Tag: uk

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...

UK public sector scrambles to modernise citizen services before 2030 deadline

A new report from Cavell Group and 8×8 reveals that the public sector is grappling with outdated communication tools, siloed systems, and a growing pressure to integrate AI and deliver seamless citizen experiences, all under the tightening grip of budget...

91% of consumers are fed up with poor digital experiences

In a digital economy where milliseconds can make or break a sale, most companies are failing the test.Conviva’s 2025 State of Digital Experience Report reveals that 91% of global consumers encountered a poor digital experience in the past year, and...

Mental Health Awareness Week: Fighting digital loneliness with PYXI

In tune with the UK’s Mental Health Awareness Week, here’s an app story that’s a little less digital, a little more social. Our phone and laptop screens are no substitute for human contact, but a growing gulf between personal contact...

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...

How AI-enabled loyalty programmes are transforming customer engagement

Loyalty programme enrolment has been increasing in recent years. At first glance, this looks like a positive trend for brands. But dig a little deeper, and it becomes clear that the growth in membership isn’t necessarily translating into deeper engagement.According...

This week in CX: major moves in food delivery and customer loyalty

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored key developments, including DoorDash’s £2.9 billion acquisition of Deliveroo, AWS’s move to modernise contact centres, and how few UK firms are prepared for upcoming...

AI is transforming businesses, but what happens to the CX jobs?

Artificial intelligence is changing the competitive landscape at an unprecedented rate. It’s easy to get the impression that if an organisation isn’t using AI, it is already falling behind. And that may well be true.A survey by Medallia claims that...

UK workers lose hundreds of hours chasing information

A recent study by Lucid Software highlights a huge productivity drain in UK workplaces: over half of employees (53%) spend up to two hours each day just trying to locate essential information. This daily scramble adds up to 520 hours...

Strike the wallet while it’s hot: retailers are missing their best shot in the post-purchase phase

Retailers are missing out on a golden opportunity to drive repeat sales right when a customer takes the card out of their wallet.New research reveals that 63% of UK businesses lack the tools to re-engage customers between checkout and delivery,...