Author: CXM Editorial

Fast food meets the future: Yum! Brands partners with NVIDIA for AI innovation

Yum! Brands, the parent company behind KFC, Taco Bell, Pizza Hut, and Habit Burger Grill, is partnering with NVIDIA to bring advanced artificial intelligence into the restaurant industry on an unprecedented scale. As the world’s largest restaurant company with over...

Braze enhances personalised shopping experiences with Shopify integration

Braze has announced a strategic partnership with Shopify, introducing new integrations and features that enhance personalised shopper interactions. These advancements give brands real-time insights into customer preferences, allowing them to craft targeted campaigns that deepen engagement and strengthen customer relationships.The...

Google pays $28M for bias, government slashes credit cards, and companies fail on burnout

Google settles a racial bias lawsuit for $28MGoogle has agreed to pay $28 million to settle a class action lawsuit alleging racial bias in pay and career advancement. The lawsuit, representing over 6,600 employees, claimed that Hispanic, Latino, Native American,...

Intercom’s Fin voice AI agent heralds the end of support hold music

As a consumer, it is scary and annoying that I can call a technologically literate, often multi-billion dollar, business and have my ears wounded by crackly hold music. Worse, the kind that loops every 30 seconds for 10 minutes, before...

Right answers, right users: Talkdesk AI tailors knowledge delivery  

Talkdesk has launched Talkdesk Knowledge Creator, a feature designed to automate and enhance knowledge management for customer service teams. By utilising generative AI, the tool eliminates the inefficiencies of traditional knowledge bases by identifying gaps and generating reliable, up-to-date information...

Nearly 60% of consumers prefer AI agents over humans

A new report by Conversica reveals that nearly 60% of buyers are ditching human representatives in favour of AI agents. Are we witnessing the dawn of a new era in sales where artificial intelligence reigns supreme? The latest findings suggest...

Financial services lead in customer support, while retail falls behind

New research from WhatsApp business communications provider Esendex reveals stark differences in customer service across industries, with financial services ranking highest and retail performing the worst. The study assessed key factors like wait times to speak with a human representative...

What are the key success factors of unified commerce for retailers?

New Manhattan Associates report closely examines 220 North American retailers and dives into over 300 capabilities across four key areas: shopping, checkout, fulfilment, and service, to understand what is driving success in unified commerce.Only 5% of these retailers scored Leader...

Invoca’s Adobe integration bridges digital and offline sales

Invoca has launched an AI-powered integration with Adobe Experience Platform (AEP), bringing real-time conversational data into the omnichannel mix. This integration allows brands to track not just clicks and online behaviour but also the critical moments when customers pick up...

SurveyMonkey’s new tool connects survey data like never before

SurveyMonkey has launched Connect, a new no-code tool designed to make survey data more powerful and easier to use. Connect allows users to instantly link survey responses with business apps like Microsoft Teams, Slack, Excel, and Google Sheets, automating notifications,...