Category: CXM News

25% of Employees Don’t Submit PTO Until the Last Minute

As businesses brace for the annual wave of summer vacations, new data from Paycom reveals a costly habit hiding in plain sight: 25 percent of U.S. employees don’t submit their PTO requests until the day they leave or even later.This...

Observe.AI Brings Voice of the Customer to Every Corner of the Enterprise

Observe.AI has announced a major evolution of its GenAI Insights platform, equipping organisations with enterprise-wide access to the voice of the customer (VoC) like never before. This expansion transforms every customer interaction into actionable intelligence, delivered directly through intuitive AI...

This week in CX: Gen Z, Pharma Innovation & Beauty Retail Warnings

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve explored how Gen Z rethinks workplace communication, why beauty shoppers feel overwhelmed, Pfizer’s new CX metric for pharma reps, and the pitfalls of poor personalisation.We’re...

Krisp Launches First Real-Time AI Accent Conversion for Latin America

Krisp, best known for silencing background noise on Zoom calls, has just launched a real-time AI Accent Conversion tool designed specifically for Latin America, marking the first time voice tech of this kind is being deployed at scale in the...

The AI Engagement Paradox: Why Customers Still Crave the Human Touch

According to new research from SAP Emarsys, there is a widening gap between how consumer brands are leveraging AI and what customers actually desire from those interactions.“The best personalisation should feel invisible. People love it when a brand just gets...

Mastercard and PayPal Unite to Simplify and Personalise Payments with “One Credential”

Mastercard and PayPal have announced a new collaboration to deliver greater flexibility, personalisation, and simplicity at checkout. The two payment giants are joining forces to expand access to Mastercard’s recently introduced One Credential, a digital innovation that enables shoppers to...

Tariffs Cast a Shadow Over Holiday Cheer, Survey Shows

As the holiday season approaches, a new survey by the American Christmas Tree Association (ACTA) and conducted by Ipsos, reveals a growing sense of financial anxiety among American consumers. The results highlight that concerns over U.S. tariffs on imported goods...

Fashion Meets AI: Oh Polly Supercharges Search and Sales with Algolia 

Oh Polly has partnered with Algolia to create a faster, smarter, and more impactful shopping experience that’s now fueling 20% of the brand’s total revenue.As Oh Polly continues its rapid ascent in the online fashion space, the brand faced a...

Longchamp Ditches Paper Receipts and Unlocks Remarkable Customer Engagement

Affordable luxury brand Longchamp has quietly redefined a long-overlooked part of the in-store experience. By replacing traditional paper and PDF receipts with dynamic, personalised digital alternatives from Yocuda, the brand has turned a functional necessity into a high-performing engagement tool.In...

What Happens When Personalisation Misses the Mark?

While personalised marketing has long been championed as a way to boost engagement and conversions, new research from Gartner suggests it’s not always a win for customers or brands. According to a recent survey, over half of the respondents (53%)...