Category: CXM News

8×8 and CallCabinet team up for compliance crackdown

If you thought your work calls were just between you and the person on the other end of the line, think again. 8×8 has just brought in CallCabinet as its go-to compliance call recording partner, ensuring that businesses can keep...

Is your business missing out? 32% of customers want more chatbot interactions in 2025

Vonage has unveiled its latest customer engagement report, which highlights the evolving consumer preferences for business communications and shows the increasing role of artificial intelligence (AI) in enhancing customer interactions. “A highlight of this year’s results is the reinforcement on the...

Genesys and Mitel target AI-driven CX overhaul

Two major players in AI-driven customer experience and business communications are joining forces to shake up the enterprise market. Genesys, an AI-powered experience orchestration company, and Mitel, a global business communications provider, have announced a new strategic partnership designed to...

This week in CX: can AI and humans coexist in CX?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re exploring the growing tension in the work-from-home debate, how Gen Z employees are driving the shift toward remote work, and why adding a human touch...

Sitecore unveils over 250 innovations to transform digital marketing with AI

Sitecore has announced an impressive array of over 250 innovations to enhance its intelligent digital experience platform (DXP) and content management system (CMS). These advancements are centred around enhancing marketers’ capabilities to create and deploy exceptional digital customer experiences. “Our AI-driven...

BT and RingCentral roll out AI contact centre to take on customer service woes

BT and RingCentral are stepping up the contact centre game with Cloud Work RingCX, a cloud-based, AI-driven platform designed to streamline customer interactions across voice and digital channels. The new platform integrates voice calls with more than 20 digital channels, including...

Can automation enhance your contact centre experience?

A recent Talkdesk report reveals that many contact centres still rely heavily on live agent interactions despite technological advancements. The data highlights key challenges, such as inefficient IVR systems, lengthy hold times, and agents struggling with time-consuming manual tasks, all...

People are done with outdated tech ruining customer service

Frustrated consumers are increasingly fed up with outdated tech ruining customer service. A new study from Pegasystems and YouGov reveals that 77% of customers in North America and the UK want businesses to prioritise improving customer interactions, yet many feel...

Americans ready to lawyer up against AI mistakes

The honeymoon phase with AI is over. Americans want accountability, and they’re ready to take legal action. A new study by Pearl.com, an AI-powered search platform, reveals that 57% of U.S. adults believe AI platforms should be legally responsible for...

HR under scrutiny, experience trumps location and closing the 50+ gender pay gap

Leaders voice doubts about HR and marketing effectiveness  Nearly half (45%) of business leaders question professionalism in HR, marketing, and sales, according to the Chartered Institute of Marketing (CIM). Professional development is seen as key to improving perceptions. HR professionals must...