Category: CXM News

(Almost) Nothing Beats an In-Store Experience

Online shopping may be convenient, but for most consumers, it still can’t replace the feeling of walking into a store. According to Chatmeter’s 2025 In-Store Specialty Retail Report, 91% of shoppers say digital channels don’t compare to the in-store experience,...

Holiday Shoppers Don’t Trust the Hype

Nearly 7 in 10 shoppers (69%) confessed they’ve sent back items bought during major sales events, according to Akeneo’s latest PX Pulse survey on holiday shopping behaviour.  According to the shoppers, poor product quality, confusing or missing details, and misleading images...

This Week in CX: Where AI, Gen Z, and Trust Collide

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored agentic AI in CX, Gen Z putting life on hold for financial security, smarter employee listening strategies, and how AI-powered verification is boosting trust...

Easy Cancellations Could be the New Loyalty Strategy in Subscriptions

When was the last time you cancelled a subscription — and then came back later? The option to pause or leave without hassle is exactly what convinces many consumers to stay loyal in the first place. According to Chargebee’s 2025 Global...

Balancing Dreams and Dollars in Today’s Economy

A recent U.S. Bank survey reveals that many Americans are taking responsible steps with their finances—budgeting, investing, cutting back on extras, and even creating financial plans. Yet, despite these smart habits, most feel as though their progress is slipping further...

91% of Gen Z Put Life on Hold Until They Earn Enough

Buying a first home, starting a family, or committing to other major milestones once marked the natural progression of early adulthood. Yet for Gen Z, those decisions increasingly come with a price tag attached. New findings from SurveyMonkey’s 2025 Workplace...

AWS and SAP Team Up to Bring Sovereign Cloud Capabilities to Europe

Amazon Web Services (AWS) and SAP have expanded their collaboration to deliver SAP Sovereign Cloud capabilities on the new AWS European Sovereign Cloud. Backed by a planned €7.8 billion investment, this initiative aims to give European organisations, particularly in the...

UserTesting Rolls Out AI-Powered Verification to Bolster Trust in Customer Insights

UserTesting has introduced a new AI-driven fraud prevention capability, UserTesting Verified, aimed at helping enterprises ensure their customer research is based on genuine human feedback. The system blends machine learning with geolocation technology to improve data reliability, reduce fraudulent participation,...

AI Blind Spots: 85% of Enterprises Fear They Have Just 18 Months to Catch Up

Enterprises are racing headfirst into artificial intelligence. By the end of 2025, AI investments are expected to hit $644 billion, yet the business case for these massive bets remains shaky. According to the Larridin 2025 State of Enterprise AI Report,...

Zoomtopia 2025: AI Companion 3.0, Bringing Agentic AI to Work and Customer Experience

Zoom announced the arrival of AI Companion 3.0, the latest iteration of its intelligent assistant designed to weave agentic AI across every corner of its platform, at its flagship event, Zoomtopia 2025. More than just an assistant, AI Companion 3.0 is...