Category: CXM News

Aldi expands UK operations with 1,600 new jobs and increased wages  

Supermarket chain Aldi has unveiled plans to create 1,600 new jobs across the UK as it continues to expand its presence with new store openings. The retailer will open locations in areas including Cambridgeshire, Greater Manchester, and Lytham in Lancashire,...

Brands losing consumers, maternity claim dismissed, and robots beating grads to jobs

Trend-chasing brands are losing consumer trust A shocking one-third of consumers find it embarrassing when brands chase viral trends, yet 93% expect them to stay culturally relevant. Sprout Social’s 2025 Index reveals that authenticity and originality set standout brands apart—trend-chasing alone...

Paytronix reveals new catering features to streamline order management

Restaurant guest engagement solutions vendor Paytronix has launched Paytronix Catering, a new addition to its Online Ordering platform that streamlines catering order management for both large and small restaurant brands.The Paytronix Catering service integrates nearly 20 distinct features to optimise...

The end of brand loyalty? Why 57% of shoppers are no longer committed

More than half of U.S. shoppers (57%) no longer consider themselves loyal to any particular consumer product (CP) brands, including food, beverages, and personal care items. According to SAP Emarsys, this shift highlights a challenge for brands in an era...

InMoment unveils new tool for smarter reputation management  

InMoment has introduced Competitor Intelligence, a tool designed to revolutionise how businesses analyse competitor reviews and gain a strategic edge. This AI-driven solution transforms raw review data into clear, actionable insights, helping brands identify their rivals’ strengths, weaknesses, and opportunities...

What do gym-goers want in 2025? Vibes, apparently

Forget fancy equipment and elite trainers. What gym-goers really want in 2025 is a vibe. According to Chatmeter’s latest Gym Reputation Ranking Report, the top-rated fitness chains aren’t just winning on price and cleanliness but on creating an atmosphere that...

Love and spending are in the air: Valentine’s Day sales to hit record $27.5 billion

This Valentine’s Day, consumers are set to spend a record $27.5 billion, surpassing last year’s $25.8 billion and exceeding the previous all-time high of $27.4 billion set in 2020. According to the latest survey from the National Retail Federation (NRF)...

Three artificial intelligence in customer experience trends for 2025

As 2025 kicks into gear, it’s clear that last year was pivotal for customer experience (CX). Generative artificial intelligence (GAI) continued to monopolise attention, making bold promises for the way businesses interact with customers. While some AI early adopters saw gains, others struggled...

This week in CX: AI, work week changes, and new shopping habits

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been diving into exciting topics like the future of AI in 2025, the potential of a 4-day work week, and US workers’ plans for the...

Customer experience crisis in banking

Banks are struggling to stand out in a fiercely competitive market where tight margins leave little room for error. Despite significant investment in AI-driven apps and digital tools, many of these innovations have failed to resonate with customers, often making...