Archives

Gartner helps fill in the gaps between CX no-code and AI

Pity the poor CX project teams who leapt with delight on the low/no-code train in recent years. They could suddenly create apps and services without waiting or paying for developer experience. Now, all that work is suddenly being threatened or...

The hidden engine of customer service: why back office WFM matters

Contact centre agents are often the first line of defence — handling queries, resolving complaints, and shaping customer perceptions of a brand. They work to deliver a seamless experience, but their success is not solely dependent on their own skills...

Video expectations are sky high — and brands are falling behind

According to a new Idomoo survey, 78% of consumers want to see brands use more video, yet many companies aren’t delivering. More than 40% of people say they never receive video content from the brands they engage with. This growing...

Recruitment dips, flex work stalls, and airports prepare for touchless travel

Air travel set for major overhaul with digital ‘journey pass’Air travel is on the verge of a tech-driven transformation, as the UN’s aviation body, ICAO, plans to replace boarding passes and check-in procedures with a digital “journey pass.” Stored on...

AI is transforming predictive marketing: How can businesses tap in?

It’s no secret that AI is revolutionising the marketing landscape, from automating content creation to enhancing personalisation. With nearly half (48%) of businesses looking to review their tech stack in light of AI, it’s clear that emerging technologies are influencing...

HubSpot’s new AI workspaces slash sales cycles and customer churn

HubSpot has just dropped a new suite of AI-powered “Workspaces” that promise to turn sales and support teams into lean productivity machines with no more swimming in spreadsheets or chasing down scattered context.Officially unveiled as the Sales Workspace, Customer Success...

Customers are tired of searching: smarter digital experiences are the future of CX

Coveo’s latest report highlights that despite advancements in AI and digital self-service tools, the customer journey is still riddled with friction—especially when finding accurate, relevant information.Based on a survey of 4,000 consumers across the U.S. and U.K., the report highlights...

Americans are warming to AI search but a stubborn few still refuse to try it

Americans are warming up to the idea of artificial intelligence being their new personal shopping assistant. It’s already part of their everyday search routine for nearly half the country.According to a new study by adMarketplace, 45% of U.S. adults now...

Castles Technology discusses the future of retail payments and customer experience

After the recent hustle and bustle of the Retail Technology Show, CXM is doing the rounds talking to some of the companies we met at the show in more detail. This week, we sit down remotely with James Lotz, SVP...

Forrester: Volatility is the new normal, embrace the risk

From trade wars and cyberattacks to supply chain chaos and geopolitical instability, the economic curveballs keep coming. Forrester says waiting for calm is a losing strategy.In its new report, How To Thrive Through Volatility, the research firm urges business and...