Employee Engagement

Verint to extend it’s voice of the customer offering with acquisition of ForeSee

Verint is to acquire ForeSee, a leading cloud VoC vendor. The Verint-ForeSee combination will create the market’s most comprehensive omnichannel cloud VoC portfolio available – an analytics-rich offering that will allow organisations to better measure and understand customer experiences and prioritize the improvements that will have the greatest business impact. The acquisition will add ForeSee’s […]

British Gas owner to take £70M hit from price cap

The new cap on energy bills is set to cost British Gas’s owner Centrica £70m in the first quarter of 2019, the company has said. The cap, which starts on 1 January, means an average dual fuel customer who pays by direct debit should pay no more than £1,137 a year. This is £68 lower […]

Collapse of Extra Energy is sixth in the utility supplier space this year

Another small energy supplier – Extra Energy – has ceased trading, making it the sixth supplier to go out of business since the start of the year. The company had attracted just 108,000 domestic and 21,000 business customers. Energy regulator Ofgem said Extra customers’ supplies will continue as normal and any credit balances will be […]

More than two thirds of C-level executives now prioritise the CX above profit and revenue growth

New research from Engage Hub, the data-driven customer engagement company, shows that for businesses today, customer experience is more important that even profit and revenue growth. Over two-thirds of C-level executives interviewed see customer experience as a top business priority. The flagship report, ‘The Customer-centric Organisation’, produced in partnership with Sapio Research, explores how much […]

Royal Mail profits half as cost cutting runs behind schedule

Half-year profits at Royal Mail have tumbled after the company failed to cut costs as quickly as hoped. Pre-tax profit more than halved to £33m for the six months to 23 September despite a 1% rise in revenues to just over £4.9bn. Revenue from its GLS European parcel operations was up 9%, offsetting a 1% […]

Uber Eats workers join general fast food employees strike

Uber Eats riders and a small number of workers from JD Wetherspoon, McDonald’s and TGI Fridays are striking over pay on Thursday. Walkouts will be held in several UK cities, along with a rally in London. The industrial action is being taken in tandem with strikes by fast food workers on four continents. UberEats, JD […]

Royal Mail shares plunge after profit warning

Royal Mail shares ended 18% lower on Monday after it warned on profits in an unscheduled trading update. The post and parcel firm said cost savings would be just £100m this year rather than the £230m forecast. Addressed letter volume fell by 7% in the first half of the year, while productivity performance was “significantly […]