Category: CXM News

The End of Hold Music? CallMiner’s OmniAgent Takes the Call

CallMiner has introduced OmniAgent, an AI-powered virtual agent designed to automate conversations across voice, chat, and email, offering businesses a new approach to scaling service without sacrificing quality. The launch follows CallMiner’s acquisition of VOCALLS and marks a move toward blending...

Americans Are Finally Fighting Back Against Creepy Cookies

Americans are becoming far more intentional about their online privacy. According to Usercentrics’ State of Digital Trust 2025 report, 38% of U.S. consumers now click “accept all” cookies less often than they did three years ago, a sign that passive...

Americans Hunt Deals, Cut Back, and Switch Brands to Combat Tariffs Effect

August 2025 sees U.S. consumers navigating a retail environment increasingly defined by tariffs, inflation, and heightened price sensitivity. A recent survey by Wunderkind reveals how these economic pressures are changing shopping habits, brand loyalty, and online behaviours across demographics. Over half...

Move Over Word of Mouth, AI Is the New Doctor Referral

Not long ago, choosing a doctor meant asking a friend, checking an insurance directory, or searching Google. Today, 7 in 10 patients say they’d trust AI to help them decide. A new survey from rater8 of more than 1,000 U.S....

Krisp AI Makes Customer Conversations Feel Fluent Worldwide

Krisp has released AI Voice Translation v2.0, the latest version of its translation solution built to transform bilingual conversations between agents and customers. The new platform introduces advanced features such as Synchronous Mode, Auto-scoring, Custom Prompts, and Language Auto-detection, all...

8×8 Bets on AI to Transform CX Into a Growth Engine

8×8 has announced a new wave of AI-powered capabilities across the 8×8 Platform for CX. Designed to help businesses respond instantly, personalise service at scale, and stay compliant without added complexity, these innovations span 8×8 Contact Centre, 8×8 Engage, 8×8...

Americans Keep Using the Same Passwords, Even as Attacks Surge

Despite years of high-profile breaches and phishing scams, almost half of U.S. consumers still admit to reusing the same password across multiple accounts, according to a new survey commissioned by Yubico. The nationwide study, conducted by Talker Research across the ten...

Trust in Creators Hits All-Time High This Holiday Season

The holiday shopping season is being redefined, and it’s all thanks to creators. According to LTK’s 2025 Holiday Shopper Study, creators aren’t just influencing wish lists; they’re shaping when, how, and why people shop. This year marks a turning point,...

Workday Breach Joins Growing Wave of CRM Attacks

HR and finance software company Workday has confirmed a data breach after attackers gained access to a third-party customer relationship management (CRM) system. The company said the hackers obtained business contact details such as names, phone numbers, and email addresses. According...

City Cruises Charts a Smoother Digital Journey with Medallia

City Cruises, part of Hornblower Group, has partnered with Medallia to improve how guests book and experience its dining and sightseeing cruises. The collaboration focuses on reducing friction across digital touchpoints by capturing real-time feedback and analytics from users online. The...