Author: CXM Editorial

Grammarly’s $1B bet, AI surveillance risks, and travel retail’s digital lift

Grammarly secures $1B in revenue-linked deal to fuel growthGrammarly has secured a $1 billion nondilutive investment from General Catalyst’s Customer Value Fund to bolster sales and marketing while preserving its $13B valuation. Unlike traditional equity funding, this deal ties repayments...

AI isn’t enough: trust and human insight still win in CX

The customer experience landscape is rapidly evolving, and new research from Five9’s 2025 Business Leaders Customer Experience Report reveals just how much. Based on insights from the U.S., U.K., and Canada, the report shows that while artificial intelligence is already...

Only 15% want fully digital insurance experience. So why are insurers still pushing it?

While much of the insurance industry continues to race toward full automation, a new survey from Insurity reveals that only 15% of consumers actually want a digital-only insurance experience.The 2025 Digital Experience Index reveals a more nuanced picture of what...

Hold the hold music: AI agent ‘Alli’ takes over at Allina Health

SoundHound AI and Allina Health are putting hold music on notice. The two companies have launched “Alli,” a voice-enabled AI agent designed to overhaul patient engagement at Allina’s Customer Experience Centre, and early results show it’s already changing the game.Powered...

TELUS Digital acquires Salesforce consultancy Gerent

TELUS Digital Experience (TELUS Digital) has announced its acquisition of Gerent, a U.S.-based Salesforce consultancy. Gerent, a Salesforce Summit Partner, brings with it deep industry expertise and a proven track record of delivering enterprise-scale implementations, integrations, and agentic AI solutions....

Gen Z wants more than just a bank – they want a brand 

As the battle intensifies between fintech disruptors and traditional banks, new research from Corporate Insight (CI) reveals striking generational differences that are shaping the future of financial services. The report paints a detailed picture of what today’s consumers really want...

IPI brings PCI compliance tools to global markets through new QPC partnership

IPI, the UK-based contact centre solutions provider, has signed a new partnership with QPC, extending the international reach of its Cloud PCI Suite. QPC’s clients worldwide will now have access to two core modules from the suite — Pauseable and...

This week in CX: when bots break rules and brands break trust

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how AI agents are posing new identity security risks, the fallout from Adidas’s customer data breach via a third-party vendor, and the growing mistrust...

The influencer economy is running out of trust

Influencer marketing has become one of the most powerful tools in the brand playbook, reshaping everything from product launches to customer loyalty. While the content keeps flowing, a new report suggests something more critical is drying up: trust.A new study...

Ready or not, AI is here! UK businesses are playing catch-up

A new report from Qualtrics reveals a growing disconnect between UK business leaders’ recognition of AI’s transformative potential and their confidence in deploying it effectively. While a resounding 92% of executives agree that AI will reshape their industries, only 16%...