Electric vehicle uptake has been slower than expected since the world’s leading manufacturers introduced ranges of fully electric and hybrid models. Higher upfront costs when compared to traditionally fuelled vehicles and concerns about the fragmented network of charging infrastructure has suppressed consumer demand. In this report from CXFO Foundation Partners Arvato, we hear from four leading experts in the UK’s automotive industry with their insight on the challenges businesses across the industry are facing, the opportunities presented by the growth in adoption levels and what the shift to electrification will mean for customer experience. Download the report to find out more.
For our Inaugural CXFO Industry Council for the BPO and Outsourcing sector, we invited leading organisations to come together for the first time, to discuss these challenges and how the industry and those within it can best position itself to meet them. These insights and sharing of best practice will help to change the future of delivery in the sector for all stakeholders. In the report we have highlighted the key topics which were discussed during the roundtable event and the thoughts of the attendees, as well as any outcomes which have followed. Download the report to find out more.
The Travel sector was one of the worst, and most immediate sectors, affected by the pandemic, and the last to return to service post global lockdowns. It now faces the triple challenge of meeting customer expectations, staffing challenges, multilingual communication methods and technology advancements. We invited leading brands to discuss a variety of topics which are affecting the sector right now. These insights and sharing of best practice will help to change the future of CX in the sector. In this report we have highlighted the key topics which were discussed during the roundtable event and the thoughts of the attendees, as well as any outcomes which have followed. Download the report to find out more.
The new technology will be integrated into their software later this year, enhancing their existing chatbot capability and enabling businesses to deploy complex automated chat solutions in their customer communications.
One of the biggest strikes of the year began on Thursday morning with Royal Mail, BT and Openreach workers walking out over pay and conditions. At BT Customer Contact Centre, in Gosforth, members of the Communication Workers Union (CWU) wore bright jackets and waved flags as they formed a picket lines at the entrance to the building. They joined around 30,000 Openreach engineers and 10,000 BT call centre workers who have already taken industrial action, and further strikes are also planned for October 24.
The new jobs will be available at BGL Insurance (BGLi) before the end of the year and they will all be based at BGLi’s St Catherine’s Court site. All of the new recruits will be involved in multi-channel customer service support and they come at a time when the firm already has more than 500 people on its books. BGLi, which is also a sponsor of the Sunderland Echo Business Excellence Awards, is a digital distributor of insurance and household financial services.
South West Ambulance has the longest waits in the country for people to get through to the operator. It takes almost a minute on average for ambulance control to answer 999 calls compared with just five seconds for the West Midlands service.
ChatLingual, provider of the world’s most comprehensible multilingual messaging platform, have united with Quantanite, a Customer Experience and Digital Outsourcing solutions provider for the world's fastest growing brands. ChatLingual will complement Quantanite’s CX and Digital Outsourcing offerings with their multilingual customer support operations, providing simple and more delightful customer and agent experiences in every language.