Category: CXM News

The influencer economy is running out of trust

Influencer marketing has become one of the most powerful tools in the brand playbook, reshaping everything from product launches to customer loyalty. While the content keeps flowing, a new report suggests something more critical is drying up: trust.A new study...

Ready or not, AI is here! UK businesses are playing catch-up

A new report from Qualtrics reveals a growing disconnect between UK business leaders’ recognition of AI’s transformative potential and their confidence in deploying it effectively. While a resounding 92% of executives agree that AI will reshape their industries, only 16%...

Adidas data breach exposes customer contact info via third-party vendor

Adidas has confirmed a data breach after attackers accessed customer information held by a third-party service provider used for handling support inquiries.The breach, disclosed on May 23, affects individuals who previously contacted the company’s customer helpdesk, though Adidas insists that...

When bots go rogue: the identity crisis of AI agents

SailPoint has unveiled a new report titled “AI agents: The new attack surface”, warning companies of the fast-growing security risks posed by autonomous AI systems. The report reveals that while 82% of organisations already use AI agents, only 44% have...

85% of go-to-market teams say they’re aligned while silently pulling in opposite directions

New survey data from Mural reveals a troubling truth: Go-to-market (GTM) teams are confident in their collaboration, but that confidence may be dangerously misplaced.According to Mural’s 2025 Global Go-to-Market Alignment Gap Index, 85% of sales, marketing, and R&D professionals say...

KFC’s UK boom, mental health overhaul, and Nvidia’s $8B China setback

KFC serves up £1.5 billion investment and 7,000 jobs across UK & IrelandKFC plans to invest £1.5 billion and create over 7,000 jobs in the UK and Ireland by 2030. The expansion includes £500 million for 500 new restaurants and...

Invoca acquires Symbl.ai to integrate agentic AI across the buyer journey

Invoca is taking a big leap into agentic AI with the acquisition of Symbl.ai, a move that could transform how brands orchestrate the customer experience across digital, voice, and messaging channels.The deal brings Symbl.ai’s advanced language models and multi-agent orchestration...

Frustrated customers are ditching insurers over bad digital experience

Digital transformation may be a top priority for insurers, but for 22% of consumers, it’s still not working. According to Insurity’s 2025 Digital Experience Index, 20% of U.S. policyholders deliberately avoided filing an insurance claim because the process was too...

IgniteTech acquires Khoros

IgniteTech has acquired Khoros, a platform for digital-first customer engagement. This strategic acquisition highlights IgniteTech’s full transition into an AI-first company, a transformation it achieved in under 10 months.With this move, IgniteTech aims to infuse its AI technologies throughout the...

Cegeka picks Talkdesk to power next-gen AI-driven customer experience

Talkdesk has announced a new partnership with Cegeka, an international IT services provider. The collaboration will see Cegeka adopt the Talkdesk CX Cloud platform to transform its customer support operations with cloud and AI capabilities.By implementing Talkdesk’s modern CX technology,...