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Five9 launches AI suite to revolutionise customer experience

Five9 revealed an AI suite designed to boost customer experiences last week. The platform includes a four-step process to help businesses identify and implement AI solutions quickly and deliver measurable returns with Five9’s guidance. “AI has enormous potential to improve the customer...

Improve quality assurance by creating a deeper human understanding

Quality assurance (QA), in its simplest terms, means checking that a product or service is completely up to scratch. So, when MVF set out to better its QA, its aims were high to create genuine value and assure that what its...

Vinted responds after update made platform impossible to use

The second-hand online marketplace Vinted has listened to customer feedback and abandoned their recent update. The app originally set out to change its delivery options, and remove couriers. The company eventually backtracked after users shared frustrations that it would make...

Poundland announces headcount reduction

Discount retailer Poundland is restructuring its head office in Walsall to cut costs and improve efficiency. The company strives to simplify operations to serve its customers better and remain competitive.Poundland has started a restructuring process that will affect approximately 60...

This week in CX: Britain responds to ad tiering and calls for subscription changes

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the latest research affecting employees – including how CEOs rank their workforce, new calls for the 4 day working week, UK skills...

UK’s skills gap hampers career progression

A widening skills gap in the UK is threatening both employee progression and business success, according to new research.ADP’s People at Work 2024 report reveals a global workforce increasingly doubtful about employers’ commitment to skill development. This skepticism is particularly pronounced in the...

Generational differences for better customer service are revealing new standards

Older generations of customers show less loyalty and patience towards brands than the younger Gen Z (aged 12-27), a new study by Zoom has found. This research comes from Zoom’s Morning Consult survey, examining how consumer expectations have shifted, and...

Is it really time for a new definition for VoC?

Last time I wrote about our lack of common definition of VoC, leading to both poor purchasing of platforms and a narrowing of the definition. My biggest worry about VoC is how it is being redefined as surveys. It simply...

TikTok shop committed to being the e-commerce “marketplace of the future”

Next month, TikTok shop will be raising its seller base commission fees in the UK from 5% to 9%. This is to help with the social media platform’s commitment to build their e-commerce as the “marketplace of the future”.  “We...

The 4 day working week momentum is back

The 4 day working week is gaining traction in Europe after more results from pilot testings. Countries such as the UK and Iceland have shown that the 100-80-100 rule (100% productivity for 80% of the time and 100% of the...