Tag: business transformation

Only 25% of businesses ready to comply with the European Accessibility Act

While some businesses continue to roll back their DEI initiatives, the new provisions of the European Accessibility Act aren’t going anywhere soon. New data from enterprise CMS company Storyblok identifies that only 25% of European businesses are fully prepared to...

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...

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...

Customer-focused roles are on the rise

There has been a 30% overall increase in the appointment of primary customer-focused roles since the same period in 2023. These roles include chief customer officers, customer service directors, and directors of CX. The research comes from Douglas Jackson’s ‘Customer Moves’ report. The...

Are your workforce management processes digital ready? 

In today’s digital world, the old ways of managing a contact centre workforce no longer suffice. With customers demanding—and receiving—multiple ways to interact with their service providers, contact centres have started to rethink the concept of what work is and how it is assigned.But even as contact centres embrace digital...

Debunking the four misconceptions of women in tech

There is no force more powerful than a woman determined to rise! However, common misconceptions that plague our nation’s STEM industries could mean that not enough women are given the necessary confidence, tools, and opportunities to begin a career in these subjects.Let’s take the UK tech industry, for example. A report discovered that only 17% of the IT...

Top ten CXM interviews with women in leadership

At Customer Experience Magazine, we put gender equality at the centre of our content strategy. More than 80% of our contributors are women, powerful CX leaders, consultants, solution designers, and innovators. We advocate for hearing female voices – so much so...

Building inclusive workplaces: interviewing Miranda Collard

Women in business and positions of leadership is a powerful thing. Female empowerment comes with authority and making a mark on the world around them. However, only 30% of women are in management roles. Protecting, uplifting, and advocating for women in...

The top 5 priorities when building resilience and growth in challenging times

In a session hosted by Capita, CX leaders across multiple sectors recently met at CX Exchange for a think tank session. Here, they shared challenges and ideas about ‘building resilience and growth in challenging times’. CX Exchange explored three crucial aspects of CX in today’s climate: doing more with less;...

6 trends that will shape the world of work in 2023

Over the past few years the way we work has transformed. This will continue to be the case in 2023 with more companies adopting a gig model. For many people, the gig economy is a vital source of income, especially now...