Author: CXM Editorial

Email isn’t dead—but bad email strategy could be killing engagement

Acoustic has released its 2025 Marketing Benchmark Report: Measure How You Stack Up and Learn Tips to Improve Your Strategy. This report offers an in-depth analysis of current trends in email marketing, automation, and personalisation. It emphasises email’s continued dominance...

Survey: A customer-first approach and AI adoption drive CX improvements

A 2025 survey of CX Leaders, Trends & Insights: Corporate Edition, highlights the benefits of investing in focused customer experience efforts. It shows off the current state of CX and the road ahead based on CX leaders’ efforts and ambitions....

NHS workforce halved, female CEOs face bias, and desk disputes escalate

Desk dispute leads to constructive dismissal payout A senior estate agent won a constructive dismissal case after being assigned a “junior” desk. The tribunal found this desk placement, seen as a demotion, breached workplace laws. Nicholas Walker resigned when told he’d...

Office ‘hotelification’ can support the RTO drive

In the early days of the tech startup era, all sorts of gimmicks were used to tempt talent to join booming companies. In-house coffee bars, gaming and activity rooms, chillout zones and other ideas were tried as lures to out-do...

Almost 90% of companies are embracing AI in outsourcing

The outsourcing landscape is undergoing a dramatic transformation driven by the rapid integration of artificial intelligence. According to a recent SupportNinja survey, 87% of companies are actively engaged in implementing, testing, or strategising the use of AI to enhance operational...

Deepfake fraud is on the rise and no one is safe

It started with a simple selfie. A LinkedIn profile pic, a Facebook snapshot, an ID scan—just enough for AI to work its magic. Within minutes, criminals can craft a talking, blinking, smiling imposter, ready to dupe banks, businesses, and even...

GoTo shifts gears with new AI-powered platform for car dealerships

GoTo has introduced GoTo Connect for Automotive, an AI-driven communications platform tailored specifically for car dealerships. The platform aims to enhance customer interactions and support dealerships in driving growth through improved sales and customer loyalty.With less than one-third of dealerships...

Algolia’s next-gen AI: search that adapts to your every business need

Algolia has unveiled an advancement in search technology, introducing a suite of AI-driven ranking capabilities designed to revolutionise how businesses optimise search results. This trifecta enables the seamless integration of multiple unique data signals, allowing businesses to achieve various goals...

Banks in a bind: Card experience fails to win customer loyalty

It’s no secret that the banking industry is in a customer experience crisis. Adding to the challenge, retail banks are having difficulty retaining customers, according to a new Capgemini report. Over 70% of cardholders are indifferent or dissatisfied with their...

New report reveals cost and security advantages of on-premise AI

In collaboration with GAI Insights, a new report from Inflection AI challenges conventional wisdom about AI deployment, revealing significant cost, security, and strategic advantages for enterprises that bring AI inference in-house. The study argues that relying solely on cloud-based AI...