Category: Customer Experience

This AI knows your voice, your rules, and your industry norms

The future of customer experience won’t come from generic chatbots but from AI that acts and thinks like the businesses it serves.That’s according to Birdeye, a company that unveiled Brand AI and Industry AI, two major additions to its BirdAI...

Reputation CX Interview with Chris Lee, Managing Director, Howards Motor Group

As part of Reputation’s recent Transform 25 event, select partners were on hand at the London gathering to talk about the changing customer landscape and how platforms like Reputation can improve business outcomes. CXM had the pleasure of talking to Chris...

Summer travel gets a reality check in 2025

Despite continued financial pressures, Americans are not giving up on their summer getaways. Instead, they’re redefining what travel looks like in 2025—opting for more trips, shorter stays, and increased use of tools like generative AI to plan and save, according...

78% of shopper moments now have nothing to do with sales

The age of the big bang sales event may be over. According to The New E-Commerce Calendar, a global report released today by Intuit Mailchimp in partnership with behavioural consultancy Canvas8, nearly 80% of the moments shaping consumer behaviour today...

Elevating Customer Experience: The Strategic Role of AI

AI is redefining the way contact centres serve customers. Tasks that once relied on long wait times and manual processes can now be handled in real time through intelligent automation, predictive analytics, and natural language understanding.AI is more than just...

Banks can now lock in recurring payments with Galileo’s new payment switch

Galileo just added a powerful new weapon to its arsenal, and it’s aiming straight at the default payment slot.The SoFi-owned tech platform has launched Galileo Payment Method Switch, a new embedded solution that lets users update their recurring payment info,...

How does your AI stack up? Glia’s new tool reveals the answer

Glia has introduced Cortex AI Benchmarks, a new analytics dashboard designed to give businesses clear, comparative insights into how their AI tools are performing. This tool provides Glia customers with concrete performance data for both customer-facing and agent-assisting AI—along with...

SEO is dying and TikTok is selling: What retail marketers fear most in 2025

Forget everything you knew about the customer journey. According to new data from customer engagement platform SALESmanago, Europe’s retail marketers are bracing for a fundamental reset, where SEO dies, TikTok sells, and private messages rule the buying journey.In a 2025...

From text to touchpoint: how Infobip and Clerk Chat are transforming fan experiences

Infobip has partnered with conversational technology firm Clerk Chat to deliver a next-generation messaging experience for a professional football team based in Los Angeles. The collaboration merges Infobip’s Rich Communication Services (RCS) capabilities with Clerk Chat’s conversational AI technology to...

JFK Airport Terminal 4 interview, exploring the future of passenger CX

The recent news about JFK airport’s Terminal 4 evolution got CXM all curious about the future of air travel and how the JFK customer experience is changing. Fortunately, Maddy Kossakowski, Designit’s executive experience design director, and Belinda Jain, vice president,...