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A workforce in crisis, what’s your strategy?

With retail news blighted by tariffs and increasing automation, at the workforce level, firms find their approach under growing pressure. Challenged by increasing wages, flexible working demands and a host of commercial issues, flexibility is required.New research by WorkJam reveals...

Medallia a leader in Gartner’s Magic Quadrant voice of the customer platforms report

Gartner’s latest batch of vendor research is rolling out. Providing much back-slapping for those appearing in the right places in the fresh round of Magic Quadrants. Medallia is one such beknighted brand. The customer and employee experience company is named...

This week in CX: AI won’t save bad marketing

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how brands can stop annoying their customers by finding the balance in personalisation, the double-edged power of AI-driven ads, and why reskilling is now...

Currys saves 900 management hours to spend more time on the shop floor

The quest for management efficiency continues across all businesses. Yet, it is pretty rare to get a specific figure out of any project. Therefore, data from Uk retailer Currys, saving 900 hours through the use of Zebra’s workflow automation package...

Research shows emotive human experiences are worth far more than AI

The debate between AI and human in customer service roles will rage for years, even as AI takes over more of the workload. New research from Ventrica shows that UK companies can’t afford to replace humans with AI in customer...

A third of UK consumers willing to pay more for connected experiences

New research from branding firm Merkle reveals that UK consumers actively seek opportunities to engage with brands through connected technologies. The rise of QR codes, visual search, augmented reality and NFC (Near-field Communication) tags all add to the consumer experience. That’s according...

AI fuels CPaaS expansion, supermarkets battle for price leadership and AI nudification apps face scrutiny

Supermarkets ramp up price wars with record promotional spendingUK supermarkets are spending hundreds of millions on special offers as competition intensifies amid the cost of living crisis. Nearly 30% of sales were on promotions in April, with Tesco and Sainsbury’s...

Verizon Project 624: The perils of cryptic marketing and CX

Verizon is generally on a hiding to nothing when it comes to customer experience. The US telco brand’s 143+ million customers typically only get in touch when they have a complaint. And, no matter how well Verizon deals with it,...

Five9 and Salesforce tighten ties with new AI bundle for contact centres

Five9 has launched a new product and services bundle designed to streamline how businesses use its contact centre technology with Salesforce’s customer service tools, marking a deeper phase in the companies’ long-running partnershipUnveiled this week, Five9 Fusion for Salesforce combines...

MAF’s Share Ambassadors take home gold at the GCXAs

Majid Al Futtaim’s (MAF) Share Ambassadors programme took gold in the Best Employee-Driven CX category at the 10th Gulf Customer Experience Awards (GXCA). It was the second gold of the day for the group, which also claimed top prize for...