personalized service they offer—often willing to pay higher prices for the experience. According to data from Locally, 71% of shoppers prefer to buy from local stores, even if...

Intradiem & Five9 maximise productivity and engagement in contact centres

Intradiem has announced an expanded partnership with Five9, combining its patented real-time automation technology with Five9’s intelligent CX platform, enabling contact centres to boost efficiency, improve agent engagement, and enhance customer interactions.“Partnering with Five9 represents a powerful synergy between two...

Press Ganey and Microsoft team up to enhance care quality with AI

Press Ganey has announced a strategic collaboration with Microsoft to revolutionise healthcare by delivering actionable insights that improve patient safety, care quality, and overall experience.By combining Press Ganey’s vast healthcare data with Microsoft’s advanced AI, cloud computing, and ambient listening...

CX is a team sport

Customer experience (CX) is still a relatively new business discipline. It’s often understood as the process of understanding and managing customer’s interactions with a brand to create positive experiences at every touchpoint.What’s less clear, is how to do that successfully...

New updates from 8×8 to sweep customer frustration

Customer experience solutions vendor 8×8 has launched new enhancements to its CX platform, helping organisations boost operational efficiency and elevate customer interactions.Key updates include expanded 8×8 Secure Pay capabilities, enabling seamless payments via SMS and email, and an upgraded...

Need in-depth AI research? OpenAI’s ‘Deep Research’ might be the answer

OpenAI has unveiled Deep Research, a new ChatGPT agent designed to support users who require thorough, precise, and multi-source research. Rather than providing quick summaries, Deep Research assists with complex investigations across finance, science, policy, and engineering fields. It provides...

Consumers are shopping while streaming, scrolling, and browsing

According to a recent report by Salsify, 69% of shoppers are making purchases while simultaneously engaging in other activities—whether watching movies, browsing YouTube, or scrolling TikTok. Many consumers even juggle multiple distractions at once while shopping, highlighting the rise of...

Public voting closes on CXMStars

Voting has closed on this year’s edition of the CXMStars. The list of the top 50 CX influencers and professionals will be published on 10th February.This year’s competition received nearly 200 nominations from Europe, the US, the Middle East, India...

How blame culture drowns out the positives of diversity

Did Donald Trump’s “blame diversity” reaction to the Washington DC plane crash shock you? Imagine if someone in your business blamed diversity for a negative result or problematic product launch.   Or, perversely, they complained about diversity as the company...