Archives

How bold office design tempts employees back to the workplace

The employee experience has been through many volatile cycles in recent years, from the crazy startup years to COVID and now the return-to-office (RTO) drive via various leadership mandates is picking up the pace.One solution for businesses facing the office...

Emotions, not bargains, keep customers loyal

In a retail world obsessed with flash sales and coupon codes, a new study suggests something far more powerful is winning hearts and wallets. According to research by Bloomreach and EMARKETER, emotional resonance is now the biggest driver of customer...

Less than half of UK marketers get personalisation right, says SAP Emarsys

Despite all the hype around hyper-targeted marketing, a new report shows most UK consumer brands are still failing to deliver the personalised experiences shoppers expect.According to SAP Emarsys’ latest Consumer Products Engagement report, launched today at the brand’s Personalisation Masterclass...

CEOs make big big push for AI but less work/life balance

The growing love-in between CEOs and AI continues, making it a staple of the employee experience. That’s while the notion of work/life balance at startups gets ripped up in recent leadership memos and interviews. In the pro-AI corner, Shopify’s CEO,...

Aircall’s new AI voice agent promises 24/7 call coverage without breaking the bank

To help growing businesses manage missed calls, Aircall has launched its new AI Voice Agent, a virtual call handler that never sleeps, never calls in sick, and doesn’t cost a fortune.Announced today, this always-on assistant is designed to answer inbound...

The benefits bill is out of control. This startup says it can fix it

Avante, a startup aiming to fix what it calls a “broken benefits system,” has officially launched a platform that claims to help employers cut waste, increase engagement, and finally get their money’s worth from skyrocketing health insurance spending.With employer-sponsored health...

Reframing the ROI conversation — Why CX value is a shared responsibility

In the world of customer experience management, one truth is rarely questioned: the CX manager must prove the return on investment (ROI) of their efforts to senior leadership. While accountability is essential in any professional role, this expectation has become...

5 strategies to transform support from cost centre to revenue engine

Companies worldwide face increasing pressure to grow revenue and profits. Forward-thinking executives have realised that customer support, traditionally viewed as a cost centre, can become a powerful revenue generation engine.Each support interaction represents an opportunity to deepen relationships, expand value,...

Report: The latest CX innovations from Retail Technology Show

Among the rides and bustle of the fairground theme, London’s Retail Technology Show, held at Excel Arena, was a blur of activity. From powerful discussions like “Beyond the Hype: Actionable AI in Retail” by Alexandra Correa (formerly of Amazon) to...

Workplace compliance shortcomings, flexible work issues, and 2025’s financial leaders

RTW compliance gaps leave employers at riskA new Home Office survey reveals widespread confusion among UK employers about right to work (RTW) checks. Of 2,152 businesses surveyed, 80% answered at least one compliance question incorrectly, risking civil penalties. Common errors...