Category: CXM News

Everyone’s talking accessibility but who’s actually doing the work?

With just weeks left until the European Accessibility Act (EAA) deadline takes hold, many companies are racing to appear ready. Beneath the surface, most are still flying blind when it comes to delivering truly inclusive digital experiences.That’s the central finding...

Pega Predictable AI Agents transforms risky AI into reliable business workflows

Pegasystems has introduced Pega Predictable AI Agents, a new generation of AI-powered tools designed to give businesses control and transparency when integrating AI into their operations. Unlike many AI systems that rely on unpredictable, prompt-based agents, Pega’s solution prioritises structured,...

Billions are lost in translation due to poor localisation

Localisation can drive hundreds of thousands of dollars in revenue for global companies. Yet, most still don’t know how to do it properly.A new report from Lokalise reveals that 63% of companies say localisation accounts for up to half of...

TaskUs moves to automate CX at scale with new agentic AI partnerships

TaskUs is stepping further into the world of autonomous AI, announcing new partnerships with early-stage platform providers Decagon and Regal to accelerate the use of agentic AI in customer support.The partnerships expand on TaskUs’ recently launched consulting services for agentic...

Forethought debuts first omnichannel agentic AI for CX, raises $25M

Forethought has launched the first-ever multi-agent, omnichannel AI system designed to revolutionise how enterprises engage with customers. This next-generation solution enables businesses to deploy AI agents seamlessly across all communication channels—including chat, email, voice, and SMS—and extend their use beyond...

Workplace woes and warming worlds: Microsoft cuts jobs, women battle health bias, and men drive up emissions

Men emit more carbon than women due to cars and meat consumptionA new study finds that men in France produce 26% more greenhouse gas emissions than women from transport and food, largely due to higher red meat consumption and car...

Gen Z and Millennials threaten to walk if businesses don’t offer in-app payments

A new survey suggests the checkout counter may soon be extinct, at least for anyone under 40. According to payments infrastructure provider NMI, 64% of Gen Z and Millennials say that if a business doesn’t offer in-app payments, they’ll take...

Contentsquare’s new AI knows why your users are dropping off — and what to do about It 

Contentsquare has introduced Sense, a suite of AI-driven features that fast-tracks how businesses understand and act on digital customer behaviour. Integrated directly into the Contentsquare platform, Sense aims to remove the bottlenecks in traditional analytics by automating complex analysis, simplifying...

UK retailers embrace WhatsApp and chatbots to improve customer service

British retailers are stepping up their customer service game, with messaging apps like WhatsApp and the growing use of chatbots reshaping how leading brands connect with shoppers. According to new research by CM.com, retailers that integrate WhatsApp into their customer...

8×8 expands presence in Ireland’s CX sector with CCMA gold sponsorship

8×8 is doubling down on its ambitions in Ireland by becoming a gold corporate sponsor of the Customer Contact Management Association (CCMA) Ireland for 2025. The partnership signals more than just brand presence, it’s a bid to cement 8×8’s influence...