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This Week in CX: Trends, Trust, and Tech You Need to Know

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how retail is fixing mobile customer service, Gen Z and Millennials’ big summer travel plans, the impact of trust on banking choices, and the...

Privacy Is the New Loyalty Programme

As artificial intelligence becomes a bigger part of everyday life, the public’s relationship with data is shifting from passive acceptance to active scrutiny. In 2025, trust is no longer a compliance box to tick. A new survey of 10,000 frequent internet...

Consumers Want Instant Payments, Not Instant AI

Urgent and same-day bill payments are becoming a habit for a growing share of consumers. The 2025 ACI Speedpay Pulse Report shows that 30% of people made an urgent or same-day payment in the past year, with Gen Z and...

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...