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Generational differences for better customer service are revealing new standards

Older generations of customers show less loyalty and patience towards brands than the younger Gen Z (aged 12-27), a new study by Zoom has found. This research comes from Zoom’s Morning Consult survey, examining how consumer expectations have shifted, and...

Is it really time for a new definition for VoC?

Last time I wrote about our lack of common definition of VoC, leading to both poor purchasing of platforms and a narrowing of the definition. My biggest worry about VoC is how it is being redefined as surveys. It simply...

TikTok shop committed to being the e-commerce “marketplace of the future”

Next month, TikTok shop will be raising its seller base commission fees in the UK from 5% to 9%. This is to help with the social media platform’s commitment to build their e-commerce as the “marketplace of the future”.  “We...

The 4 day working week momentum is back

The 4 day working week is gaining traction in Europe after more results from pilot testings. Countries such as the UK and Iceland have shown that the 100-80-100 rule (100% productivity for 80% of the time and 100% of the...

CEOs rank their workforce as their third priority

New HR research from Gartner has found that CEOs ranked workforce as their third most important business priority for the next year. This falls behind growth and technology as business focuses. Alongside this, the research found that general workplace investments are...

This week in CX: customers are giving fake names for your records

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 plans for customer service and which projects will be abandoned, as well as calls for inclusive technology...

New hedgehog lab partnership will empower digital products and services

hedgehog lab has announced that it has signed strategic partnerships with Contentful and SHOPLINE. These partnerships aim to empower enterprises to deliver exceptional digital products and services by combining hedgehog lab’s expertise in strategy, design, and engineering with Contentful’s content management capabilities and...

Calls for inclusive technology to assist vulnerable customers

Derry City Strabane District Council (in Northern Ireland) has called for the hospitality sector to include more QR codes to help visually impaired customers. The hope is that this would encourage blind or partially-sighted people to visit more restaurants independently, without...

Customer service decline finds brands and shoppers more disconnected than ever

New research has found that the average quality of customer service is on the decline, as brands and UK shoppers are more disconnected than ever. A recent study by CommBox found that while nearly all business respondents (90%) believed their...

GenAI projects forecasted to be abandoned next year

After extensive research and business calculations, Gartner has predicted that at least 30% of GenAI projects will be abandoned after proof of concept by the end of 2025. The business experts estimate this will be the result due to poor...