Category: CXM News

Verizon Assigns Dedicated Experts Until Problems Are Fixed

Verizon has rolled out what it’s calling its most significant customer experience (CX) transformation to date, introducing AI-powered support, 24/7 live assistance, and a revamped app, all aimed at making service faster, simpler, and more personal for millions of customers...

Walmart Launches AI to Help 1.5 Million Workers Communicate in 44 Languages

Walmart is introducing several AI-powered tools for its 1.5 million U.S. associates, aimed at reducing time spent on routine tasks and improving workplace communication. The tools are available through the Walmart associate app.A central feature is an AI-based task management...

This Week in CX: How to Lose a Customer in 10 Seconds

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored everything from the hidden cost of poor accessibility and how conflict avoidance is quietly killing team dynamics, to Sephora’s retail glow-up with Lyft.We’re also...

Deutsche Telekom Speeds Up Security Updates with IBM’s AI Tool

German telecommunications provider Deutsche Telekom is making software updates much faster and safer by using IBM’s AI-powered solution, IBM Concert. The telecom giant turned to this new tool to tackle one of IT’s biggest headaches and that is keeping systems...

Brands Turn to Sitecore AI Hub to Simplify Customer Engagement

Sitecore has launched Sitecore.ai, a new digital platform where marketers can explore the role of AI in content, data, and customer engagement. The site offers editorial content, interactive features, and demonstrations of technologies like real-time personalisation and conversational discovery.Sitecore.ai showcases...

Consumers Switch Between Channels to Trick Brands Into Bigger Discounts

Consumers will go to great lengths to snag a better deal, and new research shows shoppers aren’t afraid to play brands against themselves to get it. A fresh study from Klaviyo exposes a cunning new trend in consumer behaviour: more...

UK Consumers Worry AI Turns Their Personal Data Into a Commodity

“If something is free, then you are the product.” The saying, dating back to the 1970s, has never felt more true to British consumers, who increasingly fear their personal data is being mined and sold to feed AI systems. A...

Tech Is on the Menu, But Most Restaurants Can’t Cook with It Yet

Restaurants are racing to pour cash into artificial intelligence, yet most are fumbling when it comes to putting those dollars to work.A new Deloitte report shows 82% of restaurant executives plan to ramp up AI investments in the next fiscal...

Perception Is Profit: Forrester’s Total Experience Score Reveals All

New research from Forrester reveals that when companies align their brand promise with actual customer experience, they can unlock up to 3.5x more revenue growth. Yet, many brands are missing this opportunity. Forrester’s 2025 Global Total Experience Score Rankings show...

8×8 Targets Rising Digital Fraud with Fast-Deploy OTP Solution

As global cyberattacks spike by 44% year-over-year, the security conversation has shifted from the IT backroom to the frontline of customer experience. Nowhere is this more critical than in industries like healthcare and education, which have seen cyberattack rates skyrocket...