Category: CXM News

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...

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...

Gen Z and Millennials demand better mental health and wellbeing benefits

A recent study has found that 78% of new employees, mostly Millenials and Gen Z, are driving demands for better health care and wellbeing benefits, unlike their older colleagues.  The survey from Simplyhealth reveals a significant generational divide in workplace benefits....

UK workers burnt out from not taking full annual leave allowance

Only 35% of UK workers are making full use of their holiday allowance. 65% are not using their full annual leave allowance. The research comes from a new study by Breathe. “The trend towards employees not taking their full annual...

Shift shock phenomenon has found employees aren’t compromising standards

New research has found that more than half (53%) of UK workers admitted leaving their new job within six months as it did not meet their expectations. This “shift shock” is being perceived as the position being completely different to...

UK supermarkets provide #1 excellent personalised content

In new research to find the UK’s best industries for personalised content, supermarkets have ranked first. “Supermarkets benefit from having access to a huge amount of data – from purchase frequency to brand preferences.” says the president of Optimizely, Shafqat...

Poor service has set customer satisfaction to lowest levels since 2010

UK customer satisfaction levels are at their lowest since 2010. The latest UK Customer Satisfaction Index (UKCSI) has seen a drop of 0.8 points since July 2023 to 75.8 out of 100. “The UK Customer Satisfaction Index is the independent barometer...

Consumers are committed to fashion brands despite economic difficulties

55% of UK consumers still actively engage with their favourite fashion brands, even if their financial situation doesn’t currently allow them to purchase their products. Consumers see this engagement as a view of purchasing once again as soon as their...

Exclusive community discounts will foster strong customer loyalty and connections

Exclusive retail offers are recognised as a key driver in customer loyalty. The new research comes from a survey conducted by SheerID, in its 2024 Customer Loyalty Report.  Nearly three quarters of respondents feel more emotionally connected to brands that give them...

Five9 launches AI suite to revolutionise customer experience

Five9 revealed an AI suite designed to boost customer experiences last week.  The platform includes a four-step process to help businesses identify and implement AI solutions quickly and deliver measurable returns with Five9’s guidance.  “AI has enormous potential to improve the customer...