Tag: uk

SEO is dying and TikTok is selling: What retail marketers fear most in 2025

Forget everything you knew about the customer journey. According to new data from customer engagement platform SALESmanago, Europe’s retail marketers are bracing for a fundamental reset, where SEO dies, TikTok sells, and private messages rule the buying journey.In a 2025...

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...

UK consumers demand empathy from AI in customer service

The latest Consumer Voice Report 2025 from ServiceNow paints a clear picture of changing consumer expectations in the UK when it comes to AI in customer service. The report reveals that British consumers no longer view AI as impressive simply...

Employees want purpose and pay, employers struggle to deliver 

Despite a rise in unemployment, many UK employers still deal with talent shortages, as job seekers become more selective about the roles they pursue. According to the latest Talent Trends report from recruitment firm Michael Page, two out of every...

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A new report from Cavell Group and 8×8 reveals that the public sector is grappling with outdated communication tools, siloed systems, and a growing pressure to integrate AI and deliver seamless citizen experiences, all under the tightening grip of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