Customer Contact (incl BPO)

New hope for future of high street as Millennials and Gen Z ride to the rescue

Findings released by one of Europe’s leading retail experience design agencies, Foolproof, reveals that the high street has a surprising advocate: the younger ‘digital generation’. 58% of 18-24 year olds and 60% of 25-34 year olds stated that they would rather shop for clothes in-store than online. The figures suggest it’s not all doom and gloom […]

JD Sports rewarded for focus on millennials

A focus on younger consumers has helped JD Sports to buck the retail gloom and report record results. The sportswear retailer said pre-tax profits rose 15.4% to £339.9m in the year to 2 February, with revenues jumping 49.2% to £4.7bn. In Europe, it had a net increase of 39 stores. It opened 34 in the […]

Bounty pregnancy club fined over data handling of more than 14 million people

Pregnancy club Bounty UK has been given a £400,000 fine for illegally sharing the personal information of more than 14 million people. The fine was issued by the Information Commissioner’s Office (ICO) in what it said was an “unprecedented” case. Bounty compiled personal data but did not tell people that it was shared with 39 other organisations, […]

Royal Mail launches delivery time notifications the day before

Royal Mail has launched new earlier customer notifications, advising recipients the day before of their delivery day and estimated delivery time. Recipients will also get shorter estimated delivery windows, starting at two hours. A third (33 per cent) of online shoppers want to receive information about their parcel the day before delivery, according to Royal […]

Customer Lifetime metric being used more: But skills gap a deterrent

Criteo the advertising platform for the open Internet, today reveals that despite growing awareness of Customer Lifetime Value (CLV), a lack of digital skills, customer data, and organisational silos are holding back its use as an actionable business metric. In its 2019 report, Is ROI dead? The state of Customer Lifetime Value 2019, Criteo benchmarks […]

Automatic Compensation for Broadband Users Goes Live

Five UK broadband and landline providers will now automatically compensate customers when services do not work. From Monday, customers who experience delayed repairs, installations or missed engineer appointments will be compensated, without having to ask. BT, Sky, TalkTalk, Virgin Media and Zen Internet have joined Ofcom’s scheme, which is not compulsory. Hyperoptic, Vodafone, EE and […]

Giraffe and Ed’s Easy Diner site closures agreed

Plans to close 27 Giraffe and Ed’s Easy Diner restaurants have been approved by creditors, putting hundreds of jobs at risk. The brands will enter a company voluntary arrangement (CVA) and close almost a third of their 87 restaurants. The business, owned by Boparan Restaurant Group (BRG), first put forward the plan earlier this month. […]

Bank payment scams claim 84,000 victims

Scams in which criminals trick bank customers into paying them money out of their bank accounts jumped by 45% in the second half of last year. In the six months to December, £135m was transferred out of personal accounts to fraudsters with the customer’s permission. In the first half of 2018, the total was £93m. […]

Watchdogs ‘need to prove they protect consumers’ says NAO

Four major UK regulators need to do more to prove they are offering enough protection to those who need it, spending watchdog the NAO has said. Ofwat, Ofgem, Ofcom and the FCA understand the “significant difficulties” facing consumers. But they can’t prove they are effectively responding to them, the National Audit Office (NAO) said. The […]

Financial sharks circling customer favourite Metro Bank

Although Metro Bank recently came top of a consumer satisfaction league table, financial sharks are circling the challenger bank. Metro Bank is now the second most shorted company on the UK stock market. That means a lot of financial firms are betting the bank’s shares will continue to fall – despite having already lost 80% […]