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72% of UK leaders report losing employees to flexible workplaces

According to a new Remote report, nearly three-quarters (72%) of hiring leaders in the UK have lost employees to companies that provide them with more flexible working conditions in the past six months. The survey also found that 84% of...

Happy contact centre agents lead to happier customers

A recent study by Intradiem has revealed that 97% of contact centre leaders believe agent tenure directly impacts customer satisfaction (CSAT), with 46% reporting that longer-tenured agents tend to achieve higher CSAT scores. The study highlights the critical role of...

This week in CX: Meta will use UK customer data to train its AI

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the latest research in Gen Z attitudes as employees and customers, worker flexibility on their schedules and policies, and struggles that customers...

Customers are losing millions of pounds from energy and broadband firms

A new Which? survey has found that energy and broadband UK customers have lost an estimated £298 million and 27.3 million hours to poor customer service. In the past year, 45% of respondents had contacted their broadband supplier, and 42%...

UK consumer confidence falls sharply in September

Consumer confidence in the U.K. has sharply declined in September, reflecting concerns over personal finances and economic conditions. With borrowing costs expected to remain high following the Bank of England’s decision to hold interest rates, research group GfK reported a...

Half of employers overlook tailored benefits for gender and age groups

A survey by Towergate Health & Protection showed that although 76% of employers receive requests for more tailored benefits, nearly half (44%) still offer the same perks to all employees, regardless of age, lifestyle, or risk factors. In addition, 40%...

60% of candidates embrace AI in recruitment as speed becomes a top priority

According to Bullhorn’s recent report, over 60% of job seekers feel comfortable with artificial intelligence managing the entire recruitment process, from job matching to onboarding, even including interviews. This demonstrates a growing acceptance of AI technology in hiring, especially when...

One in three workers want AI banned

According to a recent survey by Cypher Learning, one in three (33%) workers want AI banned from the workplace, and 45% are worried about AI’s impact on their job security. The study, which surveyed workers from the UK, the US,...

UK employers need to improve new starter processes, as they’re failing to turn up on first day of work

Over a quarter of UK employers have had new starters fail to turn up on their first day of work within the last year. This is on top of research that 56% of employers said it was more difficult to...

Only 45% of workers have flexibility in their schedules

Research from Personio reveals that only 45% of workers feel they have the flexibility to work at times they prefer, showing a gap between employee expectations and company practices. The report also showed that only 57% are satisfied with their...