Category: CXM News

AI fuels CPaaS expansion, supermarkets battle for price leadership and AI nudification apps face scrutiny

Supermarkets ramp up price wars with record promotional spendingUK supermarkets are spending hundreds of millions on special offers as competition intensifies amid the cost of living crisis. Nearly 30% of sales were on promotions in April, with Tesco and Sainsbury’s...

Five9 and Salesforce tighten ties with new AI bundle for contact centres

Five9 has launched a new product and services bundle designed to streamline how businesses use its contact centre technology with Salesforce’s customer service tools, marking a deeper phase in the companies’ long-running partnershipUnveiled this week, Five9 Fusion for Salesforce combines...

3CLogic’s Voice AI Hub delivers real results, not just conversations

3CLogic has announced the release of its new Voice AI Hub—an advanced, secure voice AI platform built for large-scale enterprise use. Designed to modernise customer and employee interactions, the solution leverages voice technology and AI to create intelligent, natural conversations...

Invoca ties digital ads to contact centres with PreSense launch on Genesys AppFoundry

Invoca has released its PreSense solution on the Genesys AppFoundry, giving Genesys Cloud users a new way to connect online marketing efforts with contact centre operations.PreSense helps companies route incoming calls based on a user’s digital behaviour, such as which...

Voice, chat, and action: why agentic AI is winning in CX

According to Forethought’s 2025 AI in Customer Experience Benchmark Report, companies utilising agentic AI are seeing significant advantages over those using traditional or simpler AI solutions. Agentic AI is proving to be more effective and cost-efficient in handling customer service...

Stop annoying your customers! The new rules of digital marketing

The battle for consumer attention in the digital age is fierce, and brands risk alienating audiences if their messaging is irrelevant and overwhelming. “The number one mistake is that people think that everything they have to say is important,” Rony...

8×8 adds AI Summaries, Tap-to-Pay, and Smarter Messaging in major platform update

8×8 is rolling out a series of practical upgrades across its customer experience platform, aiming to make conversations easier to manage, payments quicker to complete, and support teams better equipped to do their jobs.At the centre of the update is...

Public sector workers may gain, others fear AI cuts, as Meta confronts abuse allegations in Africa

Teachers and nurses could receive up to a 4% pay rise in 2025-26Public sector workers, including teachers and nurses may see pay rises of up to 4% next year, exceeding the UK government’s initial 2.8% budget forecast. Reports suggest the...

Over half of Gen Z and millennials bought something on social media in the past three months

The rise of social commerce shows no signs of slowing down, with EMARKETER projecting nearly doubled online shopper spend by 2027. This boom is mainly driven by a younger population – Gen Z and Millennials, who admit to buying at least one...

Frontline jobs see wage increases in Q1 2025, but labour shortages continue across key industries

Frontline workers experienced notable wage growth in the first quarter of 2025, yet many industries are still struggling to fill open roles. A new report from Resume Now and Talroo, based on labour market data from January through March, shows...