Tag: Customer Experience

Leaders must start planning for uncertain times

Since returning to office, US president Donald Trump has sewn chaos and uncertainty. Whether he is playing with the idea of a global trade war, or making outlandish offers to buy countries, his calculated attempts to wrong-foot everybody have created...

AI adoption in corporate travel surges, yet support and integration challenges persist

A new study conducted by Serko and Sabre Corporation reveals that AI and genAI are rapidly reshaping corporate travel, with over 90% of surveyed travel managers reporting some level of AI usage. The primary drivers for AI adoption include cost...

Further adventures in consulting: The power to influence the world

One of CXM’s recent hit features highlighted the skills and efforts of a CX consultant. Read “The pros and cons of the CX consulting life, from experts” to catch up if you’re considering stepping into a similar role. This month,...

Primark CEO scandal, CFO turnover surge & OpenAI’s $40B power move

Primark CEO resigns over allegation of misconductPrimark CEO Paul Marchant has resigned after an investigation into allegations of inappropriate behaviour towards a woman in a social setting. Marchant acknowledged his mistake and accepted that his actions fell below the company’s...

Blueshift unveils AI-powered agents to scale marketing personalisation

Blueshift has introduced Customer AI Agents to help marketing teams scale personalization efforts exponentially. These AI-powered agents enable brands to conduct ten times more personalisation experiments by automating decision-making. As the latest addition to Blueshift’s Customer AI Suite—joining Predictive AI,...

AI to dominate field service management by 2028, research finds

According to a recent report from Information Services Group (ISG), by 2028, two-thirds of enterprises will rely on AI to oversee field service operations, streamlining on-site support and improving efficiency. The ISG Buyers Guides for Field Service Management highlight a...

Shutting down mediation, automating models, rejecting Immigrants: a trend of displacement

Trump administration moves to shut down Federal Mediation AgencyThe Federal Mediation and Conciliation Service (FMCS) has been effectively shut down by Elon Musk’s Department of Government Efficiency (Doge) following a March 14 decree by President Trump. The move, aimed at...

Humara AI launch redefines telco digital sales and customer experience

At a gathering of the telco industry’s brightest minds last week, 15gifts’ founder Tom Cox showed off Humara, a powerful Agentic AI, available now. The new sales agent combines an agentic AI with 15 years’ worth of expertise, intuition and...

Braze acquires OfferFit for $325M

Braze has announced a definitive agreement to acquire OfferFit, an AI-driven decision-making company, in a $325 million deal. Pending regulatory approvals and customary closing conditions, Braze expects to close the transaction, which includes a mix of cash and Braze Class...

Mark Bishof charts a new course for Medallia

Medallia introduced seven AI products, officially unveiled its new look corporate ‘dream team’ and pledged to reinvigorate customer relations at its global conference last week. Mark Bishof, just three months into his role as CEO at the software vendor, used...