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The human element of customer experience

In 2011, Gartner predicted that by 2020 85% of customer relationships would be managed without the involvement of human interaction. Seven years later, that prediction is becoming a reality. Today, technology has drastically redefined how brands deliver customer experience. Omnichannel customer service is considered best practice, artificial intelligence (AI) and machine learning (ML) tools are […]

More credit unions falling but membership growing

Nine credit unions went bust last year, the highest number of collapses since 2010 when 10 went into default. It brings the total that have gone under in the past decade to 73. Despite this, the number of credit union members has risen by 250% over the same period and more than two million people […]

Ryanair named worst short haul airline – for the sixth year in a row

Ryanair has won the dubious honour of the UK’s least-liked short-haul airline for the sixth year running. The results from a Which survey of airline passengers ranked Ryanair at the bottom of 19 carriers flying from the UK. The top five were Guernsey-based Aurigny Air Service, Swiss Airlines, Jet2, Norwegian and Dutch carrier KLM. A […]

Economy Energy banned from taking on new customers

Energy supplier Economy Energy has been banned from taking on new customers until it improves its customer service. The energy regulator, Ofgem, said the ban would remain in place for three months to allow the firm to improve its customer contact procedures. It must also address billing and payment failures, and issue customer refunds in a […]

Industry rejects MPs call for petrol pricing Watchdog

A group of MPs is calling for an independent fuel price watchdog – to be called Pumpwatch – to monitor the cost of petrol and diesel. Petrol stations that charge fair prices would be entitled to display a “kitemark” logo. The All-Party Parliamentary Group (APPG) for Fair Fuel is accusing the industry of increasing its […]

John Lewis partnership enjoys double digit pre-xmas trading boost

Retail chain John Lewis Partnership saw an 11% rise in sales in the last week of 2018 compared with a year earlier. The partnership includes both John Lewis department stores and Waitrose supermarkets. John Lewis reported very strong sales on Christmas Eve itself – which was included in the last week of trading – as […]

High street bellwether Next online festive season jump as stores suffer

Next has reported a sharp rise in online sales over the Christmas period, while trading at its stores declined. In a continuation of recent trends, its online sales rose 15.2% in the period from 28 October to 29 December compared with a year earlier. By contrast, sales at its stores fell 9.2%. Next said strong […]

Cathay Pacific to honour tickets sold in error for fraction of actual price

Cathay Pacific has said it will honour first-class and business-class tickets that it sold to some lucky passengers for a fraction of the usual price. The Hong Kong-based airline mistakenly sold business-class seats on August flights from Vietnam to New York for about $675 return. Prices on the same route in July and September cost […]