Category: CXM News

Most Shoppers Browse Online But Still Buy In-Store

Despite the steady growth of e-commerce, physical stores are far from dead, and closing them en masse may be a costly mistake, according to new insights from the EY Future Consumer Index. The research urges retailers to rethink their store...

Capgemini Bets $3.3 Billion on AI-Driven Future with WNS Acquisition

Capgemini has announced a $3.3 billion all-cash agreement to acquire India-based technology outsourcing firm WNS, in a move aimed at strengthening its artificial intelligence (AI) service offerings. The French IT consulting giant says the deal will enhance its ability to...

Only 1 in 10 Companies Excel at AI-Driven Customer Conversations, Study Finds

A new study by Harvard Business Review Analytic Services, commissioned by Infobip, reveals a gap between ambition and reality when it comes to customer experience. While 93% of business leaders acknowledge the importance of delivering meaningful, human-like conversational interactions, only...

Amazon Deploys Millionth Robot and New AI Model to Speed Up Deliveries

Amazon has reached a major milestone in its robotics journey: the deployment of its one millionth robot. The landmark unit was delivered to a fulfilment centre in Japan, part of a global network now spanning over 300 facilities. But the...

Microsoft to Slash 9,000 More Jobs as AI Reshapes Tech Industry 

Microsoft is preparing to eliminate an additional 9,000 jobs globally as part of a broader effort to modernise operations and scale its AI capabilities. This latest round of redundancies follows an initial layoff of roughly 6,000 employees earlier this year,...

Gen Z Graduates, But the Job Market Skips Class

According to an iCIMS report, this summer’s graduating class is hitting the job market hard, 22% harder, in fact, than last year. Yet despite the flood of new applications, actual job openings aren’t growing in step. New graduates from the...

Verizon Assigns Dedicated Experts Until Problems Are Fixed

Verizon has rolled out what it’s calling its most significant customer experience (CX) transformation to date, introducing AI-powered support, 24/7 live assistance, and a revamped app, all aimed at making service faster, simpler, and more personal for millions of customers...

Walmart Launches AI to Help 1.5 Million Workers Communicate in 44 Languages

Walmart is introducing several AI-powered tools for its 1.5 million U.S. associates, aimed at reducing time spent on routine tasks and improving workplace communication. The tools are available through the Walmart associate app.A central feature is an AI-based task management...

This Week in CX: How to Lose a Customer in 10 Seconds

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored everything from the hidden cost of poor accessibility and how conflict avoidance is quietly killing team dynamics, to Sephora’s retail glow-up with Lyft.We’re also...

Deutsche Telekom Speeds Up Security Updates with IBM’s AI Tool

German telecommunications provider Deutsche Telekom is making software updates much faster and safer by using IBM’s AI-powered solution, IBM Concert. The telecom giant turned to this new tool to tackle one of IT’s biggest headaches and that is keeping systems...