Author: CXM Editorial

Brands must break up with influencers in 2025

The value of influencers is increasingly under question. A string of seemingly random promotions across social media by tenuously connected celebrities add little value. Suggesting now is the time for action, the new consumer Brand Love Index recommends brands must...

Three artificial intelligence in customer experience trends for 2025

As 2025 kicks into gear, it’s clear that last year was pivotal for customer experience (CX). Generative artificial intelligence (GAI) continued to monopolise attention, making bold promises for the way businesses interact with customers. While some AI early adopters saw gains, others struggled...

This week in CX: AI, work week changes, and new shopping habits

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been diving into exciting topics like the future of AI in 2025, the potential of a 4-day work week, and US workers’ plans for the...

“New normal” or just business as usual? 81% of execs say they’ve moved on from COVID disruptions

Five years after COVID-19 turned workplaces upside down, business leaders are finally calling it: the “new normal” has arrived. According to FM:Systems’ 2025 Inside the Workplace report, 81% of executives say they’ve either reached or are on the brink of...

New AI agents from Oracle to help HR enhance employee experience

Oracle has introduced new role-based AI agents within its Fusion Cloud Human Capital Management (HCM) platform, aimed at helping HR leaders and business executives enhance the employee experience and increase workforce productivity. Available now, these AI agents are designed to...

Applause and Webex expand partnership to enhance accessibility for all

Applause has announced an expanded partnership with Webex by Cisco to enhance accessibility across its suite of collaboration tools. This initiative strengthens Webex’s commitment to inclusive design, ensuring all users—including individuals with disabilities—can seamlessly engage with its products.As part of...

After shadow IT, shady AI creations could create operational chaos

Business IT departments have long fretted about unofficial applications in offices and networks. Now shadow artificial intelligence poses a new challenge, as workers create smart tools, content, images and ideas. All with a little help from their friendly AI. The campaign...

Majority of zero-hours workers trapped in insecure jobs for years   

Two-thirds of employees on zero-hours contracts have been working for the same employer for over a year, with one in eight stuck in these precarious conditions for more than a decade. Meanwhile, almost half (45%) have been with the same...

CallTower and Five9 boost unified communications and contact centres

CallTower has announced a new partnership with Five9 to deliver a fully integrated communications experience by connecting CallTower’s Operator Connect for Microsoft Teams with Five9’s advanced contact centre platform.By merging CallTower’s UCaaS (Unified Communications as a Service) capabilities with Five9’s...

Fortune’s top companies, tighter customs controls and Asda workers’ victory

Fortune’s most admired companies: embracing flexibility to attract talent Fortune has released its annual list of the Most Admired Companies, highlighting those that have excelled in leadership, innovation, and investment value. This year, a key factor driving admiration is adopting hybrid...