Tag: CX news

Navigating the digital generation: Apple’s inclusivity, Gen Z’s career hopping, and social media backlash

Apple expands iOS accessibility features to support diverse needsAhead of Global Accessibility Awareness Day, Apple announced major accessibility upgrades for iOS, including live captions, personal voice replication, braille enhancements, and app store “nutrition labels” listing each app’s accessible features. A...

Oh Polly improves NPS with revamped returns experience

Fashion brand, Oh Polly has boosted its net promoter score (NPS) and cut its cash refunds, by overhauling its returns process. The online retailer started working with Loop Returns in 2023 to transform its returns experience for customers and improve...

AI learns to behave, companies lobby for climate, and TikTok faces EU scrutiny

European companies shift toward pro-climate lobbyingAccording to Influencemap, a growing number of European companies now support strong climate policies. In 2025, 23% of companies lobbied in line with 1.5C °C climate goals, up from just 3% in 2019. Over half...

Cost-of-living crunch makes insurers look good

UK customers are warming up to their insurers, even as geopolitical chaos, economic stress, and cost-of-living woes continue to take a toll on household budgets.Guidewire’s newly released 2025 European Insurance Consumer Survey found a 7% year-on-year increase in the number...

This week in CX: deepfakes, digital payments, and destination travel

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how deepfakes are emerging as a new security threat in call centres, why Gen Z and Millennials demand seamless in-app payments, and what the...

Insurance rebounds, US retailers face scattered spider threat, and hybrid work misses the mark 

Insurance in 2025: a sector rebounding amid rising expectationsDespite economic concerns and high cost-of-living anxiety (84%), public sentiment toward insurers is improving. Positive perceptions have grown, while views of insurers as “inconvenient” have declined. Claims are rising—especially in Germany and...

Billions are lost in translation due to poor localisation

Localisation can drive hundreds of thousands of dollars in revenue for global companies. Yet, most still don’t know how to do it properly.A new report from Lokalise reveals that 63% of companies say localisation accounts for up to half of...

Workplace woes and warming worlds: Microsoft cuts jobs, women battle health bias, and men drive up emissions

Men emit more carbon than women due to cars and meat consumptionA new study finds that men in France produce 26% more greenhouse gas emissions than women from transport and food, largely due to higher red meat consumption and car...

Australian banks go digital, SHEIN styles Aussie homes, and UK shoppers spend big over Easter

Australian banks prioritise customer experience amid digital transformation hurdlesAustralian banks are accelerating digital transformation to improve customer experience, as 73% acknowledge that current offerings are underwhelming. A Publicis Sapient study reveals agility (23%) and CX (19%) are top priorities, with...

Cost of living fuels theft, Google pays for privacy breaches, and B2B deals falter 

Rising shoplifting among pensioners amid the cost-of-living crisisRetailers report a sharp rise in shoplifting by pensioners, driven by soaring living costs. Kingdom Services Group, monitoring hundreds of UK stores, notes a shift from organised gangs to desperate individuals, including elderly...