Author: CXM Editorial

Smarter support starts here: Capgemini and Google Cloud launch agentic AI solutions

Capgemini has unveiled a major new initiative with Google Cloud to redefine customer experience (CX) through advanced agentic AI. The companies will leverage intelligent automation and real-time insights to streamline support services and boost customer and employee satisfaction.The initiative will...

Ascend’s new smart inbox uses AI to tackle insurance paperwork so you don’t have to

Insurance automation company Ascend has unveiled Smart Inbox, an AI-powered inbox for insurance agencies that promises to chew through billing documents so humans don’t have to.Whether it’s binders, quotes, invoices, or those dreaded commission statements, Smart Inbox reads it all,...

ServiceNow & 3CLogic give contact centres an AI upgrade

3CLogic is levelling up its long-standing partnership with ServiceNow to launch a fully integrated, AI-powered solution. This new offering combines ServiceNow’s CRM products with 3CLogic’s advanced voice and customer experience tools, creating a seamless end-to-end system for managing employee and customer interactions.The collaboration...

Gartner helps fill in the gaps between CX no-code and AI

Pity the poor CX project teams who leapt with delight on the low/no-code train in recent years. They could suddenly create apps and services without waiting or paying for developer experience. Now, all that work is suddenly being threatened or...

Video expectations are sky high — and brands are falling behind

According to a new Idomoo survey, 78% of consumers want to see brands use more video, yet many companies aren’t delivering. More than 40% of people say they never receive video content from the brands they engage with. This growing...

Recruitment dips, flex work stalls, and airports prepare for touchless travel

Air travel set for major overhaul with digital ‘journey pass’Air travel is on the verge of a tech-driven transformation, as the UN’s aviation body, ICAO, plans to replace boarding passes and check-in procedures with a digital “journey pass.” Stored on...

HubSpot’s new AI workspaces slash sales cycles and customer churn

HubSpot has just dropped a new suite of AI-powered “Workspaces” that promise to turn sales and support teams into lean productivity machines with no more swimming in spreadsheets or chasing down scattered context.Officially unveiled as the Sales Workspace, Customer Success...

Customers are tired of searching: smarter digital experiences are the future of CX

Coveo’s latest report highlights that despite advancements in AI and digital self-service tools, the customer journey is still riddled with friction—especially when finding accurate, relevant information.Based on a survey of 4,000 consumers across the U.S. and U.K., the report highlights...

Americans are warming to AI search but a stubborn few still refuse to try it

Americans are warming up to the idea of artificial intelligence being their new personal shopping assistant. It’s already part of their everyday search routine for nearly half the country.According to a new study by adMarketplace, 45% of U.S. adults now...

Forrester: Volatility is the new normal, embrace the risk

From trade wars and cyberattacks to supply chain chaos and geopolitical instability, the economic curveballs keep coming. Forrester says waiting for calm is a losing strategy.In its new report, How To Thrive Through Volatility, the research firm urges business and...