Customer experience

Instagram tests hiding likes to remove pressure on users

Instagram is hiding the number of likes on posts in several countries, including Australia and Japan, in order to ‘remove pressure’ on users. The trial which begins Thursday, means users will see a user name ‘and others’ below posts, instead of the number, on their feed. Instagrammers can still view the number of likes their […]

Reality of customer complaints experience at odds with providers’ perceptions of service

UK financial services and utilities businesses are underperforming when it comes to complaints handling, despite their growing belief that customers are satisfied with their performance. This is according to new research by regulatory and complaints handling experts, Huntswood.  Published today, Huntswood’s Complaints Outlook 2019 builds on its landmark 2016 report to provide a comprehensive picture […]

Over half of consumers looking for UK businesses to be more optimistic

Salesforce commissioned a survey of consumers and business leaders in the UK to gauge attitudes towards the role businesses should play to drive UK prosperity. The research found that almost three-quarters (72%) of UK consumers agree that business leaders need to step up and help create a successful global Britain. In the same study, business […]

Tourism businesses forecast scorching Summer sales as Brits plan staycations

Research from Square reveals it’s not just the weather heating up this summer, but domestic tourism too, as half of Brits plan staycations in the UK this year. The report reveals that the weaker pound and the uncertainty of Brexit are luring holiday-makers to destinations across the UK, presenting an opportunity for Britain’s small businesses […]


Analyst Forrester has teamed up with vendor Verint to provide a holistic approach to customer experience (CX) measurement and management. The partnership combines Forrester’s Customer Experience Index (CX Index™) methodology, benchmark data and engagement programme with Verint Enterprise Feedback Management™ (EFM) to create a single source for organizations to collect, analyse and act on benchmark […]

Why gamification is win-win for businesses and customers

Despite the term “gamification” being defined nearly two decades ago, it’s only recently become a successful reality for businesses, with many brands taking advantage of it in the past five years. Its adoption since 2010 has beaten all expectations after a slow start, and thanks to this sudden rise in popularity, the gamification market is […]

Customer experience best practice – rewarding loyal customers

Customer loyalty can be a difficult thing to retain. Human beings are frequently fickle and capricious, and can be unforgiving when their needs and expectations are not met. The best way to keep people ‘on side’ is to adhere to The Six PillarsTM of customer experience excellence, particularly in the areas of Personalisation, Time and […]