Author: CXM Editorial

What to expect for Cyber Five 2024

The Cyber Five shopping frenzy is finally here again. Spanning Thanksgiving Day through Cyber Monday, this period sets the tone for holiday shopping, blending steep discounts with the convenience of omnichannel experiences. According to a report by Numerator, 84% of U.S....

Verizon introduces genAI-powered tools to simplify holiday shopping

Verizon has released new technology and services designed to save time and enhance convenience during this holiday shopping season. By integrating GenAI-powered tools and streamlining customer support, the company aims to make shopping simpler and more efficient. The updated myVerizon app...

Wayvee Analytics bags $5M to tackle retail challenges with real-time, privacy-focused AI

Wayvee Analytics has emerged from stealth, securing $5 million in pre-seed funding in a round led by Tetrad. vc. By combining radio frequency (RF) waves with proprietary AI algorithms, Wayvee’s technology measures customer satisfaction (C-SAT) and key engagement metrics in...

70% of consumers believe AI is enhancing customer support

According to a recent Vonage report, 70% of consumers believe artificial intelligence (AI) has improved self-service customer support, while 60% believe it has made interactions with brands more efficient. Over half (51%) appreciate AI’s ability to personalise support based on...

Bad customer experiences threaten nearly $4 trillion in global sales

Poor customer experiences could cost businesses $3.8 trillion in global sales, according to new research from Qualtrics. This figure, based on World Bank data and insights from the Qualtrics 2025 Consumer Trends Report, marks a $119 billion increase from last...

In-store holiday shopping grows as US consumers tighten budgets post-election

Consumers are embracing in-store holiday shopping this year, with a 53% year-over-year increase in those planning to shop exclusively at brick-and-mortar stores, according to a recent survey by customer-driven AI intelligence firm First Insight. This resurgence contrasts with a 21% decline...

Coveo brings AI search and recommendations to SAP Service Cloud

Coveo has expanded its collaboration with SAP to introduce an app designed for SAP Service Cloud. The Coveo AI Search and Recommendation for SAP Customer Experience is now available on the SAP Store, joining Coveo’s existing app for SAP Commerce...

Ford to slash 4,000 jobs in Europe

Ford aims to reduce its European workforce by 4,000, including around 800 roles in the UK, as it navigates the slowing demand for electric vehicles (EVs). This move represents 14% of Ford’s European team and 2.3% of its global workforce,...

Gen Z demands fast AI service, but human connection remains key

According to a recent Five9 survey, nearly 60% of Gen Z consumers value the speed and efficiency of AI-driven customer service but still prioritise human support for more complex issues. This shows a paradox: while this tech-savvy generation embraces the...

AI and online shopping shape Black Friday 2024 trends

Black Friday 2024 is expected to match last year’s record-breaking performance, with consumer participation and spending levels at the highest level, according to new data from Attest. This year’s key trend is the surge in AI adoption for shopping assistance. Over...