Tag: CX news

Political polarisation drives consumer boycotts

A recent survey by GWI, a global research firm, found that nearly a quarter (22%) of Americans have boycotted brands or products due to political stances in the past three months. Additionally, two in ten people have unfollowed brands or...

Survey shows online reviews now more influential than family, friends, and traditional media

Consumers consider many factors when making purchases, but online reviews are becoming increasingly dominant, reveals a recent survey by Reputation, a reputation performance management company. Today, 54% of U.S. consumers trust reviews more than opinions from family, friends, company claims,...

Frasers Property UK and MAPP partnership drives customer service success

Frasers Property UK, in partnership with MAPP, has been awarded the coveted Institute of Customer Service ServiceMark accreditation with Distinction. Winnersh Triangle, Chineham Park, Farnborough Business Park, Maxis Business Park, and Blythe Valley Park have all been commended for their exemplary...

Tokyo takes stand against customer harassment with landmark ‘kasuhara’ law

Japan is taking decisive steps to combat the growing issue of customer harassment, known as “kasuhara,” to protect its service workers from abuse. On July 9, department store giant Takashimaya became the first major retailer to announce measures against harassment,...

This week in CX: workers strike to stay out of the office

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 consumer preferences, standards, and attitudes to AI usage. We’re also discussing new updates from Amazon, eBay, X, government policies,...

UK Employee Experience Awards™ 2025 – Open for Entries 

As we focus on empowering employees, we’re excited to announce the start of the UK Employee Experience Awards™ 2025, celebrating workplace excellence. For the 11th consecutive year, UKEXA™ aims to recognise and celebrate passion and commitment of the UK EX professionals like you,...

Eminent CX Leaders Gather for Second Annual Bucharest Conference

CX heavyweights are heading to Romania for the second annual customer experience conference later this month. Ian Golding, Mohamed Latib, Stefan Osthaus, and Codin Caragea will all feature at CX Conference Bucharest 2024 to be held on the 16-17 October. The...

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...

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%...

UK employers need to improve new starter processes, as they’re failing to turn up on first day of work

Over a quarter of UK employers have had new starters fail to turn up on their first day of work within the last year. This is on top of research that 56% of employers said it was more difficult to...