Customer Contact (incl BPO)

Advice for businesses this ‘Get to Know Your Customer’ day

Get to Know your Customers Day is a quarterly reminder to businesses that, at the heart of it, they are nothing without the people who buy their products. This is something that has remained consistent throughout the move from local business to global, online corporation, and almost every organisation recognises that they need to find […]

Domino’s pizza app must be accessible to blind people court rules

Domino’s Pizza has been told its website and app must be made fully accessible to blind people, after losing a legal case in the US. It follows a complaint from a blind customer who said he first struggled to change toppings and then was unable to complete a pizza’s purchase using the company’s iPhone app. […]

New partnership to engage global student community

The ISIC Association, the organisation behind the International Student Identity Card (ISIC), and Campus Society, the UK’s leading social network for students, announce a partnership to expand the Campus Society brand internationally and deliver tailored experiences, offers and services to the global student population. The partnership will result in local versions of Campus Society, integrating […]

New Oracle suite designed to power new consumer experiences

Oracle Retail continues its momentum in enabling digital transformation in the retail community with the launch of Oracle Retail Xstore Office Cloud Service. The service centralizes all back-office elements of store operations, eliminating the need for data centre investment, providing a faster implementation timeline and creating a more responsive business model attuned to shifts in […]

Decline in online CX will leave UK retailers struggling to compete warns report

The UK’s top e-retailers are seriously jeopardising sales by not prioritising on-site customer experience, according to an industry index report. The research, carried out by leading ecommerce and digital agency Visualsoft, forms part of the company’s second annual e-retail performance report. It analysed the industry’s top 250 names and found failings across a number of website performance metrics, […]

Most shoppers mistrust influencers says new survey

Most shoppers do not trust social media influencers, a survey has indicated. In the research for BBC Radio 4, 82% of people who took part said it was not always clear when an influencer had been paid to promote a product. The Advertising Standards Authority (ASA) has launched new guidelines to help influencers stick to […]

Almost every punter switches gaming companies within a year

Almost every UK customer (97%) switches gaming company within a year, research by global reviews and customer insights technology company Feefo has found. On average, customers switch almost every 7 months. Exploring the habits of 1,009 adults who use UK gaming firms, the research found that half (50%) of punters are using two gambling companies […]

YouTube top earners: The seven year old making $22M from his toy reviews

A seven-year-old boy who reviews toys has been revealed as YouTube’s highest-earning star, raking in $22m (£17.3m). The estimate by Forbes magazine found that Ryan of Ryan ToysReview pipped Jake Paul by $500,000 for the 12 months to June. Videos are posted most days and one promoting a blue giant mystery egg bearing Ryan’s face has had more […]

GCHQ warns on Black Friday cyber-threats to consumers

Black Friday sales could be targeted as “prime pickings” for cyber-crime, the UK’s cyber-security defence agency has warned shoppers. The National Cyber Security Centre, part of the GCHQ intelligence service, is issuing advice to shoppers of the risk of “malicious” online threats. It is the first such official cyber-warning in the run-up to the Christmas […]

Double digit drop in Mothercare sales amid ‘challenging’ times

UK sales at Mothercare fell sharply in the first half of the year, with the mother and baby products retailer blaming “challenging” conditions. The company also cited “negative press coverage” caused by its restructuring in May for the 11.1% drop in UK sales. Mothercare warned it expected its performance to remain “volatile”. The group is […]