CXM News

Connectivity is Key to Agent-Driven CX, says Salesforce

AI agents are rapidly becoming central to customer experience strategies, but many organisations are struggling to turn adoption into impact. Salesforce’s 2026 Connectivity research highlights the core problem that while AI agent usage is accelerating, around 50% of agents still...

Growth Without Jobs: Is Automation Reshaping the UK Services Workforce?

Employment in the UK services sector continues to fall, even as wider indicators point to economic expansion, raising questions about whether automation is beginning to reshape the workforce faster than anticipated. The latest Purchasing Managers’ Index (PMI) data shows employment numbers...

Zoom’s “Intelligent Office” Focuses on Employee Experience

Zoom has introduced new capabilities within Zoom Spaces that point to a broader shift in how work environments are being designed. Dubbed the “intelligent office” this agentic AI system does more than just respond to commands, it can understand context...

Gartner’s AI Sovereignty Warning: How CX Must Adapt by 2027

Customer experience is entering a new phase as one-size-fits-all AI models are under siege from growing demands for greater sovereignty. Gartner predicts that by 2027, “35% of countries will be locked into region-specific AI platforms”, up from just 5% today,...

Microsoft’s Latest Copilot Update Empowers EX Leaders

Microsoft’s update to Copilot in M365 puts employee experience onto centre stage. The latest releases will be welcome news to many EX professionals as they focus on fine-tuning existing capabilities, including adoption tracking, admin controls, and productivity. It might not...

Should You Encourage Employees to Use OpenAI’s New ChatGPT Health App?

Last month, medical AI had a major shake-up in both the consumer and enterprise space. OpenAI launched its ChatGPT Health app, allowing users to upload their medical information for rapid insights into their health. Alongside this, it released ChatGPT for...

This Week in CX: Insight That Could Change Your 2026 Plans

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how London Luton Airport is expanding career pathways for the next generation, examined the growing concerns around an AI bubble and its impact on...

This Week in CX: From AI Controversies to Retail Innovation

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored the latest in CX and innovation, from the critical role of human judgment in AI-powered customer experiences to the winners of the ICXA25 and...

This Week in CX: Where Innovation Meets Empathy

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored why AI isn’t fixing retail marketing bottlenecks, how award-winning brands use it in CX, and what multimodal tech and shadow IT mean for the...

This Week in CX: Fauxductivity, Fraud Fighters & Feel-Good Teams

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how busyness doesn’t always equal progress, why fraud teams are becoming banks’ biggest trust builders, and how self-service AI could put consumer confidence at...

This Week in CX: Are We Designing Experiences or Frustrations?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted how AI and digital trends are reshaping holiday shopping, customer experiences, dining habits, and health interactions. We are also discussing updates from the Wall Street...

This Week in CX: AI Risks, Workplace Safety, and Engagement Innovations

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we highlighted AI scams costing businesses millions, building psychological safety at work, and how voice-based AI could boost employee engagement. We are also discussing updates from the...