Tag: uk

London Luton Airport Boosts Career Pathways for the Next Generation

London Luton Airport has been doing a star turn at recent customer experience awards events. The hard-working airport CX team took home Bronze for Best Customer-Centric Culture at last week’s International Customer Experience Awards. And at the recent UK Customer Experience...

This Week in CX: From AI Controversies to Retail Innovation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored the latest in CX and innovation, from the critical role of human judgment in AI-powered customer experiences to the winners of the ICXA25 and...

Medallia Helps Northumbrian Water Elevate Customer Experience for 4 Million Users

Northumbrian Water Group has partnered with Medallia on a project aiming to modernise how the utility company listens to, understands and serves its 4 million customers. Northumbrian Water provides supply and sewerage services to 2.7 million households in the North East...

This Week in CX: Where Innovation Meets Empathy

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored why AI isn’t fixing retail marketing bottlenecks, how award-winning brands use it in CX, and what multimodal tech and shadow IT mean for the...

This Week in CX: Fauxductivity, Fraud Fighters & Feel-Good Teams

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how busyness doesn’t always equal progress, why fraud teams are becoming banks’ biggest trust builders, and how self-service AI could put consumer confidence at...

Fraud Teams Are Becoming Banks’ Biggest Selling Point

Security used to be something customers took for granted: an invisible layer that simply worked in the background. Not anymore. A new FICO survey finds that 70% people in the UK now put fraud protection near the top of their list...

This Week in CX: Are We Designing Experiences or Frustrations?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted how AI and digital trends are reshaping holiday shopping, customer experiences, dining habits, and health interactions. We are also discussing updates from the Wall Street...

ArvatoConnect Statistics Highlight UK Digital Growth and Deficit Risks

Digital transformation remains the ongoing objective of many UK companies, and acts a strand of hope for many firms seeking to grasp the benefits of AI. A fresh report by ArvatoConnect finds that private sector digital transformation is growing at...

This Week in CX: AI Risks, Workplace Safety, and Engagement Innovations

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted AI scams costing businesses millions, building psychological safety at work, and how voice-based AI could boost employee engagement. We are also discussing updates from the...

UK Consumers Resist AI Customer Support Unless It Comes with a Discount

Even though AI is popping up more in customer service, people in the UK still like talking to a real person—unless they can save money. A new study from 8×8 found that most people (83%) in the UK would rather...