Category: CXM News

UK Retailers Look to New Markets as US Tariffs Drive Up Costs

With new US tariffs threatening to make transatlantic trade economically unsustainable, UK retailers are actively changing their international growth plans. According to a new study by ESW and Retail Economics, 76% of UK exporters are diversifying their export focus beyond...

Generative AI: The Smartest Travel Companion of Summer 2025

Generative AI has entered the travel chat, and it’s making waves. According to new Qlik research, many vacationers are embracing generative AI as a trusted travel companion. The findings point to a broader shift in how people make decisions, not...

EXL Partners with Genesys to Power Smarter, More Predictive Contact Centres

EXL and Genesys have announced a strategic partnership aimed at revolutionising customer engagement by combining EXL’s deep expertise in data and AI with Genesys’ powerful cloud-based experience orchestration platform. The collaboration will help businesses tap into real-time insights and deliver...

Digital Ad Overload? Southeast Asia Wants Smarter, More Relevant Campaigns

A new regional study from The Trade Desk reveals that 66% of Southeast Asian consumers are ignoring repetitive ads shown on the same channel, signalling a major problem with how brands are managing media strategies. The report argues that siloed,...

Robots in Aisle 4? Shoppers Aren’t Sold on Retail Tech Yet

A new consumer study from SPAR Group reveals a simple but powerful truth about in-store shopping: if products aren’t available, shoppers won’t stick around. According to the 2025 SPAR Consumer Survey, 74% of shoppers cite product availability as their top...

InMoment Sets New Standard for Customer Engagement With Generative AI for Reviews

InMoment, part of Press Ganey Forsta, has unveiled a new AI Auto Responding feature within its Reputation Management platform. This tool aims to help multi-location businesses streamline how they manage online customer reviews, saving time while improving personalisation and brand...

Salesforce and ServiceNow Pour $1.5B into Genesys to Advance AI-Driven CX Orchestration

Genesys has announced a $1.5 billion investment from Salesforce and ServiceNow, marking a significant expansion of its long-standing partnerships with both companies. Each investor is contributing an equal share, backing Genesys’s strategy to bring more autonomy and intelligence to customer...

ChatGPT Surpasses Google in Key Areas as AI Adoption Soars Among U.S. Consumers

A new study by digital marketing expert Joe Youngblood reveals that artificial intelligence is now a core part of everyday life for most Americans, with three in four U.S. consumers having used an AI tool within the past six months. The...

More Than Half of Customers Now Start Support Journeys Outside Company Channels

A new Gartner survey has revealed that 51% of service journeys now begin on third-party platforms such as Google, YouTube, and generative AI tools like ChatGPT, often without customers ever visiting a brand’s official channels. This trend is particularly strong among...

Alvaria and CallMiner Just Made Contact Centres a Lot Smarter

Alvaria has entered into a strategic partnership with CallMiner to elevate customer experience and drive business impact through AI-powered insights and automation. This collaboration integrates Alvaria’s outbound engagement and compliance capabilities with CallMiner’s advanced analytics and conversation intelligence platform. The two...