Author: CXM Editorial

This week in CX: from AI hype to human impact

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored the rise in e-commerce AI spending, shifts in 2025 corporate travel plans, and how AI is enhancing—not replacing—human roles.We’re also discussing new updates from...

HappyorNot customer data shows emerging CX retail trends

The human schedule for being happy or grumpy is a well-known rhythm to customer support agents and retail staff. A fresh report from HappyorNot highlights the happiest time for customers is that early bird slot of between 7AM and 8AM,...

Over 60% of shoppers say retailers are to blame for returns shenanigans

Retailers may be cracking under the weight of their own kindness. A new report from Forter, the Trust Platform for digital commerce, reveals that 68% of consumers in the U.S. and U.K. believe retailers make it too easy to exploit...

Talkdesk is taking over banks and credit unions with new AI agents

Talkdesk has launched a new generation of AI agents built specifically for banks and credit unions to provide faster, smarter, and more secure customer service, delivered at scale.The AI agents use advanced technology to understand customer context, respond with empathy,...

What 2.3 million healthcare workers are telling us—and who’s listening

Over 2.3 million voices, and one clear message: engagement in healthcare is slipping. According to Press Ganey’s latest study employee engagement in the U.S. healthcare workforce declined slightly in 2024, signalling deeper cracks in the culture of care.While the drop...

Smobi taps Vonage to transform e-commerce messaging with RCS

Smobi has partnered with Vonage to bring Rich Communication Services (RCS) to its clients via the Vonage Messages API. This collaboration allows e-commerce businesses using Smobi to offer verified, branded, and interactive messaging experiences that improve customer trust, boost engagement,...

Noura Mohammad Al Remeithi of MBRHE crowned GCXA CX leader of the year

The Mohammed Bin Rashid Housing Establishment (MBRHE) had a splendid day at the 2025 Gulf Customer Experience Awards (GCXA), with Noura Mohammad Al Remeithi, capturing the CX Leader of the Year award. The Awards International event celebrates the best of...

Revolut’s Karma tracks staff behaviour for points-based bonuses

British challenger bank Revolut recently gained its UK banking licence. That will help it make big waves in 2025 and beyond. An effort driven by the company announcing £1.1 billion in pre-tax profits from existing operations. So, it has a...

Big businesses are drowning in data and failing to turn it into AI success

Big businesses are throwing everything they’ve got at AI: budgets, teams, tech, and yet many are stuck spinning their wheels. New research from journey management platform TheyDo reveals that while enterprise leaders are more data-reliant than ever, the quality and...

What’s holding Americans back from financial confidence?

Nearly half of Americans (44%) think about their financial readiness daily, but that awareness doesn’t always translate into confidence—36% say they aren’t sure they could handle an unexpected bill. These insights come from TD Bank’s new financial report, which surveyed...