Thought leadership

Global consumers seek more personalisation from brands to improve the experience says new report

Some interesting research in this week’s newsletter suggesting that travel and hotels, non-grocery retail and financial services are the industries paving the way in terms of customer experience globally, while at the same time calling for brands to provide greater personalisation required by customers. The KPMG report which surveyed over 84,000 consumers across 20 countries […]

Thomas Cook auditor to be investigated

The UK accountancy watchdog has launched an investigation into the collapse of travel firm Thomas Cook. The Financial Reporting Council’s (FRC) probe will look at the audit of the company by accountancy giant EY for the year ending 30 September 2018. The FRC’s enforcement division will carry out the investigation and has the power to […]

Forever 21 files for Chapter 11 bankruptcy protection

Fashion retailer Forever 21 has filed for Chapter 11 bankruptcy protection in the US. The company said it plans to “exit most international locations in Asia and Europe” but would continue to operate in Mexico and Latin America. It expects to close up to 350 stores worldwide, a spokesperson said, including as many as 178 […]

Lloyd’s reveals depth of sexual harassment culture

Lloyd’s of London has vowed to tackle its male dominated culture after almost one in ten workers said they had witnessed sexual harassment. According to an independent survey, commissioned by the insurance market, 8% of workers reported having seen harassment in the past 12 months. It follows a raft of complaints about bullying and sexism […]

Google wins right to be forgotten case

The EU’s top court has ruled that Google does not have to apply the right to be forgotten globally. It means the firm only needs to remove links from its search results in Europe – and not elsewhere – after receiving an appropriate request. The ruling stems from a dispute between Google and a French privacy […]

Frequent flyer levy to fight emissions

Frequent flyers should face higher taxes to help tackle aviation emissions, the government’s climate advisers say. The Committee on Climate Change says a “frequent flyer levy” would help curb the growing demand for air travel. Other options would be to increase taxes on airlines, or restrict airport capacity – which would have implications for Heathrow […]

Walmart ceases e-cigarette sales in the US

Walmart has said it will no longer sell e-cigarettes in the US, amid mounting calls to ban the products entirely. The retailer said its decision was due to “uncertainty” about the rules governing e-cigarettes, which US health authorities have linked to more than 500 cases of lung injury. US President Donald Trump last week said […]

Thomas Cook collapses as rescue talks fail

Thomas Cook has collapsed after last-minute negotiations aimed at saving the 178-year-old holiday firm failed. The UK Civil Aviation Authority (CAA) said the tour operator had “ceased trading with immediate effect”. It has also triggered the biggest ever peacetime repatriation, aimed at bringing more than 150,000 British holidaymakers home. Peter Fankhauser, Thomas Cook’s chief executive, […]

Burger King ditches free toys and will ‘melt’ old ones

Burger King UK will no longer give away plastic toys with children’s meals, amid pressure to reduce plastic waste. The fast food restaurant chain is also encouraging customers to bring in old promotional plastic toys, which it says it plans to melt to make other items. The move comes after two Hampshire children petitioned the fast […]

Facebook unveils its plan for oversight board

Facebook has unveiled its plan to create an independent “oversight” board to make decisions over how the network is moderated. The firm insisted the panel, which will hear its first “cases” in 2020, will have power to override decisions it makes over contentious material and influence new policy. The idea, dubbed the Facebook supreme court, […]