Category: Customer Experience

8×8 introduces RCS support to elevate customer engagement and omnichannel messaging

8×8 has announced the integration of Rich Communication Services (RCS) into its 8×8 Contact Center. This addition allows businesses to engage customers through highly interactive, two-way messaging, enhancing personalisation and trust in digital communication.8×8 is also launching RCS Business Messaging...

Financial woes are making Americans stressed, broke, and sick

Financial stress isn’t just draining wallets; it’s taking a serious toll on Americans’ health. A new Health is Wealth Report from MoneyLion and Mastercard exposes the hidden physical and mental costs of money worries, with two-thirds of U.S. adults reporting...

Australian state of CX report highlights c-suite’s need for hard data

The Australian market is full of its own quirks and trends. A new CGSI report, the 2025 State of the Customer Experience, highlights what’s going on down under as businesses try to prove the power of CX. The report...

TELUS Digital partners with Zendesk to deliver CRM and CCaaS integration services

TELUS Digital Experience has announced a collaboration with Zendesk to offer joint clients superior CRM and CCaaS solutions.The integration promises intelligent support powered by human expertise and advanced AI, delivering faster resolutions and personalised experiences. TELUS Digital is also unlocking...

AI meets digital intelligence: Fullstory’s new suite transforms customer and employee experiences

Fullstory has introduced AI-driven solutions to help businesses extract valuable insights from digital interactions. Companies face growing challenges in understanding user behaviour across increasingly complex digital landscapes. Fullstory’s latest innovations provide the tools to eliminate friction, enhance decision-making, and drive...

Forrester says AI agents and influencers are running B2B buying and companies need to catch up

Forrester is calling time on old-school B2B sales strategies. According to new research unveiled at B2B Summit North America, buyers have moved on, but most B2B organisations haven’t. Today’s decision-makers are younger, rely on AI agents for research, and trust...

Gen Z ditches credit cards as “ick factor” grows

The days of young consumers swiping their credit cards without a second thought may be numbered. A new report from Cash App Afterpay, conducted by Morning Consult, reveals that nearly two-thirds (63%) of Gen Z are turning away from credit...

Ratings and reviews drive purchases among Gen Z

Retailers looking to drive customer success and build a positive customer experience had better keep an eye on their reviews. According to new research from brand presence platform Yext, 98% of Gen Z check ratings before making a purchase.Reviews have...

Further adventures in consulting: The power to influence the world

One of CXM’s recent hit features highlighted the skills and efforts of a CX consultant. Read “The pros and cons of the CX consulting life, from experts” to catch up if you’re considering stepping into a similar role. This month,...

The 3G switch off: When customer experience really matters

After several aborted efforts, UK telcos are switching off their legacy 3G mobile networks, with O2, the last of the major firms starting now. The mobile system, dating back to the early 2000s has finally run out of use, and...