Tag: CX news

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...

EXP KSA: Medallia and New Metrics Power CX Transformation Across Saudi

CXM attended the Experience KSA event this week in Riyadh, the experience management event hosted by New Metrics in partnership with Medallia. David Dungay spoke to Ben Morris, VP of Alliances, Medallia and Nader Abu Zahr, VP, Experience Management & Digital...

This Week in CX: From Broken CX to Human-Centered Experiences

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored CX and culture, covering Ian Fishwick’s leadership lessons, broken CX in organisations, trust in search, human-focused insurance with LV’s Chloe Stuttard, and AI project...

Zoom Phone Surpasses 10 Million Seats, Cementing AI-First Approach to Business Communication

Zoom Phone has officially surpassed 10 million seats globally, marking a major milestone for the company’s cloud telephony solution. Since its 2019 launch, Zoom Phone has become one of the fastest-growing cloud-based phone systems, reflecting a move from legacy PBX...

Retailers Find Growth in Letting Customers Pay Their Own Way

Retailers are learning that the fastest way to grow might not be through new products or promotions. Instead, it’s letting customers pay however they want. A global study from ACI Worldwide and Payments Dive finds that 65% of retailers say offering...

Only 11% of U.S. Consumers Trust Their First Search

When a U.S. consumer types in a query, chances are high that the answer won’t come from just one source. In fact, a new study by Yext reveals just how fragmented the path to purchase has become in America and...

This Week in CX: AI Agents Take the Lead

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we explored how Brits are turning to ChatGPT for their next pint spot, best practices for employee engagement surveys, and the gap between brand trust and...