Author: Paul Ainsworth

Brands Failing to Master ‘Growth Momentum’, Kantar Finds

Over reliance on marketing activities that deliver short-term sales growth is impacting the ability of businesses to lock in long-term market share growth, according to new research. Leading data, insights, and consulting company Kantar has released its latest study, Mastering Momentum,...

Clicktale Platform Purchased by Contentsquare

Digital Experience platform Contentsquare has acquired Israel-based experience analytics company Clicktale, creating a combined entity serving 600 enterprise clients globally. Contentsquare is used by UK retail brands including Dreams, Clarks, and Moss Bros, while Clicktale has clients such as Dell, RBS and...

UK Complaint Handling Awards: 2020 Entries now Open!

Entries are now open for the 2020 UK Complaint Handling Awards, Britain’s biggest celebration of CX-inspired initiatives to resolve consumer problems. 2020 will be he fourth year the awards ceremony will be held in the heart of London, and March 5...

Retail and Finance Leading Overall UK CX Improvements

British brands are slowly but steadily improving their Customer Experience, with retail and financial services continuing to lead the way, according to KPMG Nunwood.  Their new report, Power to the People, stresses the vital role employee engagement plays in improving Customer Experience, with...

Could DTC Subscription Brands Clean up in Household Product Sales?

A majority of UK customers would switch to a direct to consumer (DTC) subscription service for everyday high street purchases, according to a new survey. Research by Rakuten Marketing reveals 69 percent of British consumers would choose a subscription delivery service for goods...

Online Customers Torn Between Security and Convenience Ahead of SCA

UK customers are torn between valuing convenience and security when making purchases online – but they value speed and ease of payment more than their European counterparts. That is the findings of a new survey of 4,000 online shoppers by payments...

Inspiration & Ambition: Capita’s Winning Team on Awards Achievements

The UK Complaint Handling Awards has established itself as Britain’s premier showcase for customer service talent, and this year saw one of the event’s most sought-after Gold gongs go to one of the world’s most recognisable names in outsourcing and...

Ethics & Evolution: Discussing the Future of AI With Genesys PureCloud’s Olivier Jouve

The recent Genesys Xperience19 conference in Denver, Colorado, saw some of the most exciting developments in Customer Experience technology showcased to an eager global audience, and in case anyone was under any illusion about the future of CX – it...

Global Prosperity initiative focuses on sustainability development goals

The Mohammed bin Rashid Initiative for Global Prosperity has begun preparations for the launch of its second cohort, re-affirming its commitment to advancing the United Nations Sustainable Development Goals. An action of the Global Manufacturing and Industrialisation Summit, GMIS, the Global...

Revealed: Extent of ‘Ghosting’ in the Workplace

A new survey has revealed the extent of ‘ghosting’ by both employers and employees in the UK. The term refers to the practice of disappearing without contact, and was originally coined to describe dating experiences. However, according to findings from education...