Category: CXM News

Organisations are struggling with talent and skills needed for their workforce

Organisations are currently struggling to deliver on talent needs. 41% of HR leaders agree that their workforce lacks the required skills. The new research from Gartner has found that half of HR leaders agree that their organisation does not effectively...

68% of companies are not on track to meet their net-zero goals

According to the latest report by NTT, 68% of enterprises are falling behind on their net-zero targets, and this number could climb to 95% given the steep reductions required to meet those goals. Companies that are lagging (“followers”) cite challenges...

91% of consumers say customer service is key in choosing healthcare insurance

A recent Talkdesk survey has revealed that 91% of consumers consider the quality of customer service as a crucial factor in their decision to either stay with their current healthcare insurance provider or switch to a new one. “The fact that...

Employees haven’t received sufficient training to protect their accounts against cybersecurity attacks

Despite increasing cybersecurity attacks that have hit the headlines recently, new survey research from Yubico and Talker Research has found that there are concerning patterns and behaviours for personal and workplace cybersecurity. Despite being the least secure form of authentication,...

Target to hire 100,000 seasonal workers ahead of holiday shopping rush

With the holiday season approaching, Target has announced plans to hire around 100,000 seasonal employees for positions across its stores and supply chain facilities. In addition to bringing in temporary staff, the company will offer its current employees the opportunity...

Frustration grows as 43% of customers can’t find answers in self-service

According to a recent Gartner survey, although many companies have invested in these capabilities, only 14% of customer service and support issues are fully resolved through self-service. The report revealed that even for “very simple” problems, only 36% of customers...

Only 33% of employees feel EVP promises are delivered, so what’s holding companies back?

A recent Gartner survey revealed that only 33% of employees say their organization delivers on the promises made in its employee value proposition (EVP). The research highlights a growing disconnect between companies’ efforts to enhance EVP and employee perceptions. “Organizations are...

European Customer Experience Awards 2024 winners revealed

The prestigious European Customer Experience Awards 2024 has chosen this year’s best customer experience across Europe. The live online event brought together leading professionals and organizations committed to excellence in customer service. The highlight of the evening was the announcement of...

New research shows meaningful recognition is a key pillar in employee retention

Receiving high-quality recognition and feedback can have a significant impact on employee retention, reveals new research by Workhuman and Gallup. According to the survey, employees who received high-quality recognition in 2022 were 45% less likely to have left their jobs...

Retailers prepare for early Halloween demand as spending hits $11.6 billion

Halloween shopping starts even earlier this year, with 47% of US consumers making purchases before October, according to the National Retail Federation’s (NRF) annual survey. The survey shows a 37% increase in early shoppers compared to five years ago. Overall, Halloween...