brand

How negative CX can diminish brand loyalty?

Insights

Companies across the UK seemingly failed to prepare for the sudden increase in customer calls in the final two quarters of 2022. This is thought to have been brought on by the global economic crisis. Statistically 46% of consumers have been disappointed with calls to a brand over the last 6 months, and this can…

e-commerce

E-commerce trends in 2023

Insights

The tougher times of 2022 have created more resilience in e-commerce; businesses have become more agile to remain competitive and this can be seen in 2023. Years ago, only 17.8% of sales were made from online purchases. That number is expected to grow and reach 20.8% in 2023, that’s a 2 percentage point increase in…