Tag: Customer service

Hallucinating chatbots and misleading information: how to bridge the AI  – human divide

Any business with a large customer base appears to be prioritising AI, automation and chats to improve customer service and overall customer experience. But is that what the customer wants? Christian Banhans, managing director of spusu, believes there is away to...

Convenience comes first for customer behaviours

Demand for convenience is the number one customer behaviour to influence CX practitioners’ planning in 2024. This comes from the new report from CX Network, ‘The Global State of CX 2024′. Demand for convenience increased from fourth place in last...

UK supermarkets provide #1 excellent personalised content

In new research to find the UK’s best industries for personalised content, supermarkets have ranked first. “Supermarkets benefit from having access to a huge amount of data – from purchase frequency to brand preferences.” says the president of Optimizely, Shafqat...

Poor service has set customer satisfaction to lowest levels since 2010

UK customer satisfaction levels are at their lowest since 2010. The latest UK Customer Satisfaction Index (UKCSI) has seen a drop of 0.8 points since July 2023 to 75.8 out of 100. “The UK Customer Satisfaction Index is the independent barometer...

Is poor listening hurting customer experience? 

Customer happiness should be stronger than ever. Businesses have almost unlimited scope to collect deep insights about individual needs, while three in ten customers are willing to pay more for products that come with better service. So, why are satisfaction levels stuck at...

Exclusive community discounts will foster strong customer loyalty and connections

Exclusive retail offers are recognised as a key driver in customer loyalty. The new research comes from a survey conducted by SheerID, in its 2024 Customer Loyalty Report.  Nearly three quarters of respondents feel more emotionally connected to brands that give them...

Generational differences for better customer service are revealing new standards

Older generations of customers show less loyalty and patience towards brands than the younger Gen Z (aged 12-27), a new study by Zoom has found. This research comes from Zoom’s Morning Consult survey, examining how consumer expectations have shifted, and...

Is it really time for a new definition for VoC?

Last time I wrote about our lack of common definition of VoC, leading to both poor purchasing of platforms and a narrowing of the definition. My biggest worry about VoC is how it is being redefined as surveys. It simply...

Calls for inclusive technology to assist vulnerable customers

Derry City Strabane District Council (in Northern Ireland) has called for the hospitality sector to include more QR codes to help visually impaired customers. The hope is that this would encourage blind or partially-sighted people to visit more restaurants independently, without...

Customer service decline finds brands and shoppers more disconnected than ever

New research has found that the average quality of customer service is on the decline, as brands and UK shoppers are more disconnected than ever. A recent study by CommBox found that while nearly all business respondents (90%) believed their...