Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’re looking at the generational differences in affordability in the cost of living crisis, as well as what SMBs are planning with AI. We also have comment about yesterday’s Global Accessibility Awareness Day!
Key news
- Facebook parent company Meta has begun rolling out a paid verification service in the UK. Similar to Elon Musk’s Twitter Blue, the service gives Facebook and Instagram users a blue tick from £9.99 per month. Subscribers must be at least 18 years old and submit a government ID to qualify.
- Also in the Meta realm, WhatsApp are rolling out a new feature for locked private chats called Chat Lock. This feature lets you put a conversation in a folder that can only be accessed with your device’s password or biometric, like a fingerprint. Locking a chat takes that thread out of your inbox and puts it behind its own folder and automatically hides the contents of that chat in notifications, too.
- Vodafone are set to cut 11,000 jobs across Europe following a major restructuring effort under its new CEO, Margherita Della Valle. Della Valle stated that the company’s performance has not been up to par and that changes are necessary for Vodafone to consistently deliver.
- UK Labour Deputy Leader Angela Rayner has told Financial Times that the party, upon winning the next election, will look to implement a practice to restrict bosses from contacting staff outside working hours. A 2022 poll by market research firm Ipsos found that three-fifths of the UK adults surveyed would support a law giving workers the right to ignore work-related communications outside of working hours. What do you think? Does this policy need to come into effect?
Commentary share – Global Accessibility Awareness Day
Yesterday we celebrated Global Accessibility Awareness Day. To learn more and find CXM resources on the topic, check out our LinkedIn post here.
“In recent years, digital accessibility has been rightfully thrust into the spotlight and with today marking Global Accessibility Awareness Day, it acts as a strong reminder.
“In a world where technology is king, digital accessibility is no longer a luxury but a basic necessity. Unfortunately, the convenience and ease it offers can remain elusive for individuals with disabilities. Unless digital content and technology are made inclusive, a huge chunk of the population will continue to be excluded. This isn’t just a matter of convenience – it’s a question of ethics and social responsibility.
“In terms of what this means, it’s not just about making websites and apps more inclusive for people with disabilities, but it is also about driving innovation and unleashing creativity. By designing and creating accessible digital content, organisations can open doors to untapped markets and user groups, create a more inclusive approach and spur new opportunities for growth and advancement.
“It should be something every business is already striving to do, but if not, now is the time to act. We are seeing more momentum when it comes to digital accessibility, and from June 2025 the European Accessibility Act (EAA) will make it mandatory for all digital products and services available in Europe to comply with industry standards like WCAG – or else face some hefty fines. There has never been a better moment in time for businesses to rethink their digital accessibility.“
– Rachel Smith, Experience Director, Wunderman Thompson Commerce & Technology
Generational differences in paying the bills: new affordability report
A report by Aptumo powered by Echo Managed Services found that 59% of Gen Z (16 to 25-year-olds) are 84% more likely than the national average (32%) to have faced affordability issues with their water bills in the past 12 months. The report looked into affordability and how water companies can better support their customers through turbulent times.
51% of Gen Z bill payers have struggled to pay a household bill over the last 12 months. This is compared to just 33% Gen X bill payers. It also found that 50% of the millennial age group, 26-to 34-year-olds, are also facing trouble paying their household bills. Those aged 55 to 64 were 63% less likely than the 16-25 age group to have had trouble paying their household bills in the past 12 months.
Income has an obvious impact on the ability to pay bills regardless of age. But younger bill payers who may still be establishing themselves in the world of work are likely to receive lower salaries. Across the board, 56% of households earning less than £10k said they have struggled to afford their bills in the last 12 months. 21% of respondents earning over £52,000 also said that their ability to pay has worsened this year as the cost-of-living bites.
In a CXM-exclusive comment, Rachael Merrell, customer service director at Echo Managed Services shared the following on the news:
“The affordability of household bills has become an issue for many people. Yet the water industry finds itself in a unique position as it cannot disconnect the supply like many other service providers when customers don’t pay. Instead, water companies must work harder to mitigate the impact of bills and debt and provide the necessary assistance to help customers keep up with payments.
“As affordability concerns grow, innovative approaches are required to offer the necessary assistance to a diverse demographic of valued customers that find themselves in very different situations. To help customers through these challenging times, providers need to truly understand the mix of obstacles faced by its customers. There is no one-size-fits-all approach. It’s essential that the water sector continues to embrace innovation and gives its customers choices on how best to communicate and seek support. By doing so suppliers can empower customers and keep billing worries to a minimum.”
Over half of UK SMBs are planning to invest in AI in the next year
New research reveals that, the majority (61%) of UK SMBs are optimistic about AI and plan to invest in the technology in the next twelve months. However, nearly half of employees are worried about its impact on their jobs and quality of work.
The study, commissioned by Aircall in conjunction with Sapio Research, looked at behavior and attitudes towards AI in the workplace from 500 SMBs across the UK.
Of those surveyed, 53% of UK SMBs confirm they will be investing in AI in the next 12 months. However, just under two-thirds of UK employees (64%) think there is a lack of understanding of what AI can do in the workplace. Over three-quarters (76%) would be interested in learning more about how AI can benefit them.
While there is a clear appetite to leverage AI, the research shows that businesses need to strike a balance between speed and caution in its deployment. 49% of employees are concerned about moving too fast with AI. 57% reveal that they lack the proper technology infrastructure and skill sets to implement it effectively. Meanwhile, 57% of employees are worried that AI’s lack of human input could impact the quality of their work.
For SMBs who get the balance right, however, the impact is clear: employees feel confident in AI’s ability to automate the day-to-day admin of teams and return workers’ hours to meaningful, high-impact work.
Employees within UK SMBs expect AI to benefit their work in the following ways:
- 64% say improved customer service
- 69% say the automation of processes
- 69% say providing impactful business insights
- 60% say greater sales performance or revenue growth
- 60% say coaching and upskilling teams
Jonathan Anguelov, Co-founder and Chief Sales Officer at Aircall comments:
“AI is still in its infancy, but we’re already seeing its profound potential for businesses. To untap its true value, businesses must see AI as a facilitator of greater human connections—not a substitute for them. Partnering with AI empowers them to take that time back, build stronger customer relationships and human connection. Caution is needed of course, and businesses should spend their time investing in supervision, awareness, and training. Ultimately, this will ensure an exciting new journey for them remains one that accords to their values, model, and objectives.”
Thanks for tuning into CXM’s weekly roundup of industry news. Check back next Friday for the latest updates of the week!