Category: CXM News

Accenture to acquire Yumemi, expanding digital product development in Japan

Accenture has announced plans to acquire Yumemi, a Japan-based digital services company, to expand its ability to quickly design, develop, and launch innovative digital products for clients. The move strengthens Accenture’s position in digital product development by combining Yumemi’s agile...

Salesforce pushes AI agents into pharma

Salesforce is taking aim at the outdated technology still running much of the pharmaceutical industry by launching a full-fledged partner network designed to drag the industry into the AI era, with digital labour leading the charge.Announced today, the Life Sciences...

InvoiceCloud integrates AI to transform billing and payment experience

InvoiceCloud has begun deploying embedded generative and agentic AI capabilities across its digital platform. This strategic move is designed to revolutionise how businesses and their customers engage with billing processes, bringing greater speed, accuracy, and ease to everyday transactions.“This isn’t...

Deepfakes threaten call centre security, claims Reality Defender

The advent of AI has given rise to a tsunami of fake voice and video content, threatening contact centre operations’ security. Contact centre managers might think ‘deepfake’ content won’t happen to them, but it is a real and present danger....

Cost of living fuels theft, Google pays for privacy breaches, and B2B deals falter 

Rising shoplifting among pensioners amid the cost-of-living crisisRetailers report a sharp rise in shoplifting by pensioners, driven by soaring living costs. Kingdom Services Group, monitoring hundreds of UK stores, notes a shift from organised gangs to desperate individuals, including elderly...

Klarna rethinks AI push, rehires humans after automation stumbles

After loudly downsizing its customer support team in the name of AI efficiency, Klarna is backpedalling. The Swedish fintech is once again hiring human agents, admitting that its AI-first strategy delivered cost savings, but at the expense of service quality.CEO...

Optimizely’s AI doesn’t just assist, it executes

Optimizely has unveiled a major evolution of its AI engine, Opal, branding it not as a passive assistant, but as an active operator embedded across its digital experience platform.The upgrade introduces specialised agents, orchestrated workflows, and a new user interface...

NICE and ServiceNow forge AI alliance to eliminate service silos 

At Knowledge 2025, ServiceNow’s flagship event, NICE unveiled a new partnership with ServiceNow to reimagine customer service through complete automation. This collaboration combines NICE’s advanced AI customer service automation with ServiceNow’s AI-powered enterprise workflow platform to create a holistic, integrated...

81% of ecommerce leaders dread tariffs, 91% still expect global growth

A new survey from international ecommerce provider Passport reveals a sharp contradiction at the heart of U.S. ecommerce strategy: leaders are deeply anxious about trade disruptions, yet more committed than ever to expanding abroad.According to the report, “Going Global, Smarter:...

HubSpot expands Breeze Customer Agent across entire platform

HubSpot has revealed a major expansion of its AI strategy by announcing that Breeze Customer Agent, one of its most advanced AI agents, will be available to all Pro and Enterprise customers starting June 2, 2025. This rollout spans every...