Author: CXM Editorial

Amazon Connect elevates customer experience and loyalty with genAI

AWS has unveiled new generative AI features for Amazon Connect to help organizations enhance customer satisfaction through faster resolutions, proactive engagement, and seamless service delivery while reducing operational costs. A significant addition is an automated segmentation for proactive outreach, which allows...

UK employees take the lead in Europe’s AI revolution at work

UK employees are emerging as Europe’s leaders in adopting artificial intelligence (AI) tools for work, according to a new global survey from Freshworks. While AI faced initial scepticism, the findings reveal a shift in attitudes, with a quarter of UK employees...

Women over 65 see employment double in two decades

According to new research by the International Longevity Centre (ILC), over-65s remaining in the workforce have surged since the early 2000s, with participation more than doubling among women. The report shows that 15% of men and 9% of women aged...

Outdated CMS tech is costing businesses time and sales

Integration issues are holding back global brands, despite significant investments in marketing technology, according to new research from enterprise tech provider Storyblok. The study reveals that 93% of IT and marketing leaders are dissatisfied with their current Content Management System...

Appier turns data into customer connections with genAI

Appier has introduced GenAI capabilities across its Advertising, Personalization, and Data Cloud platforms to enhance customer engagement and decision-making by delivering more personalised, efficient, and impactful experiences. The integration of GenAI aims to change how brands connect with their audiences. By...

21% of frontline staff are quiet quitting at work

A recent survey by Flip app shows that 21% of frontline workers in the UK admit to operating at minimal effort levels, with many planning to stay in their roles long-term. The report highlights the trend of demotivation, particularly within...

This week in CX: what’s up with the global market?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at what’s shaking up the new world of hybrid work and how can brands stay relevant and why they need to rely on...

DXC Technology and ServiceNow join forces to unlock genAI value for businesses

DXC Technology has extended its long-standing partnership with ServiceNow to accelerate the adoption of generative AI (GenAI) for businesses worldwide. Together, the companies have established a GenAI Center of Excellence (CoE), combining DXC’s expertise in consulting and implementation with ServiceNow’s...

Generative AI takes over paperwork, HR gets back to people

Generative AI is reshaping the HR landscape, with a Bain & Company report highlighting its potential to save 15-20% of HR labour time across businesses. The report shows that HR operations teams could cut time by 35%, talent acquisition teams...

Salesforce launches new tools for AI agent testing and management

Salesforce has introduced new tools to streamline the lifecycle management of AI agents developed with Agentforce. The new tools streamline testing, deployment, and monitoring processes while offering transparency in usage and performance. Designed for enterprises striving to adopt an “agent-first”...