Employee Engagement

Ryanair meeting pilots union ahead of planned strike

Ryanair has agreed to meet the trade union Fórsa at a neutral venue in an attempt to prevent a planned strike by pilots based in the Republic of Ireland. The pilots have voted to strike for 24 hours on Thursday. Ryanair had indicated that any talks should take place at its headquarters in Airside in Swords. […]

Gartner survey finds Employee Engagement a major concern impacting on delivery of CX

Employee engagement has surfaced as a major concern in delivering improvements in customer experience (CX), with 86 percent of CX executives in a Gartner, Inc. survey ranking it as having an equal or greater impact than other factors such as project management and data skills. “CX is a people issue,” said Olive Huang, research vice president at Gartner. […]

Outsourcer Capita to raise £700 million as losses deepen

Capita has reported a £513m annual loss as the outsourcing firm set out plans to revive its indebted business. Profits were wiped out by £850m of one-off costs, mainly from writing down the value of acquisitions made under its previous management. The company said it would raise £701m through a rights issue to fund a […]

New study reveals the optimum time for organisations to tackle GDPR consenting

SmartFocus has revealed findings that companies trying to reconfirm marketing preferences are at risk of triggering mass unsubscription requests, if they mail in the morning asking customers to make a decision. SmartFocus studied user behaviour in relation to 1.4 billion email marketing messages sent by a subset of aggregated, anonymised customer data from major UK-based […]

Genesys makes waves with more than 570 percent ROI in the last 3 years on it’s PureCloud offering

Genesys says that businesses using the PureCloud® platform, a cloud-based omnichannel contact centre solution, can experience a positive return on investment (ROI), improved productivity, enhanced employee retention, and cost avoidance of previous solutions over a three-year period. The results stem from the Total Economic Impact™ (TEI) study conducted by Forrester Consulting and commissioned by Genesys, […]

Ryanair warns of further disruptions to services ahead caused by worker issues

Ryanair is warning of “localised disruptions” as it recognises unions across the countries it operates in. The airline, which resisted worker representation for years, is also expected to extend union recognition to cabin crew. Last month Ryanair agreed to recognise a union for its 600 UK pilots. That followed a row over pilots’ rotas which […]