Category: CXM News

UK workers lose hundreds of hours chasing information

A recent study by Lucid Software highlights a huge productivity drain in UK workplaces: over half of employees (53%) spend up to two hours each day just trying to locate essential information. This daily scramble adds up to 520 hours...

Skechers’ $9.4B buyout, aviation’s climate crisis, and the workplace loneliness epidemic

Skechers goes private in $9.4B deal amid tariff turmoilSkechers will be taken private by 3G Capital in a $9.42 billion buyout, the largest in footwear history. The move follows a sharp stock decline and mounting pressure from steep U.S. tariffs...

AI fuels over half of fraud. Banks fight back with AI of their own

Fraud is no longer just a game of trickery, it’s now a tech arms race. The latest report from Feedzai shows the bad guys are winning more often than not, thanks to generative AI.According to Feedzai’s 2025 AI Trends in...

Kore.ai and Microsoft plot AI domination with a new partnership

Kore.ai has signed a strategic partnership with Microsoft, strengthening its integration across Microsoft’s cloud and AI platforms to accelerate enterprise adoption of conversational and generative AI. The collaboration will enable Kore.ai to offer deeper, more seamless deployment of AI agents...

RingCentral unifies voice and CRM with new Salesforce integration

RingCentral has announced the launch of RingCX for Salesforce Service Cloud Voice, now available on Salesforce AppExchange. This powerful integration brings RingCentral’s voice and digital communication capabilities directly into Salesforce, allowing organisations to deliver faster, more intelligent, and personalised customer...

No more “please hold”: Talkdesk brings AI innovation to utility support

Talkdesk has launched Talkdesk Utilities Experience Cloud, a purpose-built platform designed to revolutionise how utility companies engage and support their customers across every channel.This intelligent platform aims to assist utility service providers, combining the power of agentic AI, advanced automation,...

Strike the wallet while it’s hot: retailers are missing their best shot in the post-purchase phase

Retailers are missing out on a golden opportunity to drive repeat sales right when a customer takes the card out of their wallet.New research reveals that 63% of UK businesses lack the tools to re-engage customers between checkout and delivery,...

DoorDash to acquire Deliveroo in £2.9 billion deal

DoorDash has announced a definitive agreement with Deliveroo plc’s board of directors to acquire the entire issued and to-be-issued share capital of Deliveroo in a recommended all-cash transaction.Under the terms of the deal, Deliveroo shareholders will receive 180 pence in...

AI and kiosks are taking over your favourite drive-thrus

A new Emerging Experiences 2025 study by Intouch Insight and QSR Magazine reveals that the biggest names in quick-service restaurants (QSRs) are racing to out-tech each other, using AI voice bots, app-based ordering, and touchscreen kiosks to streamline your fast...

Shell eyes BP, workers eye rights, businesses eye recovery: three fronts in the UK economy

Shell weighs historic BP acquisition as shares slideShell is reportedly exploring the possibility of acquiring rival oil giant BP, according to Bloomberg. The potential takeover—still in early discussions—could mark one of the oil and gas industry’s largest deals, combining two...