Consumers threaten exodus over the rise of AI chatbots
Brand owners might see the adoption of AI chatbots as a perfect way to cut costs but the rise of…
customer service
Turn back time: Brits crave vintage shopping experience
Many who lived through the 1970s and 1980s might still carry the scars but for the younger generation they were…
Why are we waiting? Retailers in dock over CX failings
UK retailers might talk a good game about omnichannel marketing – ensuring they target shoppers at every touchpoint – but…
Customer centric firms ‘grow faster and are more agile’
Customer centric organisations grow nine times faster and are four times more likely to have highly satisfied employees, and the…
Not a lot like a bot as human touch still rules OK
It may be nearly 45 years since Blondie sang “don’t keep me hanging on the telephone” but the sentiment is…
Facebook holds talks over plan to link with major banks
Facebook has raised more than a few eyebrows following reports that it is seeking deals with major banks that could…
Exposed: the two worst sectors for customer experience
Airlines and those providing broadband and TV packages did more than firms operating in any other sector to damage their…
First Direct clobbered over shocking treatment of widow
First Direct’s crown as the best UK brand for customer service has not only slipped, it has gone crashing to…
TalkTalk flayed over brutal treatment of pensioner
TalkTalk’s claim that it “always strives to give customers the best experience possible” has been rubbished after the company used…
TalkTalk hits back at ‘worst customer service’ claim
TalkTalk has come out fighting after an independent analysis of “tens of thousands of visits” to the contact centre menus…