Category: CXM News

Consumer confidence shifts as demand for American-made and second-hand goods rises

According to a new Gartner survey, nearly half of U.S. consumers (47%) plan to increase their purchases of American-made products this year, highlighting a trend toward local sourcing and domestic support. The findings suggest a shift in consumer values, driven...

Insurance rebounds, US retailers face scattered spider threat, and hybrid work misses the mark 

Insurance in 2025: a sector rebounding amid rising expectationsDespite economic concerns and high cost-of-living anxiety (84%), public sentiment toward insurers is improving. Positive perceptions have grown, while views of insurers as “inconvenient” have declined. Claims are rising—especially in Germany and...

91% of consumers are fed up with poor digital experiences

In a digital economy where milliseconds can make or break a sale, most companies are failing the test.Conviva’s 2025 State of Digital Experience Report reveals that 91% of global consumers encountered a poor digital experience in the past year, and...

NICE and AWS transform customer service delivery with AI and cloud

NICE has announced a strategic collaboration agreement (SCA) with Amazon Web Services (AWS) to transform customer service delivery through a combination of AI, cloud computing, and automation. As part of this partnership, NICE’s flagship AI-powered customer experience platform, CXone Mpower,...

Everyone’s talking accessibility but who’s actually doing the work?

With just weeks left until the European Accessibility Act (EAA) deadline takes hold, many companies are racing to appear ready. Beneath the surface, most are still flying blind when it comes to delivering truly inclusive digital experiences.That’s the central finding...

Pega Predictable AI Agents transforms risky AI into reliable business workflows

Pegasystems has introduced Pega Predictable AI Agents, a new generation of AI-powered tools designed to give businesses control and transparency when integrating AI into their operations. Unlike many AI systems that rely on unpredictable, prompt-based agents, Pega’s solution prioritises structured,...

Billions are lost in translation due to poor localisation

Localisation can drive hundreds of thousands of dollars in revenue for global companies. Yet, most still don’t know how to do it properly.A new report from Lokalise reveals that 63% of companies say localisation accounts for up to half of...

TaskUs moves to automate CX at scale with new agentic AI partnerships

TaskUs is stepping further into the world of autonomous AI, announcing new partnerships with early-stage platform providers Decagon and Regal to accelerate the use of agentic AI in customer support.The partnerships expand on TaskUs’ recently launched consulting services for agentic...

Forethought debuts first omnichannel agentic AI for CX, raises $25M

Forethought has launched the first-ever multi-agent, omnichannel AI system designed to revolutionise how enterprises engage with customers. This next-generation solution enables businesses to deploy AI agents seamlessly across all communication channels—including chat, email, voice, and SMS—and extend their use beyond...

Workplace woes and warming worlds: Microsoft cuts jobs, women battle health bias, and men drive up emissions

Men emit more carbon than women due to cars and meat consumptionA new study finds that men in France produce 26% more greenhouse gas emissions than women from transport and food, largely due to higher red meat consumption and car...