Category: Customer Experience

Finding the fun for consumers in “joyless” online retail

CXM visited the Retail Technology Show (#RTS2025) this week, noting a strong focus on the use of AI to help online retailers maximise the efficiency of their workforce in an increasingly challenging financial landscape. Key themes also included a greater...

Unlocking the Future of CX: Grant Thornton’s Innovative Use of AI

Since joining Grant Thornton seven years ago, Shaendel Hallett has been on a journey to reposition the value of client feedback, replacing the fear of finding out, with a focus on how the feedback can be used in a positive...

CleverTap and Infobip partner to supercharge customer chats with RCS

CleverTap has teamed up with Infobip to bring Rich Communication Services (RCS) messaging to its omnichannel platform, marking a bold step into more immersive, interactive customer conversations.The move gives brands the power to ditch boring SMS in favour of eye-catching,...

Cyara unveils AI-powered innovations for seamless CX assurance

Cyara has introduced six innovations to enhance and modernise customer interactions across complex digital landscapes. These latest advancements build upon Cyara’s AI Trust capabilities, expanding global testing coverage in over 100 countries and launching the first fully integrated CX Assurance...

82% of Americans can discern AI content

A new survey reveals that more than 80% of Americans can tell when an article was churned out by artificial intelligence, and many don’t like what they see.Hookline&’s 2025 AI In Content Marketing Report, based on a survey of 1,000...

From reactive to predictive: NICE Actimize’s new AI-driven financial crime solution

NICE Actimize, a subsidiary of NICE, has launched its next-generation X-Sight ActOne platform to revolutionise fraud and financial crime prevention. Building on X-Sight’s robust and open architecture, the latest iteration integrates Agentic AI capabilities, bringing unparalleled efficiency to financial crime...

Consumer confidence drops sharply: what’s driving the decline?

The Conference Board Consumer Confidence Index fell sharply in March, dropping 7.2 points to 92.9—its lowest level in months. This decline was primarily driven by weakening expectations for future economic conditions. The Expectations Index, which reflects consumers’ short-term outlook for...

HBX Group leverages AI to turbocharge customer experience

It was a nine-year journey to get HBX Group to its IPO in February of this year. The €725 million raised from the public offering is expected to go towards paying down debt and accelerating the next phase of growth...

Brand loyalty is on thin ice. Two strikes and you’re out, says new report

Consumers are running out of patience, brands are on notice—mess up twice, and 70% of your customers will walk away. That’s the stark warning from Emplifi’s latest report, The Social Pulse: State of Consumer-Brand Engagement on Social Media in 2025....

TrampolineAI promises to end healthcare contact centre headaches

Healthcare contact centres are infamous for long wait times, repeated explanations, and frustrated members stuck in an endless loop of transfers. But TrampolineAI, a new AI-powered contact centre platform, claims it can finally cut through the chaos with real-time intelligence...