Author: CXM Editorial

New report calls for greater board engagement in Consumer Duty to boost customer outcomes

A new study by ArvatoConnect reveals a missed opportunity for financial services firms to fully embrace the Consumer Duty guidelines set by the Financial Conduct Authority (FCA).One of the most eye-opening insights from the study is that nearly half of...

54% of UK marketers use AI for Black Friday pricing and promotions

According to recent data from Optimizely, more than half of UK marketers (54%) are utilising AI to determine pricing and promotions for Black Friday. As Black Friday continues to grow in importance as a start to the holiday shopping season,...

US employers push wellbeing but miss on financial support

As businesses increasingly invest in mental and physical health programmes, many employees are left seeking more support for financial stability, a concern that continues to rank lower on employers’ lists.New insights from WTW’s Wellbeing Diagnostic Survey reveal why aligning wellbeing...

33% of students say AI boosts job readiness, but only 24% use it regularly

According to a new survey by Coursera, one in three students (33%) believe that utilising AI in their studies helps them prepare for the workforce. However, the survey, which included 1,000 students and 500 educators across UK universities, showed that...

42% of employers now have dedicated resources for diversity and inclusion

A recent study by Hays reveals that over two in five (42%) employers have established a dedicated resource for diversity, equity, and inclusion (DE&I) across UK workplaces. The report shows that 50% of organizations have a team dedicated to DE&I...

Pindrop integrates with Five9 to boost cloud contact centre fraud protection

Contact centre authentication and fraud protection provider Pindrop has integrated with Five9 to offer its Passport and Protect solutions to Five9 customers.Five9 and Pindrop have previously collaborated to support their joint customers through a BYOC approach, with Pindrop solutions analysing...

80% of consumers value phone communication but dodge unknown numbers

The majority of consumers (80%) still prefer phone calls when it comes to complex or urgent matters with businesses, according to new research from TransUnion. However, 80% of them also avoid answering calls from unknown numbers due to potential fraud.“A...

NICE offers new solution for multilingual support

NICE has introduced CXone Mpower SmartSpeak, an AI-powered solution designed to revolutionise customer and employee experiences by overcoming language barriers. Built to streamline effortless global interactions, it enables businesses to engage with customers in their preferred language, improving service and...

Prime Video launches spoiler-free recaps using AI

Amazon Prime Video has unveiled a feature to enhance the viewing experience without the risk of spoilers. “X-Ray Recaps,” a generative AI tool, offers summaries of episodes, entire seasons, and even some specific scenes, helping viewers refresh their memory or...

Spanish CX management BPO firm leverages Google Cloud to improve productivity for its 100,000-person workforce

Customer experience management BPO company Konecta has partnered with Google Cloud in a strategic, three-year alliance aimed at transforming productivity and collaboration across its 100,000-person workforce. This collaboration will see Konecta adopt Google Workspace, providing employees with a robust platform...