Category: CXM News

Shift in consumer shopping preferences opens new opportunities for in-store retailers

Sony’s latest State of Retail Technology Report 2024 uncovers a significant shift in the balance between online and in-store shopping, highlighting new opportunities for brick-and-mortar retailers. While e-commerce has dominated in recent years, the report indicates that consumers are beginning...

Bain & co, Kantar, and Qualtrics update their global CX standards

Following a 10-week industry-wide consultation, Bain & company, Kantar and Qualtrics have released their update of the jointly-endorsed Global Standards for Customer Experience. The revised standards are the result of cross-industry outreach and collaboration from the three firms, and introduce a...

Holiday shoppers prioritise price and speed, with mobile shopping leading the way

Holiday shoppers are increasingly shifting from traditional in-store experiences to fast, mobile-focused shopping in order to complete their gift buying in less than six hours, revealed a Celigo report. The survey also highlighted that most global consumers plan to spend...

Human advisors still top choice for insurance, yet consumer interest in AI surges

A recent global survey by UserTesting reveals that while 88% of adults still prefer human assistance for insurance advice, interest in AI is growing. The survey covered 4,000 adults across the US, UK, and Australia, highlighting widespread frustration with insurance...

81% of employers confident in tackling bullying, but only 36% of employees see results

Although many employers believe that they are doing enough to address bullying and harassment, only a third of employees who face conflict feel it has been fully resolved, reveals a new CIPD report. The report shows a significant disconnect between...

Over 70% of workers willing to sacrifice pay for a 4-day week

According to research from Owl Labs, as many as 73% of UK workers are willing to take a pay cut in exchange for a four-day workweek. This is an increase from 65% in 2023, showing a growing desire for more...

This week in CX: Meta will use UK customer data to train its AI

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 Gen Z attitudes as employees and customers, worker flexibility on their schedules and policies, and struggles that customers...

Gen Z demand creative marketing with ‘cool’ content and imagery to keep brand loyalty

Almost half (46%) of UK Gen Z customers have abandoned a brand because they grew ‘bored’ of them, despite previous loyalty. The same rings true for 29% of other generations. The new research from SAP Emarsys has also found that...

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...