Author: CXM Editorial

48% of consumers find AI chatbots helpful, but are businesses ready to deliver?

A recent study from Forethought revealed that 48% of consumers find AI chatbots helpful in customer service—a shift highlighting the growing acceptance of AI-powered support. Yet, while 70% of CX leaders report utilising AI tools in their workflows, only 17%...

Salesforce’s Agentforce: a new AI era for customer and employee experiences

Salesforce has announced Agentforce, the latest AI-driven feature that brings a more proactive and autonomous approach to customer experience (CX) and employee experience (EX). Aimed at maximising operational efficiency and enhancing interactions, Agentforce helps businesses deploy AI agents that can...

70% of US consumers make annual luxury purchases, driven by price and quality

According to recent research from LoopMe, 70% of US consumers purchase at least one luxury good or apparel each year. A significant one-third of these shoppers spend $1,000 or more on luxury items. Many shoppers see luxury shopping as a tactile...

UK businesses grapple with 41% increase in sick leave

According to new data from TotalJobs, sick leave in the UK has surged by 41% over the past three years, adding more pressure to declining productivity levels. The study points to rising absenteeism as a contributing factor to a “cycle...

81% of shoppers to cut spending while marketers hold high expectations

A recent study from Rakuten highlights a divide between retailers’ expectations and the reality of consumer holiday shopping plans in 2024. According to the survey, 81% of shoppers have no intention of increasing their holiday spending this year, showing a...

Sustainability and wellness demand grows in U.S. and Canada grocery loyalty programmes

Eagle Eye’s recent survey of grocery shoppers across the U.S. and Canada shows evolving consumer priorities around sustainability, health, and rewards and highlights a gap in current loyalty programmes that could be costing retailers a competitive edge. The study, which...

InMoment boosts customer feedback collection with AI Active Listening

InMoment has introduced AI-powered Active Listening Agents, an upgrade to its Active Listening tool that uses contextually aware generative AI (GenAI) to prompt customers with thoughtful follow-up questions, encouraging richer and more detailed responses. By employing securely hosted LLMs to...

Freshworks unveils new tool for enhanced CX and EX

Freshworks has announced Freddy AI Agent, an autonomous service tool designed to elevate customer (CX) and employee experiences (EX). Freddy AI Agent is engineered for fast, seamless deployment, enabling businesses to install the agent in minutes without extensive coding or...

72% of Gen Z say job interactions hurt their mental health

As Gen Z approaches a third of the global workforce by 2030, their experiences on the frontline are raising red flags for employers worldwide. A new study by UKG, surveying nearly 13,000 frontline workers and managers across 11 countries, reveals...

Shein and Temu’s rapid rise hits roadblocks

According to new data from Forrester, the two rapidly growing e-commerce platforms, Shein and Temu, are expected to experience a significant slowdown in growth rates next year. Based on an analysis of retail trends for 2025, this prediction suggests that...