Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve been looking at the latest research in consumer behaviour as we enter the new season, how brands need to improve their customer service and personalisation tactics, and more.
We’re also discussing new research into Co-op’s new launch of 24-hour delivery from stores in city centre location, Gartner has predicted that 30% of enterprises will automate their activities by 2026, and more.
Key news
- A day after Deloitte UK announced a new equal family leave policy, giving all new parents 26 weeks’ fully paid leave, campaigners in London and Edinburgh staged action calling on the government to improve its paternity leave options. New research by YouGov, commissioned by Deloitte ahead of its new policy announcement, found that equitable parental leave is a major consideration among the UK’s working parents: 87% said it was a key factor in their choice of an employer, and 85% put it down as a reason for staying in a job.
- The insurance sector is grappling with a perception problem among young job seekers, a new study reveals. Despite its crucial role in the global financial system, insurance ranks last in career appeal for 16-24 year olds, with 67% dismissing it as “boring”. Industry leaders warn of a looming talent drought as half the workforce nears retirement, citing misconceptions about the industry’s purpose and opportunities as key hurdles. As risks like climate change and cybersecurity grow, industry insiders call for insurance to reinvent itself to attract the next generation of talent.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest research in consumer behaviour as we enter the new season, how brands need to improve their customer service and personalisation tactics, and more.
30% of enterprises will automate more than half of their network activities by 2026
By 2026, 30% of enterprises will automate more than half of their network activities, an increase from under 10% in mid-2023, according to Gartner.
“Infrastructure and operations (I&O) leaders are increasingly looking to AI-based analytics and augmented decision making, including intelligent automation (IA), to improve operational resilience and responsiveness, address complexity and process increasingly large amounts of data through automation,” said Chris Saunderson, senior director analyst at Gartner.
IA for I&O is the application of AI techniques, including GenAI to automate decision making and execute actions for I&O initiatives. It is increasingly being used to empower business agility and is driving more advanced I&O service enablement.
IA is an emerging technology that is in the Trough of Disillusionment on the Gartner Hype Cycle for I&O Automation, 2024 and is expected to reach mainstream adoption in the next five to ten years
Co-op is launching 24 hour delivery service
Co-op is launching 24-hour delivery from stores in city centre locations, via its partners Deliveroo, Just Eat and Uber Eats.
New research from the UK convenience retailer shows that over 40% of quick commerce shoppers would use a 11pm to 5am delivery service if available.
This figure rises to around almost one in two consumers aged between 18-44, with the service most popular for GenZ shoppers aged 18-24 (52.3%) who are most likely to use the offering.
Further research suggested that those in London were most likely to use it (55.2%) with the data showing that those in Wales were least likely (26.47%). An estimated six million UK adults believe the main reason for this was due to their work pattern or shift.
The 24 hour service is launching this month in Leeds, London and Manchester stores where there is strong online grocery demand at non-traditional times, with stores selected based on the local demographic, a concentration of delivery driver availability and where stores are already staffed around the clock for replenishment purposes.