Category: Customer Experience

OpsTalent puts low staff turnover at heart of success  

Low pay, high stress, and poor career prospects are some of the reasons cited for high staff turnover in business process outsourcing (BPO). Attrition rates among frontline staff vary from 26% a year to 40% (and sometimes higher).A 2024 poll...

Consumers are tuning out: how can brands overcome marketing fatigue? 

A new report from Optimove highlights a growing challenge for marketers: consumer marketing fatigue. The report reveals that many customers are overwhelmed by excessive, irrelevant, or poorly timed messaging. As brands compete for attention, they must find ways to engage...

More than 20 million U.S. workers plan to skip work after Super Bowl

This year’s Super Bowl will create waves not just on the field but also in workplaces across the U.S. An estimated 22.6 million employees plan to miss work on Monday, February 12, 2025, following the big game, setting a new...

Pipedrive rolls out AI agents to support sales teams

CRM vendor Pipedrive has introduced a new AI vision featuring a network of digital agents designed to assist sales teams around the clock. The AI agents aim to streamline various aspects of the sales process while allowing sales professionals to...

How business can meet the needs of the vulnerable customer

A recent report highlights that up to 35 million British people remain unknowingly vulnerable, and increasingly reliant on digital channels for support. With many brands building focused personas of their customers, it is easy for the vulnerable to slip through...

AI in 2025: it’s time to get it right

As AI evolves, its impact on CX will be profound as it becomes an integral part of the customer experience.“Gen AI will fundamentally change the way we interact with technology and the world,” Joana de Quintanilha, VP principal analyst at...

5 technology predictions to supercharge customer experience in 2025

According to CallMiner’s 2024 CX Landscape Report, 62% of organisations have at least partially implemented AI technologies, with only 24% remaining in the early stages of AI implementation. All the while, early fears around AI implementation are lessening. CX and...

Brits still trust letters over emails, study finds

In an age of emails, texts, and endless app notifications, you’d think the humble letter was dead. Think again. New research from Quadient reveals that Brits still love their post—79% sent a letter last year, and over half (53%) say...

Consumers prioritise local retail for trust and convenience

Consumers are increasingly turning to local retailers for the trust, connection, and personalized service they offer—often willing to pay higher prices for the experience. According to data from Locally, 71% of shoppers prefer to buy from local stores, even if...

Forrester predicts Europe’s e-commerce boom: Online sales to surpass €565B by 2029

The shift back to in-store shopping post-pandemic is proving short-lived, as e-commerce in Europe is set for rapid expansion. According to Forrester’s latest forecast, e-commerce sales across the five largest European economies (France, Germany, Italy, Spain, and the UK) will...