Category: CXM News

Calls for inclusive technology to assist vulnerable customers

Derry City Strabane District Council (in Northern Ireland) has called for the hospitality sector to include more QR codes to help visually impaired customers. The hope is that this would encourage blind or partially-sighted people to visit more restaurants independently, without...

Customer service decline finds brands and shoppers more disconnected than ever

New research has found that the average quality of customer service is on the decline, as brands and UK shoppers are more disconnected than ever. A recent study by CommBox found that while nearly all business respondents (90%) believed their...

GenAI projects forecasted to be abandoned next year

After extensive research and business calculations, Gartner has predicted that at least 30% of GenAI projects will be abandoned after proof of concept by the end of 2025. The business experts estimate this will be the result due to poor...

This week in CX: are major brand changes worth it?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the huge tech outage from last week, Google’s latest third party cookie decision, which companies are top companies for women to work...

Poor UK delivery standards causing customer complaints to peak

New research from Shipup has highlighted the UK’s poor delivery standards causing customer complaints – with 2 out of every 5 complaints (almost 40%) being customers not receiving an expected package at all. “British shoppers have faced a frustrating period...

FTC Investigating AI-Based Dynamic Pricing

The Federal Trade Commission (FTC) has ordered eight companies to provide more details of their practices. These companies, which use AI to set prices based on consumer data, should now clarify how this may harm privacy, fair competition, and consumer...

Softcat and Hilton recognised as top UK employers for women

Hilton, Softcat, and Bristol Myers Squibb have been named Best Workplaces for Women 2024 in the UK. Global workplace culture firm Great Place produced the list and used its trust index employee survey and analysed the responses of more than 80,000...

Google abandons third-party cookie deprecation plans

After years of uncertainty, Google has revealed it won’t be deprecating third-party cookies. Instead, it will keep third-party cookies up and running if they are not disabled manually by the user. “The continuation of third-party cookies will surely bring some relief...

Microsoft tech outages create mass global disruption impacting numerous industries

On Friday 19th July, Microsoft’s Windows operating systems displayed errors, and consequently created mass impacts globally across many different industries. Reports of disruptions started flooding in from around the world, including in the UK, parts of Europe, Asia, and USA....

This week in CX: what can you do with customer membership?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at customer membership initiatives and perks especially seen with Amazon Prime Day, new CX standards, the rise of customer focused roles, and much...