Author: CXM Editorial

85% of customer service leaders to explore conversational GenAI in 2025

A growing number of customer service leaders are prioritising generative AI (GenAI) technology, with 85% planning to explore or pilot customer-facing conversational GenAI solutions by 2025, according to research by Gartner. The survey found that while 44% are currently exploring customer-facing...

Workplace barriers still holding back disabled UK workers

Many UK workers with disabilities, chronic health conditions, or neurodivergence face significant barriers in the workplace, from inaccessibility to discrimination, despite growing awareness of the need for inclusion. Released to coincide with the International Day of Persons with Disabilities, Deloitte’s Disability...

PerfectServe partners with Five9 to revolutionise hospital contact centres

Clinical communication and collaboration platform PerfectServe has partnered with Five9 to transform hospital contact centres by combining advanced automation with healthcare-specific communication tools. The partnership integrates PerfectServe’s Operator Console, a cloud-based alternative to traditional hospital switchboards, with Five9’s Intelligent Virtual Agent...

AI and empathy define the top US brands in customer experience   

According to KPMG’s report, leading companies are setting themselves apart by focusing on empathy, values-driven engagement, and cutting-edge technology. The study, which surveyed over 10,000 U.S. consumers across 316 brands, revealed that USAA, H-E-B, and Patagonia topped the rankings, with...

Kaltura unveils a solution for immersive enterprise experiences

Kaltura, the Video Experience Cloud company, has announced the beta launch of Work Genie, an AI-driven platform designed to create deeply personalised and immersive digital experiences. Targeted at enterprise customers and employees, Work Genie addresses the growing challenges of delivering timely,...

Calabrio launches CareAI to transform healthcare contact centres

Calabrio has unveiled its new initiative, CareAI, supported by a $30 million investment and $14 million in funding from DIGITAL. The initiative aims to bring advancements to healthcare contact centres by emphasising patient-centred care and operational efficiency. “Calabrio has a strong...

Introducing ChatGPT Pro: is the $200/month plan worth it?

OpenAI has introduced a new subscription tier for its ChatGPT platform, branded ChatGPT Pro, at a steep $200 monthly. This plan is for users needing advanced capabilities in mathematics, coding, and writing. Alongside the subscription, OpenAI rolled out the full...

This week in CX: are employees becoming more dissatisfied at work?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the importance of human touch in the age of artificial intelligence, as well as the reasons behind the ‘ productivity theatre’ trend...

Email dominates, but SMS and push notifications surge this Cyber Week

According to Bloomreach, the 2024 holiday shopping season highlighted a major shift in how businesses engage with customers. Personalization and omnichannel strategies drove a 9% year-over-year (YoY) revenue increase for brands during Black Friday. Mobile push notifications saw the most...

81% increasing budgets: the urgency of cyber resilience in 2025

A new study by NetApp and The Futurum Group highlights troubling trends in the cybersecurity landscape. Over 54% of surveyed organizations have experienced cyberattacks in the past 12–18 months. In addition, 20% are failing to recover lost data, showing that...