Tag: flexible working

This Week in CX: Inbox Rage, Prime Day Panic & CX Hubris

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored Gen Z’s complex relationship with email, the surge of AI-driven scams targeting Prime Day shoppers, and innovative customer service breakthroughs from GCXA winners, such...

This Week in CX: How to Lose a Customer in 10 Seconds

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored everything from the hidden cost of poor accessibility and how conflict avoidance is quietly killing team dynamics, to Sephora’s retail glow-up with Lyft. We’re also...

This Week in CX: Late Payments, Lousy Loyalty, and CX Gold

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored the bold, the surprising, and the overdue in customer experience – from Wizz Air’s “pay to stay behind” strategy and the UK’s instant payment...

This Week in CX: From Inbox to Espresso — AI Is Taking Over

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how agentic AI like Freshworks’ Freddy is transforming customer service, the rise of AI-written messages and RCS communication, and how companies like Starbucks are...

This week in CX: Hidden Costs, Smart Conversations & Consumer Pushback

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored the rise of RCS and conversational commerce and retail’s biggest blind spots—from price hikes that risk loyalty to the hidden costs of poor scheduling...

This week in CX: Gen Z, Pharma Innovation & Beauty Retail Warnings

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, Pfizer’s new CX metric for pharma reps, and the pitfalls of poor personalisation. We’re...

This week in CX: when bots break rules and brands break trust

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how AI agents are posing new identity security risks, the fallout from Adidas’s customer data breach via a third-party vendor, and the growing mistrust...

Tech, teaching, and teens: UK expands facial recognition, boosts flexible work, and tackles youth unemployment

Facial recognition technology is rapidly expanding in UK policing Live facial recognition (LFR) is swiftly becoming widespread across England and Wales, with nearly 4.7 million faces scanned in the past year—double that of 2023. Police are investing heavily, with fixed cameras...

This week in CX: lost items, AI breaches & summer travel realities

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored a range of stories shaping consumer trust and travel, from shifting expectations in summer travel to digital scepticism, and the evolving airport experience at...

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...