Category: Customer Experience

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...

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...

Odigo refreshes its partner programme to expand reach in the UK

Odigo is revamping its Partner Programme to put advanced contact centre technology within reach of more organisations, especially those stuck between no-frills solutions and the high cost of bespoke platforms.The European-born Contact Centre as a Service (CCaaS) provider is sharpening...

Customers crave real human help as brands fall short on experience expectations

A recent InMoment reveals a troubling gap between customer expectations and brand performance, highlighting that many businesses are still missing the mark despite heavy investment in automation and AI. As many as 81% of respondents say they still need to...

Nokia improves bandwidth for better big-event CX

Do you still get that sinking feeling at big events when your latest 5G phone’s bandwidth slowly evaporates as the stadium or field fills up with everyone checking in and snapping group selfies? And then the payments won’t go...

Amazon CEO’s push for “remarkable customer experiences”

In his annual letter to Amazon investors, the company’s CEO, Andy Jassy, notes several key innovations for customer experience on the back of $638 billion in revenue, up 11% on the previous year.“Apart from the financial results, we made...

AI won’t save your CX processes. It’s time for a more thoughtful approach to customer experience

There can be no mistake: artificial intelligence has taken the world by storm. We are currently witnessing the proliferation of a technology capable of transforming every industry. But transformational changes like this are a year’s long process. And too many...

Global study warns: Generic marketing turns buyers off

“If you don’t know me, don’t message me.”That’s what most people think when it comes to unrelatable brand communication.According to Attentive’s 2025 Consumer Trends Report, 81% of consumers now ignore irrelevant marketing and a quarter say bad messaging makes them...