Category: CXM News

Gen Z Puts Their Money Where Their Trust Is

Gen Z is redefining the role of trust in the digital marketplace, and they’re doing it faster than any other generation. According to Queue-it’s The Age of Online Trust Report, which surveyed more than 1,000 consumers worldwide, trust isn’t just...

The New Holiday Shopping Calendar: Starts in Summer, Powered by AI

Holiday shopping is stretching far beyond the Black Friday Cyber Monday (BFCM) weekend, and artificial intelligence is now playing a starring role in how consumers browse, compare, and buy. According to Klaviyo’s survey, over half (54%) plan to use AI...

8×8 Launches Social Connect to Turn Online Comments into Instant Sales

8×8 has rolled out 8×8 Social Connect, a tool built to convert social engagement into transactions while keeping brand reputation intact. Instead of treating social posts as marketing collateral alone, Social Connect monitors platforms in real time, spotting comments that signal...

NiCE and Salesforce Bring Real-Time AI Orchestration to Customer Service

NICE and Salesforce have expanded their partnership to deliver seamless, AI-powered customer experiences through deeper integration between NICE CXone Mpower and Salesforce Service Cloud. Building on their 2022 launch of Bring Your Own Telephony with Salesforce Service Cloud Voice, the two...

84% of Consumers Would Leave Banks Connected to Financial Crime

Most U.S. banking customers won’t give second chances to institutions linked with illicit activity. The 2025 U.S. Banking & Fintech Trust Report from ThetaRay reveals that 84% would switch providers if their bank were tied to financial crime, and 87%...

Intermedia Adds Microsoft 365 Email to Intelligent Archiving

Intermedia Cloud Communications has unveiled an upgrade to its Intelligent Archiving platform, the addition of Microsoft 365 (M365) email. This move allows businesses to store and manage their emails right alongside voice calls, chat, SMS, and video communications, including data...

Gen Z and Millennials Plan to Spend Big on Travel This Summer

According to the 2025 Summer Savings Survey by CIT Bank and Harris Poll, 33% of Americans say they’re actively saving for a vacation this year, beating out other major financial goals like emergency funds (30%), new cars (26%), and home...

Kustomer Lands $30M Series B to Scale AI Agents for Smarter Customer Support

Kustomer has secured a $30 million Series B funding round led by Norwest, with continued investment from Battery Ventures, Redpoint Ventures, and Boldstart Ventures. This fresh capital will fuel the company’s ambitious AI product roadmap, accelerate platform innovation, and support...

Most Companies Aren’t Ready to Govern the AI They’re Deploying

As agentic AI rapidly moves into the customer experience mainstream, most businesses are pressing ahead without the safeguards needed to manage it responsibly. According to a new global study released by Genesys, there is a widening gap between AI adoption...

Capacity Lands $92M, Acquires Two Firms to Power Smarter, Voice-First Contact Centers

AI support automation company Capacity has secured over $92 million in new investments and acquired two companies—Call Criteria and Verbio Technologies—as it pushes deeper into the contact centre technology market. The funding includes $50 million in debt financing from Chicago Atlantic...