Customer experience

Waitrose extends ‘bring your own containers’ anti plastic scheme

Waitrose is extending a trial to remove packaging from many products after a positive response in its first store. The “Unpacked” scheme was tested in Oxford, with customers using their own containers to buy produce such as pasta, wine and frozen fruit. More than 200 products were taken out of their packaging at the Botley Road […]

Fortnite competition attracts 20 million viewers

Fortnite cemented its position as one of the hottest properties in esports with its inaugural World Cup attracting 19,629,975 total viewers on Twitch between July 26-28. According to Esports Charts, which collates esports viewers across multiple platforms, viewers watched a total of 22,705,809 hours across Mixer, Facebook, OpenRec.TV, Twitch and YouTube. The overall viewing peak saw 2,334,826 […]

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 […]