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Is this the end of customer loyalty?

Over half (56%) of Brits have switched from a favourite brand they were loyal to due to increased inflation and the cost of living crisis, while one in five shoppers (19%) agree that they can ‘no longer afford to be loyal’. That’s...


Customer experience trends to look out for in 2023

The continued growth in online shopping means brands are more under pressure than ever to provide sleek digital experiences. So, what should companies look to improve and invest in with regards to customer experience in the year ahead. Five customer experience professionals from leading brands...


Cisco’s customer journey 

Zarina Pasalic, Director of Digital Customer and Partner Experience EMEA at Cisco, speaks to us about optimising the customer journey, streamlining the digital experience and bringing diversity into the workplace.   Zarina Pasalic, Director of Digital Customer and Partner Experience at...


Keeping compliant as Australia’s workforce defaults to digital 

Jeremy Paton, Team Engagement Solutions Lead, APAC, Avaya, examines how evolving consumer habits and expectations can affect the cybersecurity of businesses while staying compliant.  Australia’s appetite for digital services is rampant. While there’s still a time and place for...


Securing customer loyalty with email and data

Guy Hanson, VP of Customer Engagement at Validity, speaks to Intelligent CXO about the importance of email channels and effective data management. He also tells us about how marketers must combine these elements to create a strong business approach. As the pandemic finally dissipates, the next...


Three key findings from Jumio’s digital identity 2022 research 

Providing a digital identity to create an online account or complete a transaction is becoming more commonplace globally. A digital identity is an electronic file containing a person’s identity information, often used to prove their identity online. Gartner has predicted that by...


Why immersive customer experience gives superpowers to your consumers  

Simple, convenient and visually attractive were the ideal CX, but this has become the expected norm. Now CX leaders need to create immersive customer experiences and produce positive emotional outcomes. Alex Smith-Bingham, Group Offer Lead for Customer Experience at Capgemini, tells us...


AI is the power tool of CX 

A new global research report from MIT Sloan Management Review (SMR) Connections, Delivering Experiences That Win Business and Build Loyalty: CX Champions Share Their Strategies, sponsored by SAS, has revealed that customer experience (CX) champions gain better returns from...


Battle of the banks – How to build loyalty in banking 

White Label Loyalty is a Yorkshire-based company that specialises in designing tailor-made loyalty programmes for brands. Achille Traore, CEO, White Label Loyalty, talks to us about how the financial sector is growing more dependent on customer experience and why it is implementing loyalty...


90% of Brits will leave a brand they trusted after only two or three poor customer experiences 

Emplifi, a leading unified customer experience platform, has released, 11 key things consumers expect from their brand experiences today, a new report which reveals that the majority (90%) of UK consumers will leave a brand they were once loyal to after only two or three bad customer service...


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