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Backlash Against Chatbots Begins

One-in-five in UK consumers are desperate for brands to ditch chatbots and live online interactions with Customer Experience representatives, according to new research. In what should be a wake-up call for organisations, the research by Acquia, nearly half (45 percent) of...

Taking the Confusion out of Sales Through Content

The quarter spanning October to December is crunch time for retailers, both online and offline. The pressure is on for teams to meet their yearly sales targets, and the promise of a ‘golden quarter’ puts on the pressure to move...

Top Workplace Stress Causes in 2018

Recent figures from the Health and Safety Executive show that almost 600,000 workers are suffering from work-related stress, depression or anxiety in 2018, with 15.4 million working days lost due to work-related stress this year. With the year coming to an...

Merging the Online and Offline Shopping Experience

The current division of the high street and online shopping experience is compelling customers to decide between making a purchase online or offline. This siloed approach to sales might not be the best way for retailers to go about things...

Brand Loyalty Index: M&S Voted Customers’ Favourite Supermarket

M&S Food has been voted the top supermarket in the 2018 Brand Loyalty Index, released by Sodexo Engage, which looks at how loyal customers are to brands. This year, 57 percent of 5,000 polled consumers stated they have always had a positive...

Cranfield School of Management Among World’s Best in Wall Street Journal Rankings

Cranfield School of Management, which partners the UK Customer Experience and Employee Experience Awards among others, is celebrating after its MBA and its Finance and Management MSc were named as two of the world’s very best programmes in the new...

Five Retail Predictions That Didn’t Occur in 2018…but Might in 2019

2018 has been a turbulent year in the retail sector – some of the key trends and developments that many thought would come to pass have yet to gain widespread traction, while others have definitely come to the forefront. Retailers...

Cyber Sceptics: UK Customers Prefer People Power

UK shoppers would rather deal with real people, not robots or Artificial Intelligence when it comes to shopping. That is the findings of a new study by marketing agency Gekko, titled Service not Sci-fi. It found that 81 percent of UK shoppers claim...

Fears for Employee Protection as ‘Shambolic’ Brexit Wrangling Continues

With the UK’s withdrawal from the EU mired in uncertainty thanks to Theresa May delaying Parliament’s vote on her Brexit deal, the British Safety Council has reiterated its demand that progress made over the last four decades on workplace health, safety,...

Festive Bonuses Prevent New Year Resignations

December bonuses are the key to preventing New Year resignations, a survey of 1,096 UK employees has found. The study was carried out by One4allRewards.co.uk, and found that almost one-in-two workers (46 percent) said having received a bonus or gift from their boss...