Archives

Only 17% of Brits can recognise when they’re using AI

New research has revealed that over 4 in 5 consumers don’t recognise when they’re using AI. This follows recent news that the UK, EU, US, and more have signed the first legal agreement on AI. Sopro’s new study has found...

To AI or not to AI: 92% of customers say NO to AI agents

Intradiem’s latest research highlights a significant disconnect between contact center leaders’ priorities and consumer preferences. According to the findings, 92% of customers prefer interacting with human agents over AI-driven bots in contact centres. While businesses are increasingly focused on the...

Consumers start holiday shopping early amid concerns over in-store prices

According to a new Gartner survey, 32% of customers plan to start their holiday shopping before November of this year. The study reveals changing shopping habits, with only 14% of U.S. consumers planning to spend more than the previous year....

Amazon makes it easier for customers to access products across Europe

Amazon has launched Export Central, a tool aimed to provide customers in 39 European nations with a broader selection of products. Sellers that use Amazon’s Merchant Fulfilled Network (MFN) can now offer their products abroad, allowing buyers in countries without an...

PPL aims to change the music industry with valuable EDI strategy

Diverse teams not only lead to better workplace cultures, they’re delivering business results. A recent survey by LinkedIn found that 60% of respondents said that diversity had contributed to the team success. Another report by People Management found that diverse teams were...

Build an inclusive culture and support your teams to achieve CX success

Although women represent 70% of the CX workforce, just 30% of those in customer experience management are female. Helen Luty with her award at the UK CXA 2023 By focusing on building a team of like-minded, empathic individuals, Helen Luty, head of CX...

44% of shoppers spend 3+ minutes finding what they need in search results

Consumers are increasingly having trouble finding the right items when shopping online. A new survey from Constructor reveals the search struggles and slowdowns people have when they search and browse e-commerce websites, excluding Amazon. Most shoppers (68%) cite search difficulties as...

UK businesses must act on customer service failures

The energy regulator, Ofgem, has warned companies to improve their customer service or face consequences. Experts at money.co.uk have revealed that over 265,000 complaints have been filed against firms in England and Wales since January 2024. Citizens Advice data shows that...

Gen Z and millennials opt for instant messaging, shunning work phone calls 

According to a recent survey conducted by global recruitment agency Robert Walters, Generation Z and millennial professionals are increasingly avoiding phone calls at work, preferring email and instant messaging instead.  According to the report, 59% of Generation Z and millennials (born between...

Customer Connections provides staging point for CX revolution in HSBC

HSBC is quietly revolutionising its retail banking operations. What started out as a training programme in its Direct Mortgage team at the start of 2023 has evolved into a global initiative designed to embed empathy and improve customer experience into...