Category: CXM News

IT professionals warn poor digital employee experiences lead to unsafe workarounds

A recent report from Ivanti reveals that 86% of IT professionals believe poor digital experiences (DEX) lead employees to adopt unsafe workarounds. The study underscores a growing concern: while employees face tech-related frustrations, only 13% of security professionals consider user...

45% of customer service teams use AI, but security concerns stall extensive adoption

A new survey by CommBox highlights that security concerns are a significant obstacle to the widespread adoption of AI in customer service, with unregulated usage becoming more common within companies. The report highlights a cautious approach toward AI implementation, as 45%...

Consumers are ready to trade privacy for personalised experiences

A recent study by Jack Morton has shown that almost half of consumers (48%) are ready to share their personal data in exchange for a better brand experience, and 30% said that they would even trade data for cash or...

New HR buzzword ‘fauxductivity’ is concerning employers that their staff are pretending to work

The new HR buzzword ‘fauxductivity’ is set to worry employers and highlight the age where keeping an eye on staff’s productivity is a requirement. The term refers to employees keeping up appearances of productivity without actually achieving anything. Instead of...

UK Employee Experience Awards™ 2025 – Open for Entries 

As we focus on empowering employees, we’re excited to announce the start of the UK Employee Experience Awards™ 2025, celebrating workplace excellence. For the 11th consecutive year, UKEXA™ aims to recognise and celebrate passion and commitment of the UK EX professionals like you,...

Are employees ready to trust AI with their paychecks?

According to PayrollOrg’s (PAYO) survey, many U.S. workers are uneasy about integrating AI into payroll processes. Specifically, 39% of respondents expressed discomfort with AI calculating their pay, while 53% were uncomfortable with AI answering payroll-related questions instead of a human. “Payroll...

Consumers alarmed by AI-driven cybercrime, yet few act

As consumers rely on digital payments, eCommerce, and other online interactions, concerns over cybercrime, such as identity theft and AI-driven attacks, are on the rise. According to a survey by Nationwide, while 80% of respondents are worried about identity theft,...

Workers are now entitled to all tips from customers, by law

In a new law, workers are now entitled to receive all tips from customers at the end of the working month. This law sets out to ban firms from withholding these tip payments, by cash or card. This is set...

Shift in consumer shopping preferences opens new opportunities for in-store retailers

Sony’s latest State of Retail Technology Report 2024 uncovers a significant shift in the balance between online and in-store shopping, highlighting new opportunities for brick-and-mortar retailers. While e-commerce has dominated in recent years, the report indicates that consumers are beginning...

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...