Category: CXM News

Not Vegas, Baby! The Need for New CX in a Dying Hospitality City

Las Vegas has taken something of a hammering as a destination recently. Resort bookings are down, trade event attendance is falling, and there’s talk of some moving elsewhere. It seems the lure of the night lights and glitz is fast...

BPOs Are the Fast Track to AI in CX. But at What Cost?

Enterprises racing to modernise voice support are increasingly turning to business process outsourcing (BPO) partners as the fastest way to plug in artificial intelligence. But could this shortcut undermine long-term control, flexibility, and customer experience outcomes? The 2025 State of Voice...

The Real AI Security Threat Is Sitting Inside Your Company

Forget the image of a hooded hacker working from the shadows. The latest Insider AI Threat Report Summer 2025 from CalypsoAI shows the real risk is your own employees. From junior staff to the C-suite, workers are increasingly using AI...

This Week in CX: Rethinking Loyalty and AI in the Age of Gen Z

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how loyalty programs are evolving for Gen Z, the rise of digital-first service technologies, and the surprising gaps in AI adoption within banking contact...

Loyalty Programs Are Making a Comeback With Gen Z

“Economic pressure is the spark, but emotional connection is the fuel,” Craig Crisler, CEO of SupportNinja told Customer Experience Magazine. Generation Z has long carried the reputation of being the least loyal consumer cohort. With infinite options at their fingertips...

Younger Consumers Trust AI With Their Secrets and Their Feelings

Americans are warming not just to AI-powered support but to the idea that these agents can listen, understand, and even connect on an emotional level. A new survey from conversational AI company Decagon reveals that younger consumers, in particular, are...

Why Do Solo Consumer Reviews Hold More Weight Than Group Experiences?

When it comes to consumer reviews of leisure activities, the most persuasive voices come from individuals. New research from the University of Maryland’s Robert H. Smith School of Business and Oklahoma State University reveals that reviews written by people who...

Consumers Will Pay More for Brands They Trust, New CX Study Shows

According to a new Press Ganey Forsta survey, customer trust is the new currency of loyalty. Based on feedback from consumers in the US and UK, the report examines how brand trust, data use, and AI adoption are influencing customer...

Digital-First Service Technologies on Track to Surpass Traditional Channels

Digital-first customer service tools are rapidly becoming the cornerstone of customer support strategies, according to new research from Gartner. Within the next two years, technologies such as live chat, self-service portals, and knowledge management systems are expected to outpace traditional...

Survey Finds Hidden Costs Are Retail’s Fastest Way to Lose Customers

If there’s one thing guaranteed to make U.S. shoppers walk away, it’s hidden costs. According to Akeneo’s 2025 B2C Survey, around 60% of Americans say they’ve abandoned purchases after discovering unclear or misleading pricing, making surprise fees and vague charges...