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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 2023By 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...

Using AI tools may be necessity for salespeople to meet their targets

New survey research from Gartner has found that salespeople who effectively partner with AI tools are 3.7 times more likely to meet their targets than those who do not.“AI partnership involves leveraging technology skills-use-case selection and prompt engineering- to automate...

This week in CX: CX quality is at its lowest point since 2016

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the latest research impacting employees, and the latest retail updates as we prepare for the Golden Shopping Quarter.We’re also discussing new research...

Nearly 60% of consumers plan to cut everyday purchases for holiday shopping

59% of shoppers are saying they plan to cut everyday purchases in order to prioritise gifting budgets. More than three quarters are planning to maintain or increase gift purchases this holiday season. The findings come from Coveo’s new research report titled,...

Extra MSA boosts customer experience with major investment

Extra MSA, UK motorway services provider, has invested in new software to improve customer satisfaction.The company has partnered with Reputation to gather and analyse customer feedback, allowing for faster service improvements.The new software investment will provide valuable customer insights and...

Asos customers slam new return fee

Asos has sparked outrage among its customers after introducing a new policy that charges a return fee.The online retailer has begun charging customers £3.95 if they return items worth less than £40. This change has angered many customers, who have...