B2B Engagement

Bupa appoints Kantar TNS to deliver CX excellence with four year partnership

Leading insight agency and CX specialist Kantar TNS has agreed a new partnership with Bupa UK worth £2.5 million to support the healthcare specialist develop its customer experience (CX) programme. The four-year contract will see Kantar TNS working across Bupa UK’s insurance, health services (wellness centres, health clinics, Bupa Cromwell Hospital), care services (care homes […]

Thomas Cook issues second profit warning in two months after UK heatwave

Thomas Cook has warned that its annual profits are set to be about £30m lower than expected, its second profit warning in two months. Earnings at its tour operator unit were £88m lower in the year to September, as people delayed booking holidays because of the prolonged heatwave at home. It also said its bookings […]

Virgin Atlantic in talks to rescue up for sale rival Flybe

Flybe and Virgin Atlantic have confirmed they are in talks about a sale or closer alliance. The move comes after cash-strapped Flybe put itself up for sale earlier this month. The Exeter-based regional airline said that Virgin was “one of the parties” it has been in discussions with. Last month, Flybe warned its full-year losses would […]

Brexit fears fail to put the brake on EasyJet bookings for next year

Fears of Brexit disruption have failed to deter passengers from booking flights next summer with EasyJet. Bookings were “promising” and slightly ahead of summer this year, with half its seats sold for the first half of 2019, the airline said. Pre-tax profits soared 41% to £578m for the year to 30 September. Chief executive Johan […]

Three in four consumers say they would drop a brand after poor CX

Three in five (61%) consumers say that receiving personalized communication over email, chat and social media is important, or else. Another 75% of consumers say they would drop a brand as a result of poor support or a bad customer experience (CX) — that’s according to a new report launched by Sitel Group The 2018 […]

Uber losses top $1BN ahead of planned IPO next year

Uber posted a loss of $1.07bn (£821m) in the three months to September, as the ride-sharing firm prepares for a public stock offering next year. The US company’s net losses widened sharply on a quarterly basis as revenues rose only slightly. Uber was recently valued at $72bn, making it one of the most valuable privately […]

More than 200 UK shopping centres are ‘in crisis’

More than 200 UK shopping centres are in danger of falling into administration, experts are warning. Analyst Nelson Blackley said the demise of “major anchor stores” such as BHS and Toys R Us, and the rise of online retail, had caused a “downward spiral”. Many of the at-risk centres are owned by US private equity […]