Category: CXM News

AW Rostamani wins gold for game-changing tech transformation at GCXA 2025

AW Rostamani has taken gold in the Best Use of Technology category at the Gulf Customer Experience Awards 2025. Faced with rising customer expectations and an increasingly competitive market, the car dealership reimagined how it could use technology to drive...

Big businesses are drowning in data and failing to turn it into AI success

Big businesses are throwing everything they’ve got at AI: budgets, teams, tech, and yet many are stuck spinning their wheels. New research from journey management platform TheyDo reveals that while enterprise leaders are more data-reliant than ever, the quality and...

What’s holding Americans back from financial confidence?

Nearly half of Americans (44%) think about their financial readiness daily, but that awareness doesn’t always translate into confidence—36% say they aren’t sure they could handle an unexpected bill. These insights come from TD Bank’s new financial report, which surveyed...

From telecom churn to test reform: personalisation, policy shifts, and precision in modern business 

Personalisation powers Verizon’s growth despite churnVerizon is leveraging personalisation and loyalty to fuel its growth, even as it faces short-term customer churn. CEO Hans Vestberg credits AI-driven tools like MyPlan and the Verizon Access loyalty program with creating more seamless...

Americans trust AI more than sommeliers to pick their booze

There’s a new drink whisperer in town, and it runs on code.A new survey from DRINKS, the AI-driven e-commerce platform disrupting the $285 billion U.S. alcohol market, suggests Americans are more than ready to let artificial intelligence pour their next...

Price tags vs. planet: Shoppers reveal what really matters in the aisle

As Earth Day approaches, a fresh poll from the Marine Stewardship Council (MSC) offers a revealing look at how Americans are navigating the grocery store with one eye on their wallets and the other on the planet.The numbers tell a...

45% still waiting — banks are too slow for modern business

The latest OvationCXM report highlights some alarming trends that banks and credit unions can no longer ignore. As many as 41% of respondents say they experience significant challenges navigating fragmented systems, often needing to work with multiple people or departments...

Not replaced, reimagined — how AI is elevating human agents

Today’s customers want answers—fast, relevant, and human-like. Yet, many organisations remain stuck in outdated support models, leading to frustrated customers, burned-out agents, and plunging satisfaction scores. Info-Tech Research Group has released its latest report to offer a roadmap for how...

Meet Avaya Infinity, built to bond brands and people

Avaya has unveiled the Infinity platform, an AI-infused, workflow-connected system designed to turn clunky customer service into seamless human connection.Gone are the days of siloed channels, scattered data, and disconnected technologies. With Infinity, Avaya aims to rewire the very concept...

Grasshopper levels up: smarter tools for faster responses and better organisation

GoTo has just rolled out updates for its virtual phone system, Grasshopper, designed specifically for small business owners. These new features aim to streamline how businesses communicate, boost efficiency, and improve the overall customer experience, all while helping teams stay...