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Makers of Happy: the programme that empowered employees and satisfied customers

The pandemic wrought havoc on the travel industry. A near complete ban on international travel left airlines grounded, hotels empty and tourist operators struggling to survive. As revenues tumbled across the board, airlines and operators were forced to make drastic...

UK workers have right to request four-day working week

Under new government plans, UK workers could be given the right to request a four-day working week. The education minister, Jacqui Smith, on Friday morning dismissed reports of businesses being forced to accept these demands but said workers could be...

Consumers want a human touch in customer service

Twilio released a study showing that consumers want to talk to real people. The study found that 48% of UK and German consumers feel most understood when speaking to a person. This suggests that good listening is crucial for building...

New partnership aims to grow supply chain SMEs

ProspectSoft has teamed up with Oxford Brookes Business School to help small and medium-sized enterprises (SMEs) in the supply chain sector leverage their customer data for growth. The partnership, supported by a grant from Innovate UK, involved researchers from Oxford Brookes...

How technology is transforming customer experience automation

Automation plays an important role across many functions and industries, from automating quality assurance (QA) in contact centresto the electronic organisation of health records that improve patient experience and healthcare outcomes. Customer experience (CX) is also a common area for automation. Businesses often rely on customer...

This week in CX: mobile errors are causing consumer distrust and discomfort

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 AI attitudes and advancements, progress in the retail industry, and flexible workspaces. We’re also discussing new research into customers...

Is AI going to save the CX industry?

68% of CX leaders are expecting an end to traditional customer experience as we know it, according to new research released from Zendesk. Nearly 7 in 10 UK CX leaders believe the volume of customer service interactions will increase five times...

Smart name tags will enhance connections and inclusivity in flexible workspaces

Video conferencing platform Zoom has announced the public beta of smart name tags, a new feature designed to enhance inclusivity and engagement in Zoom Meetings. These tags work with AI to pick up and apply names to multiple participants in one...

UK employers brace for rising turnover as economy recovers

A recent survey by Personio reveals that nearly half of UK employers (49%) anticipate a surge in employee turnover within the following year. Additionally, six in ten businesses reported a decline in staff engagement, suggesting that the “big stay” period of...

Empower your team to elevate your guests: what it takes to make hospitality work

Whether buying a take-away coffee, sitting down at a restaurant to eat, or travelling through an airport, it’s the people-facing staff that transform the hospitality experience from the transactional to the magical.  Global CX specialist Ian Golding summed it up: “There are...