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Employees need more support across a variety of health and social issues

Employers are now expecting an increased level of demanded support from their employees across a variety of issues, including in fertility, addiction, gender identity and neurodiversity. Although traditional areas of heath and wellbeing support are still expected to see a...

Amazon take part in trial for UK drone use

Amazon are among a group of organisations who have been selected for a trial testing drones for business use in the UK. The trial will focus on gathering data on how the drones detect and avoid other aircraft. “Our goal...

Risk management drives supply chain revamp

73% of companies have significantly changed their supply chain networks in the past two years. These adjustments are driven by building resilience and flexibility rather than simply cutting costs.Gartner surveyed over 400 senior supply chain executives worldwide to understand their...

Luxury retailers head to Central London streets for top in-store shopping results

New data from CBRE found that central London retail investment volumes increased 71% quarterly, totalling £424m in the second quarter 2024.Luxury retailers now flood to Bond Street and Oxford Street particularly for higher foot traffic and sales success. In Oxford Street,...

Customers not able to resolve their simple self-service issues

Only 14% of customer service and support issues are fully resolved in self-service. Even “very simple” issues are only resolved 36% of the time in self-service. The new research comes from a Gartner survey. “While 73% of customers use self-service...

Hallucinating chatbots and misleading information: how to bridge the AI  – human divide

Any business with a large customer base appears to be prioritising AI, automation and chats to improve customer service and overall customer experience. But is that what the customer wants?Christian Banhans, managing director of spusu, believes there is away to...

Sigma Connected deploys AI platform to clear up call quality

Call centre operator, Sigma Connected has deployed an AI-powered noise cancellation platform to clear up the sound quality of its voice calls. Sigma started testing Iris Clarity in February of this year and has since optimised hundreds of thousands of...

This week in CX: are customer 30-day free trials still worth it?

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 EX and HR spaces. Full annual leave allowances are not being used, and new recruits aren’t compromising on...

How SOC 2 Compliance Enhances Customer Experience

With cyberthreats and data breaches becoming an everyday reality, there’s no doubting it–  customer trust is everything. Enter SOC 2 (Service Organisation Control 2), the compliance gamechanger. For companies handling or processing customer data, SOC 2 compliance isn’t just a...

Convenience comes first for customer behaviours

Demand for convenience is the number one customer behaviour to influence CX practitioners’ planning in 2024. This comes from the new report from CX Network, ‘The Global State of CX 2024′. Demand for convenience increased from fourth place in last...