Author: CXM Editorial

Online reviews are the primary source for purchasing decisions of UK consumers

UK consumers are increasingly turning to online reviews to guide their purchasing decisions, according to a recent report by Reputation. Notably, 68% of them favours online reviews over recommendations from family and friends (24%), and brand claims (18%). Influencers and...

UK adults spend record 4+ hours online daily as social media dominates

The average U.K. adult now spends 4 hours and 20 minutes online each day, according to Ofcom’s Online Nation 2024 report, which tracks digital habits across the country. This increased from 2023, when the average was 3 hours and 41...

Forcing full office attendance could backfire for employers

Strict office attendance policies may drive employees to seek alternative jobs, according to a recent survey by the International Workplace Group (IWG). The study showed that two-thirds (67%) of recruiters had observed a rise in candidates looking to leave employers...

American retailers fail to block email fraud ahead of Black Friday

With the holiday shopping season kicking off this week, new research from Proofpoint uncovers significant gaps in email security among top U.S. retailers. According to the cybersecurity and compliance company, 40% of the nation’s leading retailers are failing to implement...

Accenture invests in Cresta to transform contact centres with AI

Accenture has announced a strategic investment in Cresta, allowing Accenture to integrate Cresta’s advanced AI capabilities into its AI Refinery, a platform designed to help organizations create tailored AI models to address their specific needs. By combining Cresta’s expertise in natural...

64% of employees feel disengaged at work, survey reveals

According to a new report by Cognexo, as many as 64% of employees feel disengaged at work. The survey shows that out of 2,000 office-based employees across England and Wales, 45% feel undervalued, and 31% express concerns over limited career...

Amazon workers in over 20 countries to protest during Black Friday weekend

Amazon workers across more than 20 countries, including the U.S. and the U.K., plan to strike from Black Friday to Cyber Monday, two of the retail giant’s busiest shopping days. The protests, organized by UNI Global Union and Progressive International,...

Reality Defender partners with TaskUs to combat deepfakes

Reality Defender has partnered with TaskUs to strengthen defences against AI-generated fraud and harmful content. This partnership will help TaskUs teams improve platform security and operational integrity. Reality Defender’s detection technology will integrate directly into TaskUs content moderation workflows via a...

Medallia named supplier on G-Cloud 14 framework

Customer and employee experience management leader Medallia has been named a supplier on Crown Commercial Service’s (CCS) G-Cloud 14 framework. This achievement enables public sector organisations across the UK to access Medallia’s cutting-edge solutions through the government’s streamlined digital marketplace...

Gen Z lead pay-later spending for personal purchases

A recent report by Splitit emphasises that 42% of Gen Z prioritises pay-later plans for personal purchases this holiday season, with 35% using these options for entertainment and 25% for dining out. Nearly half (47%) of Gen Z indicated that...