Author: Paul Ainsworth

‘Supermall’ Spending Strengthens, Stifling Town Centres

As physical retail spend comes under increasing threat from online channels, ‘supermalls’ are set to outperform the total offline market over the next five years, as their destination appeal will ensure that growth is resilient, according to new research.  A report...

CX and Automation Demands Will Drive European AI Investment to $5 Billion

Artificial intelligence (AI) systems spending will reach $5.2 billion (£3.9b) in Europe this year – a 49 percent increase over 2018, according to International Data Corporation’s (IDC) Worldwide Semiannual Artificial Intelligence Systems Spending Guide. AI solution adoption and spending are...

Uk-Based Geomant Aquires US Firm as Part of ‘Ambitious Growth Strategy’

UK headquartered systems integrator Geomant , which specialises in contact centre technology and digital engagement solutions, has acquired US-based Inova Solutions. Inova, now known as Inova Solutions – a Geomant Company is a global provider of real-time performance management and visual communication...

London Tops CX Career Opportunity Rankings

London is the global centre for senior Customer Experience career opportunities, new research has shown. A study by customer insights technology company Feefo was conducted by trawling more than 120,000 job listings from ten leading countries, retrieving senior Customer Experience job roles and...

Dream on? Bosses Urged to Allow Office Naps This Monday

Bosses should allow their staff to take a nap in the office this coming Monday to make up for the time lost over the weekend, a sleep expert has suggested. Dr Nerina Ramlakhan, who specialises in sleep therapy, says that although the...

Emirates Tops UAE Customer Satisfaction Index

Gulf Customer Experience Awards winner Emirates has topped a customer satisfaction index for the UAE, with the airline beating brands including Honda and Apple. The Kuwait-based Service Hero platform collates customer satisfaction data from a wide range of sectors across the...

Customers Frustrated Over ‘Disjointed Encounters’

Two-in-five consumers would consider switching to another retailer after two bad experiences with a brand.  That is among the findings of a study by customer engagement software firm Thunderhead, which surveyed 4,000 consumers in the UK and US to uncover what...

Burgers & Shake-ups: Digitising the Drive-Thru

A plan by fast food giant McDonald’s to bring Digital Experience to the drive-thru could be a risk, it has been warned. The company has announced plans to make it’s biggest deal in two decades – the purchase of tech firm...

Fears for ‘Smaller Players’ as EU’s Article 13 Casts Shadow Over Online Landscape

Controversial EU legislation designed to limit the sharing of copyrighted content online could “negatively impact” smaller firms, with some opponents warning it could put them out of business altogether. The Copyright in the Digital Single Market Directive was passed by the...

Research Offers Insight Into Customer Loyalty

Almost half of UK customers (47 percent) believe it no longer pays to be loyal, according to a new report into consumer attitudes. The research by ELLO Media found that out of 1,000 customers, 57 percent have switched providers in at least one...