Category: Trending Stories

Beyond the goal: picking KPIs that lead to victory

We live and breathe metrics. Your car speedometer, your watch reminding you to take more steps, or even tracking how many hours of sleep you’ve managed to knock out. Businesses are no different and get similarly swamped with data points....

BT Group slashes carbon footprint and boosts productivity

In the summer of 2023, Darren Bayney was working as a business service enablement consultant with BT Group. He’d been tasked with forensic examination of the firm’s sprawling business field services operations, with an eye on improving the sustainability credentials...

Ageas CEO, Ant Middle honoured with Lifetime Achievement Award at UK Customer Experience Awards

Ant Middle, CEO of personal lines insurer, Ageas UK, picked up the Lifetime Achievement Award at the UK Customer Experience Awards, last night in London. Ant Middle was honoured at the biggest night for the CX sector in UK, for his...

Experian takes home overall winner award at UKCXA

Experian was crowned the Overall Winner at the UK Customer Experience Awards last night. The data analytics and consumer credit firm, scored a hatrick of gold category wins on the night. Experian best off stiff competition from Ageas and Scottish Power to...

CXM proudly announces the third edition of CXM Review: CX at the Crossroads

Two years ago, in October of 2022, Customer Experience Magazine released the first printed and digital magazine focusing on reviewing the past year in CX. Since then, we have committed to bringing you special annual publications. Now, we are proud...

72% of Gen Z reject middle management- is this a leadership crisis in the making?

Recent research from Robert Walters has revealed growing disillusionment among younger UK professionals regarding middle management roles, with over half of Generation Z professionals (those born between 1997 and 2010) expressing no desire to pursue these positions. According to the study,...

Half of US consumers are engaging in live shopping

Insights from VTEX’s latest survey on live shopping reveal growing popularity, yet a significant gap in consumer awareness regarding when and where these events are taking place. The survey, conducted with 1,000 respondents aged 18 and older, found that 45% have...

72% of UK leaders report losing employees to flexible workplaces

According to a new Remote report, nearly three-quarters (72%) of hiring leaders in the UK have lost employees to companies that provide them with more flexible working conditions in the past six months. The survey also found that 84% of...

Happy contact centre agents lead to happier customers

A recent study by Intradiem has revealed that 97% of contact centre leaders believe agent tenure directly impacts customer satisfaction (CSAT), with 46% reporting that longer-tenured agents tend to achieve higher CSAT scores. The study highlights the critical role of...

Customers are losing millions of pounds from energy and broadband firms

A new Which? survey has found that energy and broadband UK customers have lost an estimated £298 million and 27.3 million hours to poor customer service. In the past year, 45% of respondents had contacted their broadband supplier, and 42%...