Technology ‘increases employee inclusion’ in hybrid work
In a world where 60% of employees say a hybrid work model is their ideal work arrangement, only three in ten (30%) strongly agree that their organisation provides them with the necessary technology to collaborate equally and inclusively from anywhere. That’s according to Jabra’s 2022 edition of the Hybrid Ways of Working Global Report, carried […]
A third of workers think their jobs are at risk from automation
New research has found that one in three (37%) employees consider their current job to be at risk from automation and digital transformation. HR software provider CIPHR has compiled a list of the occupations that are the most and least likely to be replaced by technology or machines, based on the results of a survey […]
DOWNLOAD: The UK Contact Centre Decision-Makers’ Guide 2022
The UK Contact Centre Decision-Makers’ Guide 2022 is a deep dive into the largest and most comprehensive study of the UK contact centre industry. This report reflects a full comprehensive facts and hard data about every aspect of UK customer experience management, technology, and strategy, this report will arm you with the best tips to […]
74% of brands think they’re providing good or excellent personalised experiences – consumers disagree
Research has revealed a trust gap between UK brands and consumers – while 74% of companies state they do personalisation well, less than half of consumers (42%) agree. Despite this, both parties agree that personalisation is key to increasing brand loyalty, with UK customers spending 43% more on their products when engagement is personalised. And […]
REPORT DOWNLOAD: The FCA’s new Consumer Duty
The number of customers turning to social media platforms to express their grievances reportedly tripled between 2017 and 2020 It is vital that organisations expand their use of social media channels to deliver a more effective customer experience. However, with the FCA’s new Consumer Duty regulation replacing Treating Customers Fairly, there is now an even […]
Decoding the metaverse for digital transformation leaders
The metaverse, a virtual world where users share experiences and interact in real-time within simulated scenarios, can reshape how companies and customers engage with products and services. However, concerns exist as new technologies necessitate hi-tech strategies and ways to establish confidence, says GlobalData, a leading data and analytics company. Kiran Raj, Principal Disruptive Tech Analyst at […]
Movers & shakers: Talkwalker’s top 10 brands of 2021
2021 flashed by, and brands across the globe kept the pedal to the metal to stay one step ahead of a relentless year. COVID restrictions eased and then returned, competition in the digital realm was fiercer than ever, and consumer preferences changed in the blink of an eye. However, there were several brands that excelled […]
Consumers blame banks, retailers and social media for ‘scamdemic’
Consumers think banks, retailers and mobile operators need to do more to protect them and their personal information from fraudsters. That’s according to research conducted by Callsign, which says trust in these organisations is eroding fast because consumers say they are drowning in scam messages from fraudsters spoofing brand names daily. The problem has become […]
Students encouraged to consider a career working with data
Misperceptions about qualification and skill requirements are hindering UK students from pursuing a career working with data, a new study from Experian has revealed. The research, which surveyed 2,001 UK adults (16+) in education, found over two thirds of students (68%) believe you require key qualifications in maths and / or science in order to […]
UK ‘the most unforgiving country’ when it comes to customer service
More than a third of people (38%) in the UK felt that their experience with customer service has got worse over the last 12 months, making it the highest figure out of the US and Europe. That’s according to the Customer Service Index 2021, produced by Five9, which found nearly half of UK respondents (44%) are very unlikely to […]
