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HIGHLIGHTS ¦ DEMSA Newsletter

What you need to know this week FCA growth-challenge measures could make contactless spend thresholds discretionary; past increases (2007 £10 → 2020 £45 → Oct 2021 £100) correlated with higher average contactless spend.ONS: zero GDP growth in July 2025 (after +0.4% in June 2025).Resolution Foundation: essentials and energy debt have risen sharply; energy debt has tripled in a decade.StepChange: over two in five clients are in energy arrears; average energy arrears ~£2,300; average council tax arrears ~£2,000.Warm Home Discount now… Read more

KEY THEMES+ ¦ DEMSA Summary

What you need to know this week FCA growth-challenge measures could make contactless spend thresholds discretionary; past increases (2007 £10 → 2020 £45 → Oct 2021 £100) correlated with higher average contactless spend.ONS: zero GDP growth in July 2025 (after +0.4% in June 2025).Resolution Foundation: essentials and energy debt have risen sharply; energy debt has tripled in a decade.StepChange: over two in five clients are in energy arrears; average energy arrears ~£2,300; average council tax arrears ~£2,000.Warm Home Discount now… Read more

Podcast ¦ Uncensored CMO: Mark Ritson on why everyone is wrong about Sydney Sweeney, the 3 rules of creativity & why strategy always comes before tactics

Podcast : uncensored CMO Search for original: Link Key Take Aways Strategic consistency in campaigns, exemplified by Yorkshire Tea and Cadbury, yields significant long-term growth and cost efficiencies. Long-term campaign investment, such as running ads for five years, enhances brand equity through compound effects, outperforming frequent refreshes. Authenticity and market orientation are crucial; misjudging consumer perceptions of assets like Sydney Sweeney’s jeans reveal gaps between brand perception and consumer reality. Data-driven creative insights, such as identifying the emotional and distinctive… Read more

Podcast ¦ Market Pulse: Pros & Pioneers: This Is Why Your Sales Pitch Fails Anthony Solimini

Podcast : Market pulse pros and pioneers Search for original: Link Key Take Aways Success in sales within financial services hinges on genuine understanding and relationship-building rather than slick pitches or product features. Cultural differences significantly impact sales approaches, especially in Asia, where relationship and trust are prioritised over directness. The importance of adjusting sales communication styles based on behavioural assessments, such as DISC profiles, for maximum effectiveness. Incorporating humour and light-heartedness in training can lower barriers, foster trust, and… Read more

Podcast ¦ Get out of wrap: 234 – Digital First CX Lessons from Nextiva’s Global Growth Journey with David Paulding of Nextiva

Podcast : Get out of rack Search for original: Link Key Take Aways Fundamental challenges in contact centre operations remain longstanding, including issues with customer recognition, repetitive verification, and post-call work, highlighting persistent optimisation opportunities. Organisational focus should prioritise fixing basic operational processes before deploying advanced AI capabilities to ensure actual results. The real value in AI lies in operational efficiency, productivity improvements, and employee engagement, rather than solely in marketing or hype-driven applications. Organisations often face siloed, inconsistent data… Read more

Podcast ¦ CX Files: David Powers – Rooter Hero – The Three-Faced AI God In CX

Podcast : CX Files Search for original: Link Key Take Aways Senior leaders must emphasise the importance of a pragmatic approach to AI, focusing on effective use cases rather than hype. Transparency around AI deployment is critical; customers respond negatively when discovering AI is being used without disclosure. Customer trust diminishes significantly once they realise interactions are driven by AI, especially if voice neutralisation or accent modification is inaccurate. Human agents remain vital for critical industries like home services, where… Read more