Author: Paul Ainsworth

Genesys Xperience19 Underway in Denver

Global household brands have been celebrated a mile above sea level in Denver, Colorado, at the Genesys Xperience19 event. The three day summit in the shadow of the magnificent Rocky Mountains is taking place at the equally magnificent Gaylord Rockies Resort...

Good and Evil: Can AI Tell the Difference? Customers Have Doubts…

The ability of artificial intelligence (AI) to grasp morality and empathy are among concerns expressed by customers when it comes to interacting digitally with brands. The lack of trust in AI has been revealed by Pegasystems Inc. and research firm Savanta, who...

Green-Thinking Employees Would Refuse job Offer Over Sustainability Concerns

A significant number of UK employees would refuse a job offer with a firm they felt was neglecting sustainability. That is the findings of a survey of 1,000 office workers commissioned by TopLine Film. Conducted to mark the UN’s 46th World Environment Day, the poll...

Employees Blaming Workplace for Illnesses

Unhygienic workplaces are believed to be contributing to employee sickness levels in the UK, research has revealed. A survey of 1,012 workers conducted by AppliancesDirect.co.uk found that almost half (46 percent) believe that an unhygienic working environment has contributed to making them sick. When...

Future of Transport in Digital Age Examined by Atos

New business models for public transport in the UK will result from a digital revolution in the mobility industry, a new report has predicted. Global digital transformation firm Atos has launched its Digital Vision for Mobility report, which sets out how digital technology has...

Prepare for PSD2 Authentication or face ‘Serious Trouble’, Retailers Warned

Retailers are being warned that a lack of preparedness for new EU regulations to prevent online fraud could be costly. The Strong Customer Authentication (SCA) rules will come into force in September as part of the Second Payment Services Directive (PSD2)....

Slow Customer Service Warning for Brands

Slow service is enough for more than half of British customers to ditch a brand, according to a new survey. A poll of 2,000 UK consumers revealed that 56 percent would stop shopping with a brand that forced them to endure...

Digital Experience is Key to Customer Loyalty, Research Suggests

Nearly three quarters of marketers and CX professionals (74 percent) are investing in Digital Experience (DX) in an effort to foster long-term loyalty and build better relationships with their customers. Research from experience analytics company Clicktale, which surveyed 200 marketing...

2019 International Customer Experience Awards: Entry Discount Ends Soon!

The International Customer Experience Awards is returning to Amsterdam this year, and potential entrants have just a few days left to take advantage of a special Early Bird Discount offer. A total of 19 categories are open for submissions, with...

Waitrose Waste Reduction Scheme Launched at Oxford Outlet

As customer concern over carbon footprints reaches fever pitch, Waitrose is leading the way in reducing packaging with a new test store for shoppers to fill their own containers. The chain’s Botley Road shop in Oxford is offering refill stations for everyday...