Tag: uk

From telecom churn to test reform: personalisation, policy shifts, and precision in modern business 

Personalisation powers Verizon’s growth despite churn Verizon is leveraging personalisation and loyalty to fuel its growth, even as it faces short-term customer churn. CEO Hans Vestberg credits AI-driven tools like MyPlan and the Verizon Access loyalty program with creating more seamless...

Tourism declines, spending slows, and drivers push back: the economic impact of UK policy and tech

UK tourism hit by policy changes, says WTT The UK tourism industry is under fire as international visitor spending fell by over £2bn in 2024 compared to pre-pandemic levels. The World Travel and Tourism Council (WTTC) blames government policies, including scrapping...

This week in CX: the accessibility wake-up call and AI’s rising role

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored the state of mobile app accessibility and the urgent need for improvement, the rising expectations around video content, and how AI is reshaping predictive...

Green skills gap widens, Vivo launches mental health campaign, and marketplaces disrupt shopping search

UK faces green skills gap as demand for sustainability roles grows According to Indeed, more than a quarter of UK employers are struggling to fill sustainability roles due to skills shortages. Nearly half of jobseekers cite a lack of qualifications or...

Brits are worried, Nvidia’s betting big on AI, and HR’s still catching up

UK business confidence hits two-year low amid tax hikes and US trade tensions   UK business confidence has dropped to its lowest point in over two years, driven by tax concerns and fears of Donald Trump’s escalating trade war, according to the...

Recruitment dips, flex work stalls, and airports prepare for touchless travel

Air travel set for major overhaul with digital ‘journey pass’ Air travel is on the verge of a tech-driven transformation, as the UN’s aviation body, ICAO, plans to replace boarding passes and check-in procedures with a digital “journey pass.” Stored on...

Customers are tired of searching: smarter digital experiences are the future of CX

Coveo’s latest report highlights that despite advancements in AI and digital self-service tools, the customer journey is still riddled with friction—especially when finding accurate, relevant information. Based on a survey of 4,000 consumers across the U.S. and U.K., the report highlights...

Odigo refreshes its partner programme to expand reach in the UK

Odigo is revamping its Partner Programme to put advanced contact centre technology within reach of more organisations, especially those stuck between no-frills solutions and the high cost of bespoke platforms. The European-born Contact Centre as a Service (CCaaS) provider is sharpening...

Major UK retailers slammed for inaccessible websites ahead of new EU rules

The UK’s biggest retailers are falling short on digital accessibility, with a new global study revealing that many shopping websites are failing to meet even basic standards for disabled users. The 2025 WebAIM Million report, which analyses the accessibility of the...

Global study warns: Generic marketing turns buyers off

“If you don’t know me, don’t message me.” That’s what most people think when it comes to unrelatable brand communication. According to Attentive’s 2025 Consumer Trends Report, 81% of consumers now ignore irrelevant marketing and a quarter say bad messaging makes them...