Archives

The impact of tariffs on customer experience

Based on the headlines, it is easy to imagine the impact of Donald Trump’s global tariff war bringing steel producers’ or car manufacturers’ CEOs and, of course, penguins, to their knees in tears. While the immediate impact might deliver a...

Finding the fun for consumers in “joyless” online retail

CXM visited the Retail Technology Show (#RTS2025) this week, noting a strong focus on the use of AI to help online retailers maximise the efficiency of their workforce in an increasingly challenging financial landscape. Key themes also included a greater...

ServiceNow strengthens AI CRM with Logik.ai acquisition

ServiceNow has announced a definitive agreement to acquire Logik.ai, an AI-driven Configure, Price, Quote (CPQ) solutions provider. This strategic acquisition will enhance ServiceNow’s growing presence in CRM, allowing sales teams to streamline deal processes, increase productivity, and improve overall efficiency.Integrating...

Trustpilot rolls out new features to help brands turn reviews into revenue

Trustpilot is dialing up the power of trust with a fresh batch of features designed to help businesses to collect feedback and use it to fuel growth.Unveiled today, the updates let brands squeeze more value out of every review, placing...

Unlocking the Future of CX: Grant Thornton’s Innovative Use of AI

Since joining Grant Thornton seven years ago, Shaendel Hallett has been on a journey to reposition the value of client feedback, replacing the fear of finding out, with a focus on how the feedback can be used in a positive...

CleverTap and Infobip partner to supercharge customer chats with RCS

CleverTap has teamed up with Infobip to bring Rich Communication Services (RCS) messaging to its omnichannel platform, marking a bold step into more immersive, interactive customer conversations.The move gives brands the power to ditch boring SMS in favour of eye-catching,...

Cyara unveils AI-powered innovations for seamless CX assurance

Cyara has introduced six innovations to enhance and modernise customer interactions across complex digital landscapes. These latest advancements build upon Cyara’s AI Trust capabilities, expanding global testing coverage in over 100 countries and launching the first fully integrated CX Assurance...

This week in CX: the rise of human-centric leadership

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we explored the push for human-centric organisations, the influence of consulting, Gen Z’s growing dislike of credit cards, and why Brits shy away from salary discussions.We’re...

82% of Americans can discern AI content

A new survey reveals that more than 80% of Americans can tell when an article was churned out by artificial intelligence, and many don’t like what they see.Hookline&’s 2025 AI In Content Marketing Report, based on a survey of 1,000...

Has online shopping lost its spark?

The results are in—it has. Once a playground of discovery, it’s now a predictable, mechanical process making consumers are dissatisfied. According to Criteo’s latest report, The Spark of Discovery – Reigniting The Emotion of Ecommerce, a staggering 76% of shoppers...