Why a little bit of friction helps build the experience
For years, the dominant thinking in customer experience has been to remove friction wherever possible. And in many cases, that…
customer experience
Virgin Media fined £28m for blocking customer exodus
Ofcom has whacked Virgin Media with a £28m fine – the largest ever penalty under its consumer protection rules –…
CX WTH: UK firms ‘blind to the needs of customers IRL’
UK businesses stand accused of fundamentally misreading their customers – from how quickly they respond to enquiries to the importance…
Agentic AI assistants set to be judge and jury for brands
The rise of agentic AI is set to turn customer experience strategy on its head; brands will no longer be…
Get your kicks in 2026… by offering paid experiences
For years, marketers have fixated on the attention economy – fighting for a few more seconds of a consumer’s scrolling…
Brits crave omnichannel retail but beware the data grab
UK shoppers are moving beyond the “online versus in-store” debate, demanding a seamless, omnichannel experience that combines the best of…
Bot rot sets in as Brits crave human CX over robot hell
The rise of artificial intelligence is having a major impact on customer experiences across the UK, with Brits increasingly ditching…
GetYourGuide summer blitz pushes offbeat adventures
Londoners are being urged to discover and book “out of the ordinary” experiences that buck the tickbox tourist trail in…
Loyalty schemes ‘now a safety net for Brits and brands’
Consumers no longer view loyalty programmes simply as a way to get discounts, they are looking for value and security:…
UK shoppers want retailers to be ‘friends with benefits’
The recent spate of cyber-attacks on UK retailers – including M&S, Co-op, North Face and Harrods – has failed to…