Author: CXM Editorial

Brand loyalty is on thin ice. Two strikes and you’re out, says new report

Consumers are running out of patience, brands are on notice—mess up twice, and 70% of your customers will walk away. That’s the stark warning from Emplifi’s latest report, The Social Pulse: State of Consumer-Brand Engagement on Social Media in 2025....

TrampolineAI promises to end healthcare contact centre headaches

Healthcare contact centres are infamous for long wait times, repeated explanations, and frustrated members stuck in an endless loop of transfers. But TrampolineAI, a new AI-powered contact centre platform, claims it can finally cut through the chaos with real-time intelligence...

8×8 introduces RCS support to elevate customer engagement and omnichannel messaging

8×8 has announced the integration of Rich Communication Services (RCS) into its 8×8 Contact Center. This addition allows businesses to engage customers through highly interactive, two-way messaging, enhancing personalisation and trust in digital communication.8×8 is also launching RCS Business Messaging...

AI copyright battles, gaming safety, and workplace abuse: where do we draw the line?

Roblox enhances parental controls amid safety concernsRoblox has introduced new parental controls, enabling caregivers to block specific friends, restrict game access, and monitor screen time. These updates follow concerns about bullying, grooming, and inappropriate content on the platform, which is...

Financial woes are making Americans stressed, broke, and sick

Financial stress isn’t just draining wallets; it’s taking a serious toll on Americans’ health. A new Health is Wealth Report from MoneyLion and Mastercard exposes the hidden physical and mental costs of money worries, with two-thirds of U.S. adults reporting...

Australian state of CX report highlights c-suite’s need for hard data

The Australian market is full of its own quirks and trends. A new CGSI report, the 2025 State of the Customer Experience, highlights what’s going on down under as businesses try to prove the power of CX. The report...

TELUS Digital partners with Zendesk to deliver CRM and CCaaS integration services

TELUS Digital Experience has announced a collaboration with Zendesk to offer joint clients superior CRM and CCaaS solutions.The integration promises intelligent support powered by human expertise and advanced AI, delivering faster resolutions and personalised experiences. TELUS Digital is also unlocking...

AI meets digital intelligence: Fullstory’s new suite transforms customer and employee experiences

Fullstory has introduced AI-driven solutions to help businesses extract valuable insights from digital interactions. Companies face growing challenges in understanding user behaviour across increasingly complex digital landscapes. Fullstory’s latest innovations provide the tools to eliminate friction, enhance decision-making, and drive...

Gladia launches Solaria to deliver real-time, multilingual speech recognition

Gladia has introduced Solaria, an advanced automatic speech recognition (ASR) model designed to transform real-time voice communications. As businesses increasingly rely on multilingual customer interactions, Solaria delivers accuracy and scalability, allowing call centres and voice-first platforms to provide seamless, high-quality...

Forrester says AI agents and influencers are running B2B buying and companies need to catch up

Forrester is calling time on old-school B2B sales strategies. According to new research unveiled at B2B Summit North America, buyers have moved on, but most B2B organisations haven’t. Today’s decision-makers are younger, rely on AI agents for research, and trust...