Employee Engagement

Barclays profits hit by £2BN of costs

Litigation costs and settlements have made a big dent in Barclays’ profits for the first half of the year. Pre-tax profits fell from £2.3bn to £1.6bn after the bank paid out about £2bn, including a £1.4bn settlement with the US Justice Department. But without the charges, pre-tax profits jumped by 20% to £3.7bn, with the […]

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 […]