Tag: uk

Build an inclusive culture and support your teams to achieve CX success

Although women represent 70% of the CX workforce, just 30% of those in customer experience management are female. Helen Luty with her award at the UK CXA 2023 By focusing on building a team of like-minded, empathic individuals, Helen Luty, head of CX...

44% of shoppers spend 3+ minutes finding what they need in search results

Consumers are increasingly having trouble finding the right items when shopping online. A new survey from Constructor reveals the search struggles and slowdowns people have when they search and browse e-commerce websites, excluding Amazon. Most shoppers (68%) cite search difficulties as...

UK businesses must act on customer service failures

The energy regulator, Ofgem, has warned companies to improve their customer service or face consequences. Experts at money.co.uk have revealed that over 265,000 complaints have been filed against firms in England and Wales since January 2024. Citizens Advice data shows that...

Customer Connections provides staging point for CX revolution in HSBC

HSBC is quietly revolutionising its retail banking operations. What started out as a training programme in its Direct Mortgage team at the start of 2023 has evolved into a global initiative designed to embed empathy and improve customer experience into...

Nearly 60% of consumers plan to cut everyday purchases for holiday shopping

59% of shoppers are saying they plan to cut everyday purchases in order to prioritise gifting budgets. More than three quarters are planning to maintain or increase gift purchases this holiday season.  The findings come from Coveo’s new research report titled,...

Extra MSA boosts customer experience with major investment

Extra MSA, UK motorway services provider, has invested in new software to improve customer satisfaction. The company has partnered with Reputation to gather and analyse customer feedback, allowing for faster service improvements. The new software investment will provide valuable customer insights and...

AI’s shift from hype to strategic execution

Generative AI is no longer just a buzzword.  According to CallMiner’s 2024 CX Landscape Report, 87% of global CX leaders believe that implementing generative AI is key to their customer experience (CX) and customer service teams, and 91% believe AI will help...

New employee monitoring policy opens conversations surrounding trust and transparency

To ensure a return to office-working conditions three times a week, PwC are to begin monitoring their UK employees’ working locations. PwC staff are expected to spend 60% of their work time with clients, or in the office. “PwC’s decision to...

Shift workers suffer from pay errors

A survey reveals that UK frontline shift workers frequently lose out on earned pay due to errors in their pay slips. 60% of respondents believe they need more money, 38% report late payments, and 23% say they have not received pay...

Aldi takes top spot as UK’s most affordable grocery store

Aldi has once again outperformed its rivals, taking the title of cheapest UK supermarket in August according to Which?. The consumer group compared prices of 62 popular groceries at eight major UK supermarkets. Aldi emerged as the winner, with an average...