Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.
This week, we’ve explored how brands can stop annoying their customers by finding the balance in personalisation, the double-edged power of AI-driven ads, and why reskilling is now essential for the modern workforce.
We’re also discussing new updates from Microsoft, JetBlue Airlines, and more.
Key news
- The EU is preparing to acknowledge that decoupling from dominant U.S. tech firms like Amazon, Microsoft, and Google is “unrealistic,” according to a leaked draft of its upcoming International Digital Strategy. While aiming to boost tech sovereignty and forge strategic alliances with like-minded nations, the bloc will maintain cooperation across global tech supply chains. The strategy promotes a defensive stance on China, especially on 5G, chips, and cybersecurity, and proposes expanding digital diplomacy to subsea cables. Launch is expected June 4.
- Microsoft predicts a future where every worker becomes a “boss” of AI agents in newly emerging “frontier firms.” These firms will rely on autonomous AI to handle tasks, allowing humans to delegate and supervise. In three phases, workers will shift from using AI assistants to managing fully autonomous agents executing business processes. Microsoft says this will boost productivity and eliminate repetitive work. However, experts warn of job losses, with millions potentially displaced.
- JetBlue Airways and United Airlines are in talks for a potential partnership focused on enhancing customer connectivity and loyalty program benefits, sources told Reuters. Unlike JetBlue’s defunct Northeast Alliance with American Airlines, this deal would not involve coordination on pricing or schedules. JetBlue, struggling with profitability and investor confidence, is seeking new alliances to boost its loyalty revenue. While discussions continue, details remain fluid. JetBlue has also faced acquisition speculation, though United has denied merger talks.
CXM news stories
Here’s the full news stories that CXM have reported on in the past week. Learn all about the latest news in digital marketing, the dangers of getting too personal, and the importance of reskilling.
Movius and NICE partner to strengthen mobile communication compliance in financial services
Movius has announced a strategic partnership with NICE to integrate Movius’ MultiLine solution with NICE’s NTR-X cloud-based compliance recording and assurance platform. The integration provides regulated financial services organisations a secure, mobile-first communications experience that ensures compliance while empowering employees to seamlessly engage across multiple channels — including Voice, SMS, iMessage, WhatsApp, and more — using their business mobile identity.
“NTR-X mobile communications platform integrations allow regulated users to remain in compliance while using mobile applications to communicate with their customers in the ways they prefer. Regardless of location or communication modality, our integration with MultiLine enables regulated firms to cost-effectively manage their entire global recording footprint and support their compliance efforts,” said Chris Wooten, Executive Vice President, NICE.
The financial industry continues to face mounting scrutiny from regulatory bodies such as the SEC and CFTC, particularly regarding the use of off-channel communications and lapses in recording protocols. In recent years, these compliance failures have resulted in billions in fines, highlighting a critical need for robust and reliable communication monitoring solutions.
Movius’ MultiLine addresses this challenge by ensuring that all business-related mobile communications — including calls, texts, WhatsApp messages, and Microsoft Teams interactions — are captured, encrypted, and securely archived. This enables firms to meet compliance obligations without disrupting employee productivity or compromising user privacy.
NICE’s NTR-X platform complements this by providing organisations with a global, centralised solution to monitor and manage all regulated users and communications. With capabilities to adhere to country-specific data capture and recordkeeping requirements, NTR-X enables firms to scale compliance operations without the need for extensive local IT infrastructure.