Tag: Customer service

AI is reshaping customer experience for faster, personalised service

According to a recent survey by TaskUs, over 75% of businesses are implementing or planning to leverage generative AI (Gen AI) to transform customer service and operations. This move aims to streamline CX by boosting agent-assist capabilities, enhancing content development,...

Personalisation isn’t working: more than half of consumers see irrelevant ads

Despite the recognised significance of personalisation for marketing efforts, more than half (56%) of consumers have admitted to still seeing ads that aren’t relevant to them. This follows news from this summer that Google had reverted on their plans to...

Only 17% of Brits can recognise when they’re using AI

New research has revealed that over 4 in 5 consumers don’t recognise when they’re using AI. This follows recent news that the UK, EU, US, and more have signed the first legal agreement on AI. Sopro’s new study has found...

UK businesses must act on customer service failures

The energy regulator, Ofgem, has warned companies to improve their customer service or face consequences. Experts at money.co.uk have revealed that over 265,000 complaints have been filed against firms in England and Wales since January 2024. Citizens Advice data shows that...

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...

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...

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...