Category: CXM News

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...

AI Is Everywhere in Banking Contact Centres, Except in the Metrics That Matter

If 75% of banking contact centres already use AI, why are only 27% measuring its business impact? A new study from Glia, conducted with analyst firm Metric Sherpa, reveals that 90% of banking leaders now view the contact centre as a...

RingCentral Steps Up to the Plate as the Chicago Cubs’ Official Cloud Communications Partner

RingCentral has announced a new partnership with the Chicago Cubs, becoming the team’s official cloud-based communications partner. The collaboration will transform how the Cubs connect with their millions of fans and how the organisation collaborates behind the scenes. As part of...

LivePerson and AWS Integration Lets Brands Simplify Customer Service and Cut Costs

LivePerson is teaming up with Amazon Web Services (AWS) to bring together its digital contact centre platform with Amazon Connect, AWS’s AI-powered cloud contact centre solution. The integration gives brands a single interface to manage all customer interactions, like voice,...

Procedureflow and Laivly Partner to Bring AI and Visual Guidance to Contact Centres

Knowledge management firm Procedureflow and artificial intelligence company Laivly have formed a partnership to improve the way contact centres operate. The goal is to make customer support faster, more accurate, and more consistent. Procedureflow provides visual knowledge management software that guides...

Thoma Bravo to Acquire Verint in $2B Deal

Thoma Bravo has signed a definitive agreement to acquire Verint in an all-cash transaction valued at $2 billion. The deal, unanimously approved by Verint’s Board of Directors, is expected to close by early 2026, pending shareholder approval, regulatory clearances, and...