Author: CXM Editorial

Is AI going to save the CX industry?

68% of CX leaders are expecting an end to traditional customer experience as we know it, according to new research released from Zendesk. Nearly 7 in 10 UK CX leaders believe the volume of customer service interactions will increase five times...

Smart name tags will enhance connections and inclusivity in flexible workspaces

Video conferencing platform Zoom has announced the public beta of smart name tags, a new feature designed to enhance inclusivity and engagement in Zoom Meetings. These tags work with AI to pick up and apply names to multiple participants in one...

UK employers brace for rising turnover as economy recovers

A recent survey by Personio reveals that nearly half of UK employers (49%) anticipate a surge in employee turnover within the following year. Additionally, six in ten businesses reported a decline in staff engagement, suggesting that the “big stay” period of...

Pressure, trust in investment, and responsible policy are driving AI investment

A new survey from ABBYY has found that 58% of companies are worried they will be left behind if they don’t use AI – thus driving their primary motivations for investment. The average investment cost in AI reached £730,000 in the...

17% of cyberattacks will involve generative AI by 2027

Gartner has forecasted that worldwide end-user spending on IT security is projected to increase 15.1% – total $212 billion – by 2025. With this, generative AI will trigger a spike in the cybersecurity resources required to secure it. This will lead...

Ikea launches own second-hand marketplace

To capitalise on the growing market for secondhand goods, Ikea has introduced its online marketplace.  Customers can now buy and sell directly from each other, eliminating the need for third-party platforms like eBay or Gumtree. Ikea Preowned is currently available in...

Hybrid work models drive productivity and team connections

83% of employees feel more productive in hybrid and remote working environments than they do in office settings. A further 82% of employees said they feel more connected to their teams and managers when working in hybrid models. The research...

Aldi to assist financially vulnerable customers with back-to-school fund

Aldi has launched a fund to support customers that are struggling with the costs at the start of the new academic year. As part of the back-to-school fund, the discount store will give away vouchers worth £100 to parents throughout...

First price-drop in shops for three years

For the first time in nearly three years, there has been a drop in shop sales. Prices in August were down 0.3% from last year – the lowest rate since October 2021. The research also marks the first period of...

Gartner forecasts major increase in SaaS backup prioritisation

As the risk of IT outages increases, businesses are recognising the importance of regular data backups. Gartner predicts that by 2028, most enterprises will prioritise backing up their software-as-a-service (SaaS) applications. This marks a significant shift from the current 15% who...