Amdocs helps Three UK harnesses data to drive personalised customer experience

A Three UK store in Maidenhead.

Amdocs, a provider of software and services to communications and media companies, has collaborated with Three UK to transform its data capabilities, enabling the UK-based operator to embed data-driven decision making and provide its customers with a more personalised experience.

Under the deal, which also includes a multi-year managed services agreement, Three UK is leveraging Amdocs’ industry-leading logical data model (aLDM) to build a scalable, open and modular data...

3 February 2023 | Customer Experience

Average UK customer service issue takes nine hours to be resolved

Customer service workers.

Online brand management firm, Yext, has unveiled the results of a new, original survey that reveals the extent to which consumers are struggling to find accurate information from brands online.

The research surveyed 3000 consumers across Europe, including 1,000+ consumers in the UK, and found that on average, respondents say it takes nearly 9 hours for a typical customer service issue to be resolved. This is much higher than the expected time it would take to resolve an...

1 February 2023 | Customer Experience

47% of UK businesses are embarrassed by their website

Website design sketches.

UK companies are losing a considerable sum of money each year due to poor website experience despite spending a substantial amount on marketing technology.

This is according to research by Storyblok, a content management system (CMS) category leader that empowers both developers and content teams to create better content experiences across all digital channels

500 business leaders at mid-sized e-commerce companies in the US and Europe were asked a range of questions...

30 January 2023 | CMO

65% of consumers say personalisation earns loyalty in 2023

A global survey of 5,000 consumers reveals critical changes to consumer spending amid inflation and economic uncertainty.

These findings highlight current sentiment on spending and what it will take to earn consumer loyalty in 2023.

Retail, travel, hospitality, media and entertainment most at risk as consumers rethink spending 

Consumers are thinking more critically about where they will spend their money in 2023, with 81% saying they will reassess their...

26 January 2023 | Customer Experience

21% of consumers never want to hear from retailers

A gnome holding a sign that says 'go away'

Just 16% of UK consumers think that retailers react to their feedback, despite 69% of businesses claiming to do so.

This is according to new data released by Emarsys, an SAP company. The company's research, which surveyed both consumers and retailers across the UK, highlights the struggle to keep up with customers and identifies a number of disconnects between the two. It found that 28% of UK consumers believe their feedback is being used purely for marketing purposes rather than...

19 January 2023 | Advertising

83% of marketers to prioritise investments in operational efficiency and hiring in 2023 

Someone taking a dollar out of a wallet.

Emplifi, a unified customer experience platform, today released a commissioned study conducted by Forrester Consulting on behalf of Emplifi, uncovering insights from 154 North American CMOs, marketing VPs, and directors responsible for CX, marketing strategy, paid media, or social media marketing.

The “Social Marketing Leaders Are In Critical Need Of Integrated Data And Agile Technology” study found that changing customer demands, macroeconomic pressures, and the need for an...

11 January 2023 | CMO

Northumberland Zoo turns to technology to transform the customer experience

Maxine Bradley with a racoon.

Owners at Northumberland Zoo believe an innovative technology platform they have introduced will be a gamechanger for the sector – growing income while also educating.

The family-run zoo, sat in 17 acres, near Felton, Morpeth, has partnered with County Durham-based n-gage.io, to implement the company’s audience engagement platform and attraction management software, created to improve the visitor experience.

Maxine Bradley, founder and zoo curator, explained:...

7 December 2022 | Customer Experience

23% of Gen Z avoid Google Home, Alexa and other Bluetooth devices

A Google Home device on a kitchen worktop.

Almost a quarter (23%) of Gen Zs avoid technology like Google Home, Alexa and other Bluetooth devices because of privacy concerns and only 35% want to see it in their homes.

This is according to a survey of 2,500 Gen Zs conducted by The Property Marketing Strategists. However, Gen Zs answers to other questions point the way to the future, suggesting that where they perceive a clear benefit and few downsides, they are ready to embrace the latest tech. 57%, for example, would...

6 December 2022 | Big Data

Don’t underestimate the power of AI in marketing

A voltage reader.

Matt White, VP EMEA of Quantcast, discusses how marketers can effectively employ AI to create a better customer experience and meet buyers where they’re at.

Bringing AI up in conversation can stir up a lot of different opinions. Hollywood has prompted an entire generation to fear AI thanks to Black Mirror, 2001: A Space Odyssey and Ex Machina - just to name a few.  This perception misses one crucial detail about AI though - when used correctly, it can revolutionise a...

1 December 2022 | Automation

Post Office partners with Yext to improve digital customer experience

Iona's Post Office.

Yext, the self-proclaimed 'answers company', has partnered with Post Office, the UK’s largest retail network.

Yext will support Post Office by providing its customers with consistent and accurate information across all of its digital touchpoints. With over 11,500 branches, Post Office will leverage Yext to improve online visibility, drive footfall, and improve branch profitability. Post Office will also more efficiently monitor, analyse and respond to reviews using Yext’s...

24 November 2022 | Customer Experience