Category: CXM News

Graia Debuts as First Agentic CX Platform Built for Empathy at Scale

A new AI platform is entering the customer experience arena with a claim that cuts through the noise: artificial intelligence that empathises.Graia, launched by Bulb Technologies, Geomant, and Buzzeasy, three established players in the BOSQAR INVEST group, aims to reset...

Overwhelmed Shoppers Are a CX Red Flag for Beauty Retail

The glam is wearing off for the in-store beauty retail customer experience. A new survey from experience agency ChangeUp reveals that nearly 70% of beauty shoppers feel overwhelmed when browsing brick-and-mortar beauty stores, and that friction is pushing many to...

AI Gets Smarter, But Customers Want More Than Intelligence

According to Twilio’s latest survey, artificial intelligence is transforming customer experiences, but it’s trust and relevance that ultimately drive long-term value. Drawing from over 7,600 consumers and more than 600 business leaders across 18 global markets, the report shows both...

Social Is the New Search: Gen Z Is Redefining Discovery Online

A major generational shift is underway, reshaping how people find information, make decisions, and interact with brands. According to Sprout Social’s latest report, Gen Z is no longer just using social media for entertainment—they’re turning to it first for answers,...

Pega Debuts Agentic AI Suite to Fast-Track Intelligent, Integrated Applications

At its annual PegaWorld event, Pegasystems unveiled a groundbreaking upgrade to its Pega Infinity App Studio. The latest update brings advanced agentic AI capabilities that guide developers intelligently throughout the entire application development lifecycle, allowing organisations to innovate faster and...

CallMiner Acquires VOCALLS to Add Native Voice and Text AI Agents

CallMiner has acquired VOCALLS, a voice-first conversational AI and automation platform to integrate native AI virtual agents for voice, chat, email, and social messaging into CallMiner’s platform, tightening the link between conversation analytics and automated service delivery.The acquisition reflects a...

Gartner: Most Customer Service Agents Fail to Promote Self-Service Tools

Despite the rising importance of self-service in enhancing customer experience and lowering operational costs, a new Gartner survey reveals that most customer service agents are failing to actively promote these options. According to the survey, 60% of agents do not...

NEXT Taps Infobip to Block 175K Fake Messages a Month

Retail giant NEXT has teamed up with global cloud communications provider Infobip in a move to tighten the screws on SMS fraud and supercharge its customer messaging. The partnership merges AI-fuelled fraud detection with next-gen messaging tech, arming NEXT with...

What’s Driving Young Customers to Fintechs?

Is the future of banking still in brick and mortar, or is it being rewritten by Gen Z’s thumbs?A new report from Corporate Insight, a financial services research firm, reveals generational divides in what customers want from their banks, and...

AI Interviews, Human Insights: Discuss Launches “Discuss Now” for Market Research

In a world where global tariffs, shifting regulations, and rapidly evolving consumer preferences are forcing brands to rethink everything from packaging to messaging, speed and precision in decision-making are no longer optional—they’re essential. To meet this challenge, Discuss has launched...