Category: CXM News

Almost 90% of shoppers frustrated by rising prices

A new survey from R.R. Donnelley & Sons Company (RRD) shows that inflation makes consumers change their shopping habits, putting value ahead of brand loyalty. As prices keep rising, shoppers are choosing lower-cost alternatives, searching for bargains, and avoiding items...

This week in CX: workers strike to stay out of the office

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 consumer preferences, standards, and attitudes to AI usage. We’re also discussing new updates from Amazon, eBay, X, government policies,...

84% of Black Friday shoppers likely to return after positive experience

A recent survey by nShift shows that 84% of shoppers are willing to return to a retailer following a positive Black Friday experience. This underscores a major opportunity for online retailers to turn seasonal bargain hunters into repeat customers by...

Sainsbury’s CEO calls for government action to help Brits feel confident to spend

Sainsbury’s CEO, Simon Roberts, has called for the UK budget action to boost consumer confidence. Roberts has stated that Brits hit by the cost-of-living crisis are unlikely to resume strong spending until the new Labour government sets out its tax...

IT professionals warn poor digital employee experiences lead to unsafe workarounds

A recent report from Ivanti reveals that 86% of IT professionals believe poor digital experiences (DEX) lead employees to adopt unsafe workarounds. The study underscores a growing concern: while employees face tech-related frustrations, only 13% of security professionals consider user...

45% of customer service teams use AI, but security concerns stall extensive adoption

A new survey by CommBox highlights that security concerns are a significant obstacle to the widespread adoption of AI in customer service, with unregulated usage becoming more common within companies. The report highlights a cautious approach toward AI implementation, as 45%...

Consumers are ready to trade privacy for personalised experiences

A recent study by Jack Morton has shown that almost half of consumers (48%) are ready to share their personal data in exchange for a better brand experience, and 30% said that they would even trade data for cash or...

New HR buzzword ‘fauxductivity’ is concerning employers that their staff are pretending to work

The new HR buzzword ‘fauxductivity’ is set to worry employers and highlight the age where keeping an eye on staff’s productivity is a requirement. The term refers to employees keeping up appearances of productivity without actually achieving anything. Instead of...

UK Employee Experience Awards™ 2025 – Open for Entries 

As we focus on empowering employees, we’re excited to announce the start of the UK Employee Experience Awards™ 2025, celebrating workplace excellence. For the 11th consecutive year, UKEXA™ aims to recognise and celebrate passion and commitment of the UK EX professionals like you,...

Are employees ready to trust AI with their paychecks?

According to PayrollOrg’s (PAYO) survey, many U.S. workers are uneasy about integrating AI into payroll processes. Specifically, 39% of respondents expressed discomfort with AI calculating their pay, while 53% were uncomfortable with AI answering payroll-related questions instead of a human. “Payroll...