Category: CXM News

8×8 Bets on AI to Transform CX Into a Growth Engine

8×8 has announced a new wave of AI-powered capabilities across the 8×8 Platform for CX. Designed to help businesses respond instantly, personalise service at scale, and stay compliant without added complexity, these innovations span 8×8 Contact Centre, 8×8 Engage, 8×8...

Americans Keep Using the Same Passwords, Even as Attacks Surge

Despite years of high-profile breaches and phishing scams, almost half of U.S. consumers still admit to reusing the same password across multiple accounts, according to a new survey commissioned by Yubico. The nationwide study, conducted by Talker Research across the ten...

Trust in Creators Hits All-Time High This Holiday Season

The holiday shopping season is being redefined, and it’s all thanks to creators. According to LTK’s 2025 Holiday Shopper Study, creators aren’t just influencing wish lists; they’re shaping when, how, and why people shop. This year marks a turning point,...

Workday Breach Joins Growing Wave of CRM Attacks

HR and finance software company Workday has confirmed a data breach after attackers gained access to a third-party customer relationship management (CRM) system. The company said the hackers obtained business contact details such as names, phone numbers, and email addresses. According...

City Cruises Charts a Smoother Digital Journey with Medallia

City Cruises, part of Hornblower Group, has partnered with Medallia to improve how guests book and experience its dining and sightseeing cruises. The collaboration focuses on reducing friction across digital touchpoints by capturing real-time feedback and analytics from users online. The...

Sprout Social Launches TikTok, Bluesky & Creator Tools for the Social Intelligence Era

Sprout Social has unveiled a new suite of innovations and strategic partnerships designed to give brands a competitive edge in the era of Social Intelligence. As audiences flock to platforms like TikTok and Bluesky for discovery, recommendations, and real-time conversations,...

Perplexity AI Throws $34.5B at Google Chrome in Bold Market Move

Artificial intelligence startup Perplexity AI has made an audacious $34.5 billion all-cash offer for Google’s Chrome browser, a bid that far exceeds the company’s own $14 billion valuation. Led by Aravind Srinivas, a former Google and OpenAI engineer, Perplexity has...

U.S. Customer Satisfaction at 12-Year Low, New Report Finds

American customers are less satisfied than they’ve been in over a decade, according to the latest American Customer Satisfaction Index (ACSI) data. The national score slipped 0.1% in Q2 2025 to 76.9 out of 100 — the same level seen...

Epic Users Gain Faster and More Personalised Patient Interactions with Five9

Five9 has announced its latest integration with Epic, introducing Five9 Fusion for Epic. This new capability embeds advanced contact centre tools directly within Epic, allowing healthcare providers to deliver faster, more personalised patient experiences without adding complexity for their teams. Built...

AI Skyways Takes Off: Qatar Airways and Accenture Partner to Redefine Air Travel

Qatar Airways and Accenture have launched AI Skyways, a joint initiative designed to bring AI into more parts of the business — improving how passengers are served, streamlining flight operations, enhancing staff training, supporting environmental goals, and helping the airline...