Author: CXM Editorial

SMS becomes a critical tool for consumer engagement 

According to the latest report by EZ Texting, there has been a dramatic shift in consumer behaviour, with SMS emerging as a pivotal channel for business communication, boasting an astonishing 98% open rate. This shift highlights the transformation of texting...

This week in CX: Investing in AI is the key to future-proofing retail

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been exploring the impact of AI on the shopping experience, as well as the role of social media in today’s competitive market. We’re also discussing...

The dentist’s chair or waiting for a refund? Many Americans prefer the drill over the delay

A new report reveals the growing frustration among U.S. consumers with outdated refund systems, with 37% saying they would rather endure a trip to the dentist than wait seven days for a refund. The study, Where Is My Refund? Understanding...

AI skills to lead transformative changes in learning and development for 2025

According to O’Reilly’s recent technology trends report, AI skills are set to drive the most profound changes in learning and development (L&D) in the coming year. The analysis, based on 2024 data from O’Reilly’s tech-focused learning platform, shows surges in...

Retailers turn to mobile apps to address labour shortage

With technology playing an increasingly central role in shifting consumer expectations and persistent labour challenges, retailers are focusing on innovative solutions, such as mobile apps, to stay competitive and meet market demands. According to the 2025 Connected Retail Experience Study, conducted...

Arish Global Services partners with Vertex Global Services to drive industry growth

UK-based Arish Global Services has announced a strategic partnership with Vertex Global Services, a Business Process Management (BPM) industry player. The partnership is designed to stimulate industry growth in the UK and India by sharing revenues and enhancing workforce management...

Over 70% of shoppers favour genAI in their shopping journey

A recent report by Capgemini shows that 71% of consumers now desire gen AI to be part of their shopping journey. This shift is mostly driven by gen z and millennials, who prioritise hyper-personalisation and better digital interactions. According to...

CallTower acquires CCaaS provider Inoria

CallTower has announced the acquisition of Inoria, a Canada-based CCaaS provider. This marks another step in CallTower’s pursuit of delivering CCaaS solutions while enhancing its customer experience (CX) and Conversational Artificial Intelligence (CAI) offerings worldwide. “This acquisition offers our combined customers...

SoundHound AI introduces first in-vehicle voice commerce platform

SoundHound AI unveiled an in-car voice commerce platform at CES 2025. This platform enables drivers and passengers to order takeout using voice commands directly from their vehicle’s infotainment system. “What we’re introducing here at CES is a seamless way to order...

Consumers worldwide spent $1.2 trillion shopping online this holiday season

Global holiday online sales soared to a record $1.2 trillion in 2024, with U.S. shoppers contributing $282 billion, according to new Salesforce data. The growth was powered by mobile and social commerce, alongside increased consumer spending after months of saving...