1 in 3 customer service agents may quit soon

Two-thirds of customer service agents report that their job is as difficult or more difficult than it was a year ago. More than one in four agents say they are unhappy in their roles, and one in three is considering quitting in the next year.

This is according to research carried out by the Call Centre Management Association (CCMA) and supported by Intradiem.

The survey uncovered a disparity between the intentions of businesses and the reality of agent life. When asked,...

1 November 2023 | Best Practice

91% of shoppers won’t purchase from brands who serve ‘intrusive’ ads

Adverts and bright signs in Times Square, New York.

Intrusive ads that disrupt consumers’ browsing experiences or shopping journeys risk lower engagement and, crucially, lost conversion and sales opportunities, according to research from Wunderkind, a performance marketing channel that scales one-to-one messages for retailers and brands.

Research of 1,000 digitally-active shoppers in Wunderkind’s latest ‘Kindness in Advertising’ report showed that 70% believe advertisers don’t respect their digital...

30 October 2023 | Advertising

Digital marketing skills show positive growth but sector demands outpace professional development 

Core digital skills marketers rely on have improved but that the growing demands of new and evolving technologies are contributing to a skills gap across the majority of industries. 

This is according to research published by the training body Target Internet, in association with the Chartered Institute of Marketing (CIM).

This year’s report analyses data from more than 10,000 marketing professionals, gathered between 2018 to 2023 and highlights key short and...

24 October 2023 | Advertising

56% of UK consumers always accept cookies without thinking

A third (34%) of Brits admit that they have given up following cyber security best practice because it feels like an impossible task, according to research from Thales.

The research, which surveyed over 2,000 UK citizens, found an alarming level of consumer apathy when it came to keeping themselves safe online.

This apathy is closely tied to feelings of confusion, futility, and information overload. More than half (51%) expressed their struggle to grasp rapid...

11 October 2023 | Best Practice

Amperity recognised as a leader in Snowflake’s Modern Marketing Data Stack report

Amperity, an AI-powered customer data platform (CDP) for enterprise brands, has been recognised as a Customer Data Activation Leader in the Modern Marketing Data Stack 2023: How Data-Forward Marketers Are Redefining Strategies to Unify, Analyze, and Activate Data to Boost Revenue executed and launched by Snowflake, the Data Cloud company.

Snowflake’s data-backed report identifies the best of breed solutions used by Snowflake customers to show how marketers can leverage the...

9 October 2023 | Best Practice

Contextual-driven campaigns on YouTube drive 28% more attention than industry benchmarks

A newly-released study shows brand suitable and contextually-delivered advertising with Channel Factory delivers on average, 28% more attention than industry wide benchmarks according to leading attention measurement platform Playground xyz.

Channel Factory, which helps advertisers deliver brand suitable advertising in more contextually relevant places across YouTube, engaged with Playground xyz to deliver a comprehensive review of 76 campaigns across eight...

26 September 2023 | Advertising

Three-quarters of firms delay AI due to ethics concerns

More than half (51.3%) of global marketing leaders say that cost is a major challenge when adopting AI and automation into marketing operations according to a new study.

The research into emerging AI was conducted by workforce solutions and marketing operations consultancy, Algomarketing. 

This first-of-its-kind study surveyed over 300 global marketing leaders working in firms with 10,000+ staff about the current use of AI and automation in their marketing...

18 September 2023 | Automation

Three quarters of marketers’ positive outlook holds steady amid rapid digital acceleration

Econsultancy, a global provider of digital marketing and ecommerce insights and training, today revealed an early snapshot from its annual Future of Marketing report, which revealed marketers’ positive industry outlook remains steadfast despite a prolonged rocky economic environment.

Despite the crises which have characterised the last few years, more than three quarters (76%) of marketers remain optimistic about the future of the industry. This remains on par with the previous...

5 September 2023 | Best Practice

Consumer focus on sustainability outstrips marketers current skill set 

Two in five (40%) marketers would like to attain a marketing qualification relating to sustainability, but do not currently possess one.

Despite this, the number of marketers participating in sustainability work continues to increase, with three-quarters (76%) of marketers saying they have engaged in this work in the last five years, with nearly half (45%) feeling pressure in their role to communicate their company or clients’ sustainability credentials. 

This is...

7 August 2023 | Best Practice

Most marketing managers forced to execute strategies they had no say in

More than half of marketing (53%), sales (55%), and customer experience (57%) managers report being sidelined during strategic discussions, yet are still expected to execute plans.

This is according to research from HubSpot’s Behind the scenes: A Marketing, Sale and Customer Success pulse check survey, which indicates a disconnection between business decision-makers and those tasked with delivering customer success in a revitalised post-pandemic UK...

19 July 2023 | Best Practice