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AI Adoption Is Rising, But the Consumer Trust Gap Widens

A new joint report from HubSpot and SurveyMonkey reveals a widening disconnect between how quickly businesses are adopting artificial intelligence (AI) and how cautiously consumers are embracing it. The findings highlight four tensions shaping today’s AI landscape: rapid business integration...

Cresta Brings AI Agent Assist and Conversation Intelligence to Email Support

Cresta has expanded its Agent Assist and Conversation Intelligence solutions to the email channel, bringing the same breakthrough capabilities it pioneered for voice and chat to one of the most widely used customer support formats. This move allows companies to...

CXM Talks to Michelle Ansell About Leadership Recruitment in the CX, DEI and AI Era

Michelle Ansell has hired more leaders than CXM has had corporate-branded pens and notebooks, making her the ideal person to ask about the changing recruitment landscape at the highest tiers of business and recruiting for the top jobs. We had...

What Are CX Leaders Really Measuring?

In the Gulf, CX leaders are measuring success differently. They rely less on proving immediate ROI and more on refining customer loyalty scores, streamlining journeys, and building new feedback engines. While Western markets are under pressure to justify every CX investment...

The AI Backlash Starts, as ChatGPT Rolls Back on Scrapping Previous Model

The endless flood of promises promoting AI as a tool to solve all your business problems continue across technology news sites and vendor marketing material. But, in the rapidly-fading afterglow of ChatGPT 5’s launch, the wheels seem be coming off...

AI Can Answer Faster. But Can It Care?

Artificial intelligence is making customer service faster, cheaper, and more efficient, at least from the company’s perspective. However, according to Verizon’s latest CX Annual Insights report, speed isn’t the same as satisfaction. The study reveals a clear gap between the...

Tariff-Proof Your Business

Faced with an unpredictable economic environment led by frequently changing US policies, executives must navigate a landscape riddled with volatility. Tariffs, rising supply costs, and squeezed margins threaten growth. Shareholders, employees and customers demand clarity on how leadership will weather...

Gen Z Puts Their Money Where Their Trust Is

Gen Z is redefining the role of trust in the digital marketplace, and they’re doing it faster than any other generation. According to Queue-it’s The Age of Online Trust Report, which surveyed more than 1,000 consumers worldwide, trust isn’t just...

The New Holiday Shopping Calendar: Starts in Summer, Powered by AI

Holiday shopping is stretching far beyond the Black Friday Cyber Monday (BFCM) weekend, and artificial intelligence is now playing a starring role in how consumers browse, compare, and buy. According to Klaviyo’s survey, over half (54%) plan to use AI...

The Rise of Intent-based UI: How AI is Creating Proactive Digital Experiences

My favourite online bookstore disappointed me for the second time this month by sending me my order in poor packaging that almost damaged the books inside. I asked ChatGPT for a strong letter of complaint that I could send. The...