Author: CXM Editorial

Currys saves 900 management hours to spend more time on the shop floor

The quest for management efficiency continues across all businesses. Yet, it is pretty rare to get a specific figure out of any project. Therefore, data from Uk retailer Currys, saving 900 hours through the use of Zebra’s workflow automation package...

Research shows emotive human experiences are worth far more than AI

The debate between AI and human in customer service roles will rage for years, even as AI takes over more of the workload. New research from Ventrica shows that UK companies can’t afford to replace humans with AI in customer...

A third of UK consumers willing to pay more for connected experiences

New research from branding firm Merkle reveals that UK consumers actively seek opportunities to engage with brands through connected technologies. The rise of QR codes, visual search, augmented reality and NFC (Near-field Communication) tags all add to the consumer experience. That’s according...

AI fuels CPaaS expansion, supermarkets battle for price leadership and AI nudification apps face scrutiny

Supermarkets ramp up price wars with record promotional spendingUK supermarkets are spending hundreds of millions on special offers as competition intensifies amid the cost of living crisis. Nearly 30% of sales were on promotions in April, with Tesco and Sainsbury’s...

Verizon Project 624: The perils of cryptic marketing and CX

Verizon is generally on a hiding to nothing when it comes to customer experience. The US telco brand’s 143+ million customers typically only get in touch when they have a complaint. And, no matter how well Verizon deals with it,...

Five9 and Salesforce tighten ties with new AI bundle for contact centres

Five9 has launched a new product and services bundle designed to streamline how businesses use its contact centre technology with Salesforce’s customer service tools, marking a deeper phase in the companies’ long-running partnershipUnveiled this week, Five9 Fusion for Salesforce combines...

3CLogic’s Voice AI Hub delivers real results, not just conversations

3CLogic has announced the release of its new Voice AI Hub—an advanced, secure voice AI platform built for large-scale enterprise use. Designed to modernise customer and employee interactions, the solution leverages voice technology and AI to create intelligent, natural conversations...

22% of UK consumers unsubscribe, at least once a week

Call it the great unsubscribe clear out, or just consumers getting fed up with cookie-cutter offers and newsletters! But, over a fifth of Brits now have a regular clean-up of their marketing communications. Fair enough if it’s a newsletter by...

Invoca ties digital ads to contact centres with PreSense launch on Genesys AppFoundry

Invoca has released its PreSense solution on the Genesys AppFoundry, giving Genesys Cloud users a new way to connect online marketing efforts with contact centre operations.PreSense helps companies route incoming calls based on a user’s digital behaviour, such as which...

Voice, chat, and action: why agentic AI is winning in CX

According to Forethought’s 2025 AI in Customer Experience Benchmark Report, companies utilising agentic AI are seeing significant advantages over those using traditional or simpler AI solutions. Agentic AI is proving to be more effective and cost-efficient in handling customer service...