Customer Behaviour

What are The Top Drivers of Patient Loyalty in 2025?

What are The Top Drivers of Patient Loyalty in 2025?

Press Ganey’s Patient Experience 2025 report reveals the emerging trends of patient loyalty in the healthcare industry and why reliability may matter more than satisfaction.
Are Brands Empathy-Led or Efficiency-Obsessed?

Are Brands Empathy-Led or Efficiency-Obsessed?

From SLAs that reward speed over solutions to policies employees are ashamed to enforce, this is a wake-up call for brands chasing performance at the cost of empathy.
How Unified Feedback Systems Are Transforming CX at Scale

AI, CX, and the End of Disconnected Listening

Despite the growing amount of customer feedback, most brands still struggle to act on what truly matters.
How Outdated Processes Undermine Trust in AI-Driven CXs

How Outdated Processes Undermine Trust in AI-Driven CXs

While consumer trust in AI is growing, outdated forms, poor omnichannel experiences, and clumsy data intake processes are eroding confidence, especially in critical sectors like healthcare, banking, and insurance.
Rethink Mobile: Behaviour Beats Downloads

Rethink Mobile: Behaviour Beats Downloads

French brands are moving from chasing installs to mastering the real customer journey, blending data, trust and behaviour insights to turn browsers into loyalists.
Most CX Dashboards Are Digital Graveyards—It’s Time to Dig Up the Truth

Most CX Dashboards Are Digital Graveyards—It’s Time to Dig Up the...

Most CX dashboards are cluttered with unused metrics and surface-level insights. In this interview, CX expert Sue Duris explains how to transform passive data into action, build feedback loops that drive behaviour change, and turn customer silence into advocacy.
Advertising Receptivity: Does Mindset Matter More Than Timing?

Advertising Receptivity: Does Mindset Matter More Than Timing?

Consumer mindset plays a critical role in advertising receptivity, shaping how—and when—audiences are most open to brand messages.
The Future of VoC Isn’t Data, It’s Activation

The Future of VoC Isn’t Data, It’s Activation

VoC programs are transforming into intelligent, self-learning experience engines powered by AI—automated, adaptive, and always on. But without action, even the smartest insights deliver no value.
How Retailers Can Adapt to UK Consumers’ Cost-Conscious Mindset

How Retailers Can Adapt to UK Consumers’ Cost-Conscious Mindset

Dentsu’s latest report reveals how retailers must adapt to win trust, spend, and long-term loyalty.
Patients Demand More Than Medicine—Is Pharma Ready?

Patients Demand More Than Medicine—Is Pharma Ready?

A new study by ixlayer and Ipsos reveals that patients expect pharmaceutical companies to do more in enhancing the patient experience through digital health solutions, from telehealth access to lab testing and medication affordability.

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