Tag: uk

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...

Consumers Switch Between Channels to Trick Brands Into Bigger Discounts

Consumers will go to great lengths to snag a better deal, and new research shows shoppers aren’t afraid to play brands against themselves to get it. A fresh study from Klaviyo exposes a cunning new trend in consumer behaviour: more...

Young Employees Want to Learn. Why Aren’t Employers Teaching Them?

Despite growing concerns over a widening skills gap, UK employers are largely falling short when it comes to supporting the very generation they believe holds the key to the future workforce. According to the latest Business Barometer from The Open...

UK Consumers Worry AI Turns Their Personal Data Into a Commodity

“If something is free, then you are the product.” The saying, dating back to the 1970s, has never felt more true to British consumers, who increasingly fear their personal data is being mined and sold to feed AI systems. A...

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...

Workplace Robots Aren’t the Problem, Poor Leadership Is

As artificial intelligence becomes more embedded in customer experience roles, a surprising challenge is the emotional impact on employees. According to new research from ArvatoConnect, many contact centre workers in the UK feel uneasy, not because AI is taking over...

From Free Returns to Fraught Refunds – Finding CX Balance in Post COVID Return Policies

When the pandemic forced British high-street stores to shutter globally, it led to an unprecedented surge in online retail. In the UK, for instance online retail penetration surged from 20% to over 35% during 2020–2021 alone, according to the ONS....

Your Cheap Designer Dupe Might Be Paying for Organised Crime 

In a startling revelation, a new study from the Transnational Alliance to Combat Illicit Trade (TRACIT) reveals that counterfeit goods are fuelling a massive underground economy in the UK, with everyday consumers unknowingly contributing to a criminal enterprise worth billions. According...

Why Are Brits Late to the Instant Payment Party?

Despite the rise of instant digital payments around the world, new research from FICO reveals that UK consumers are trailing their European neighbours in the use of real-time payments (RTP). While a solid 79% of UK respondents reported having sent...

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...