Author: CXM Editorial

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...

International Customer Experience Awards opens for entries on 1st April

The International Customer Experience Awards (ICXA) returns to London in November 2025. Entries for the global celebration of CX open on 1st April.“It’s fantastic to be able to bring the international CX community together at one event,” said Neil Skehel,...

Poor UK jobs outlook as Employment Rights Bill hits

The employment situation in the UK continues to take a depressing turn, with hiring delayed as tax rises and other pressures loom.ManpowerGroup’s latest quarterly Employment Outlook Survey (MEOS), a key economic indicator for the Bank of England and UK government,...

Tesco’s trolley scales, hiring bias, and restroom cleanliness: how everyday experiences shape trust

Tesco’s trolley scales spark debate among shoppersTesco is trialling giant trolley scales at a Gateshead store to catch discrepancies in “Scan as you Shop” purchases. While some shoppers find the scales convenient, others liken the experience to airport security, feeling...