Category: CXM News

Is Google Losing Its Grip on How Consumers Discover Brands?

Consumers are choosing other ways to discover brands than using Google. They’re using AI or social media for all types of search – be it information, entertainment or hunting for new brands. A new report from Yext reveals 62% of global...

Patients Trust Hospitals That Get the Basics Right

In a complex care environment, patient loyalty still hinges on simple truths like feeling safe, being heard, and seeing care teams work together. A new report from Press Ganey, based on 10.5 million patient encounters, shows that health systems delivering on...

Holiday Shoppers Are Spending Big in 2025, And They’re Rewriting the Rules

Tariffs, inflation, and global uncertainty aren’t stopping consumers from embracing the 2025 holiday season. According to the Salsify Consumer Holiday Shopping Report, 75% of shoppers plan to spend the same or more on gifts this year, a clear sign that...

Is Your Loyalty Program Built for Today’s Consumer?

Loyalty isn’t what it used to be, and consumers are making that clear. According to new research from Kobie, brands are facing a pivotal moment. As economic pressures rise, cultural divides deepen, and new technologies reshape expectations, shoppers across the...

This Week in CX: AI Phishing, Impulse Buys & the Frustration Economy

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how Gulf brands are using AI to slash costs while boosting CX, why mobile users are hitting their limit in the frustration economy, and...

What’s Fuelling Impulse Buys in 2025? Promotions, Displays & Instant Gratification

Even as economic caution grows among U.S. consumers, discretionary spending remains surprisingly resilient. According to a new report from Optimum Retailing, 72% of Americans made an unplanned in-store discretionary purchase within the past month. This trend persists despite nearly 7...

Welcome to the Frustration Economy: Mobile Users Are Over It

Mobile user frustration is hitting record highs in 2025, according to Fullstory’s newly released report. After analysing over 14 billion user sessions across industries like retail, financial services, food and beverage, travel, gambling, and software, the findings show that mobile...

Infobip Adds Voice to WhatsApp Business, Bridging Messaging and Real-Time Support

Infobip has introduced WhatsApp Business Calling, a new feature that enables companies to make and receive voice calls directly through their WhatsApp Business accounts. With this new capability, businesses can initiate and accept voice calls globally via WhatsApp’s familiar interface, meaning...

Smart TV Ads Take Center Stage in Holiday Shopping, LG Study Finds

Nearly 6 in 10 U.S. Connected TV (CTV) viewers now say that TV ads help guide their holiday purchases, which is a 73% increase from last year. And when it comes to inspiration, 36% say they’ve gotten gift ideas from...

ASOS Launches Tiered Loyalty Programme for UK Customers

ASOS has announced the launch of ASOS.WORLD, a new rewards programme designed to deepen engagement and keep fashion-conscious UK shoppers coming back for more. Following a trial run earlier this year, the UK-exclusive programme is now live, offering a mix of...