Category: CXM News

Americans trust AI more than sommeliers to pick their booze

There’s a new drink whisperer in town, and it runs on code.A new survey from DRINKS, the AI-driven e-commerce platform disrupting the $285 billion U.S. alcohol market, suggests Americans are more than ready to let artificial intelligence pour their next...

Price tags vs. planet: Shoppers reveal what really matters in the aisle

As Earth Day approaches, a fresh poll from the Marine Stewardship Council (MSC) offers a revealing look at how Americans are navigating the grocery store with one eye on their wallets and the other on the planet.The numbers tell a...

45% still waiting — banks are too slow for modern business

The latest OvationCXM report highlights some alarming trends that banks and credit unions can no longer ignore. As many as 41% of respondents say they experience significant challenges navigating fragmented systems, often needing to work with multiple people or departments...

Not replaced, reimagined — how AI is elevating human agents

Today’s customers want answers—fast, relevant, and human-like. Yet, many organisations remain stuck in outdated support models, leading to frustrated customers, burned-out agents, and plunging satisfaction scores. Info-Tech Research Group has released its latest report to offer a roadmap for how...

Meet Avaya Infinity, built to bond brands and people

Avaya has unveiled the Infinity platform, an AI-infused, workflow-connected system designed to turn clunky customer service into seamless human connection.Gone are the days of siloed channels, scattered data, and disconnected technologies. With Infinity, Avaya aims to rewire the very concept...

Grasshopper levels up: smarter tools for faster responses and better organisation

GoTo has just rolled out updates for its virtual phone system, Grasshopper, designed specifically for small business owners. These new features aim to streamline how businesses communicate, boost efficiency, and improve the overall customer experience, all while helping teams stay...

Shifting tides in retail: millennials want in-store, AI fights theft, tariffs hit fast fashion

Millennials prioritise the in-store experience in apparel shoppingA ChangeUp report reveals 70% of millennials choose apparel retailers based on in-store experience, valuing alignment with their values more than any other demographic. Gen Z, despite being digital natives, is equally likely...

How retailers are missing the mark on vague product descriptions

Thirty years into the e-commerce boom, and shoppers are still rage-quitting their carts. It’s not a lack of choice, it’s a lack of understandable product content.According to LilyAI’s new 2025 Online Shopping Consumer Research and Insights Report, 80% of U.S....

Hotel loyalty programmes are booming, even if guests are staying less

They’ve come for the free Wi-Fi. They’ve stayed (briefly) for the perks. Hotel loyalty programmes are ballooning in size and still proving their worth even as the average member becomes more of a casual couch-surfer than a seasoned suitcase warrior.According...

FICO lets Lloyds Bank approve more credit cards and loans in major overhaul

Lloyds Banking Group is saying “yes” more often and more confidently thanks to a tech upgrade powered by the FICO platform.The UK high street giant has transformed its entire lending infrastructure, pushing more than £7 billion in loans annually through...