Author: CXM Editorial

Gen Z ditches credit cards as “ick factor” grows

The days of young consumers swiping their credit cards without a second thought may be numbered. A new report from Cash App Afterpay, conducted by Morning Consult, reveals that nearly two-thirds (63%) of Gen Z are turning away from credit...

Ratings and reviews drive purchases among Gen Z

Retailers looking to drive customer success and build a positive customer experience had better keep an eye on their reviews. According to new research from brand presence platform Yext, 98% of Gen Z check ratings before making a purchase.Reviews have...

AI adoption in corporate travel surges, yet support and integration challenges persist

A new study conducted by Serko and Sabre Corporation reveals that AI and genAI are rapidly reshaping corporate travel, with over 90% of surveyed travel managers reporting some level of AI usage. The primary drivers for AI adoption include cost...

Primark CEO scandal, CFO turnover surge & OpenAI’s $40B power move

Primark CEO resigns over allegation of misconductPrimark CEO Paul Marchant has resigned after an investigation into allegations of inappropriate behaviour towards a woman in a social setting. Marchant acknowledged his mistake and accepted that his actions fell below the company’s...

The 3G switch off: When customer experience really matters

After several aborted efforts, UK telcos are switching off their legacy 3G mobile networks, with O2, the last of the major firms starting now. The mobile system, dating back to the early 2000s has finally run out of use, and...

Amazon is forcing Echo users to give up their privacy or lose functionality

Amazon is flipping the switch on a controversial privacy change that will force all Echo users to send their voice recordings to the cloud—whether they like it or not. Starting March 28, the tech giant is killing off the “Do...

Study reveals how app crashes wreck consumer trust

An app crashing could be the digital age’s equivalent of a car breaking down on the highway—users are left stranded mid-task, fuming with frustration. A new study reveals just how deep the damage runs, from lost engagement to abandoned platforms...

Blueshift unveils AI-powered agents to scale marketing personalisation

Blueshift has introduced Customer AI Agents to help marketing teams scale personalization efforts exponentially. These AI-powered agents enable brands to conduct ten times more personalisation experiments by automating decision-making. As the latest addition to Blueshift’s Customer AI Suite—joining Predictive AI,...

AI to dominate field service management by 2028, research finds

According to a recent report from Information Services Group (ISG), by 2028, two-thirds of enterprises will rely on AI to oversee field service operations, streamlining on-site support and improving efficiency. The ISG Buyers Guides for Field Service Management highlight a...

Glia’s new AI assistant absorbs the wisdom of top-performing human agents

Glia has debuted the Glia Virtual Assistant (GVA) Learning 360, claiming it’s the first AI solution to learn from the real-world experiences of human agents rather than just documents. This approach aims to drastically cut down AI onboarding time while...