Tag: uk

CX standards: it’s now or never for the industry to agree a shared set of standards

In the middle of July, Kantar, Bain and Company and Qualtrics hosted a press conference to announce they’d set up a Working Group to develop a set of Global CX Standards. By creating a common language for CX, the three...

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,...

APS embeds VoC into heart of operations

APS Bank is leveraging customer feedback to provide a competitive edge. In the last year, the Malta-based bank has captured feedback from the equivalent of 20% of its customer base, via HappyOrNot terminals based in its branches. “This enables us to...

45% of customer service teams use AI, but security concerns stall extensive adoption

A new survey by CommBox highlights that security concerns are a significant obstacle to the widespread adoption of AI in customer service, with unregulated usage becoming more common within companies. The report highlights a cautious approach toward AI implementation, as 45%...

Consumers are ready to trade privacy for personalised experiences

A recent study by Jack Morton has shown that almost half of consumers (48%) are ready to share their personal data in exchange for a better brand experience, and 30% said that they would even trade data for cash or...

New HR buzzword ‘fauxductivity’ is concerning employers that their staff are pretending to work

The new HR buzzword ‘fauxductivity’ is set to worry employers and highlight the age where keeping an eye on staff’s productivity is a requirement. The term refers to employees keeping up appearances of productivity without actually achieving anything. Instead of...

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,...

Consumers alarmed by AI-driven cybercrime, yet few act

As consumers rely on digital payments, eCommerce, and other online interactions, concerns over cybercrime, such as identity theft and AI-driven attacks, are on the rise. According to a survey by Nationwide, while 80% of respondents are worried about identity theft,...

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...

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...