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A third of UK workers plan to leave as stress and skills gaps mount

Nearly one in three workers in the UK intends to switch jobs within the next six months, according to the latest report from ManpowerGroup. This sentiment comes despite strong feelings of purpose in their respected roles, with 80% of UK...

Is Amazon’s new platform a threat to discount giants like Temu and Shein?

Amazon has unveiled Amazon Haul, a mobile-only storefront which provides a range of budget-friendly items priced at $20 or less. Accessible through the Amazon Shopping app or on mobile browsers, the platform is Amazon’s answer to rising competition from Chinese...

Awards International announces Sinem Yuksel as chair of Türkiye Customer Experience Awards 2025

Awards International has announced Sinem Yuksel as the chair of the Türkiye Customer Experience Awards 2025.Yuksel brings over 20 years of experience in the telecoms and finance industry and is a dynamic leader currently serving as the chief marketing and...

This week in CX: rethinking the future with green jobs and digital disruption

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at how we need to think in order to change CX for the better, unifying customer and employee experiences, and are customers aware...

Cognigy presents the next generation AI workforce

AI-powered customer service solutions vendor Cognigy has announced Agentic AI, the next generation AI workforce that is set to transform enterprise contact centers by enabling more efficient, personalised, and autonomous customer interactions. Designed for large-scale environments, Agentic AI leverages advanced...

Most US shoppers encounter generative AI without realising it

Generative AI is quietly reshaping the retail landscape, enhancing online shopping experiences with personalised recommendations and streamlined interactions. Yet, a new Bain & Company survey reveals that 71% of U.S. consumers are unaware they’re engaging with generative AI while shopping...

Five9’s latest AI Agents aim to combine speed, flexibility, and human-like engagement

Five9 has unveiled the latest in its Genius AI suite, the Five9 AI Agents, to allow businesses to deploy chat and voice bots that provide human-like conversational abilities, combining the depth of knowledge and speed of AI. By blending generative...

Increased performance pressures drive 100% of contact centres toward AI solutions

A new report from Level AI shows the evolving demands facing contact centres, with nearly 70% of leaders reporting heightened pressure on their operations over previous years, while only 3.9% have experienced any reduction. The study highlights how AI and...

Bruce Temkin wants to change how you think

Bruce Temkin has done as much as anyone to define customer experience thinking. Having left Qualtrics at the start of the year, the industry veteran is embarking on a whole new adventure. And it might be his biggest challenge yet....

Behind Bupa’s bold move to transform employee wellbeing

In 2022, Bupa, a British private healthcare insurance company, set a strategic priority to extend healthcare support to 100% of its employees. The ambitious goal came from the top, driven by the chief executive committee and a personal commitment from...