Author: CXM Editorial

Bain & co, Kantar, and Qualtrics update their global CX standards

Following a 10-week industry-wide consultation, Bain & company, Kantar and Qualtrics have released their update of the jointly-endorsed Global Standards for Customer Experience. The revised standards are the result of cross-industry outreach and collaboration from the three firms, and introduce a...

Holiday shoppers prioritise price and speed, with mobile shopping leading the way

Holiday shoppers are increasingly shifting from traditional in-store experiences to fast, mobile-focused shopping in order to complete their gift buying in less than six hours, revealed a Celigo report. The survey also highlighted that most global consumers plan to spend...

Eminent CX Leaders Gather for Second Annual Bucharest Conference

CX heavyweights are heading to Romania for the second annual customer experience conference later this month. Ian Golding, Mohamed Latib, Stefan Osthaus, and Codin Caragea will all feature at CX Conference Bucharest 2024 to be held on the 16-17 October. The...

Human advisors still top choice for insurance, yet consumer interest in AI surges

A recent global survey by UserTesting reveals that while 88% of adults still prefer human assistance for insurance advice, interest in AI is growing. The survey covered 4,000 adults across the US, UK, and Australia, highlighting widespread frustration with insurance...

81% of employers confident in tackling bullying, but only 36% of employees see results

Although many employers believe that they are doing enough to address bullying and harassment, only a third of employees who face conflict feel it has been fully resolved, reveals a new CIPD report. The report shows a significant disconnect between...

Over 70% of workers willing to sacrifice pay for a 4-day week

According to research from Owl Labs, as many as 73% of UK workers are willing to take a pay cut in exchange for a four-day workweek. This is an increase from 65% in 2023, showing a growing desire for more...

72% of Gen Z reject middle management- is this a leadership crisis in the making?

Recent research from Robert Walters has revealed growing disillusionment among younger UK professionals regarding middle management roles, with over half of Generation Z professionals (those born between 1997 and 2010) expressing no desire to pursue these positions. According to the study,...

Half of US consumers are engaging in live shopping

Insights from VTEX’s latest survey on live shopping reveal growing popularity, yet a significant gap in consumer awareness regarding when and where these events are taking place. The survey, conducted with 1,000 respondents aged 18 and older, found that 45% have...

72% of UK leaders report losing employees to flexible workplaces

According to a new Remote report, nearly three-quarters (72%) of hiring leaders in the UK have lost employees to companies that provide them with more flexible working conditions in the past six months. The survey also found that 84% of...

Happy contact centre agents lead to happier customers

A recent study by Intradiem has revealed that 97% of contact centre leaders believe agent tenure directly impacts customer satisfaction (CSAT), with 46% reporting that longer-tenured agents tend to achieve higher CSAT scores. The study highlights the critical role of...