Category: CXM News

US teens stay online ‘almost constantly’ as YouTube and TikTok dominate

Almost half (46%) of American teens say they are online “almost constantly,” showing the impact digital connections have on their lives, according to a new Pew Research Center survey of teens aged 13 to 17. The study highlights YouTube’s dominance,...

Vapi secures $20M Series A to scale AI voice agents

Pioneering developer platform for deploying Voice AI agents Vapi has announced the successful completion of a $20 million Series A funding at a $130 million valuation. The round was led by Bessemer Venture Partners, with additional investments from Abstract Ventures, Y...

Two purchase attempts are enough to drive shoppers away

Holiday shoppers are spending more this year but are taking a cautious and strategic approach, looking for discounts and seamless shopping experiences. A global survey of over 7,200 consumers done by testing and digital quality solutions company Applause reveals shifting...

Top 5 trends set to redefine customer experience in 2025

Five pivotal trends are set to shape customer experience in 2025, fueled by advancements in AI, data, and global connectivity. According to TTEC Holdings, these developments promise to unlock new opportunities for brands to deliver enhanced interactions and foster deeper...

Sullivan & Stanley turn to employees to drive growth

Sullivan & Stanley (S&S) has redefined what it means to put employees first. Recognised with silver for Best Employee-Centric Approach at the UK Employee Experience Awards 2024, S&S has leveraged its employees to inspire growth and drive business success. At S&S,...

Two-thirds of customer service operations plan AI-powered WEM adoption by 2029 

According to a new study by Frost & Sullivan and SuccessKPI, two-thirds of customer service operations aim to integrate AI into their cloud-based Workforce Engagement Management (WEM) applications within the next three to five years. This move addresses growing skills...

Google Gemini expands with Deep Research and 2.0 Flash

Google has announced significant upgrades to its AI platform Gemini, introducing the “Deep Research” feature and the experimental rollout of the Gemini 2.0 Flash model. These updates enhance users’ research capabilities and improve the platform’s performance. “We’ve built a new agentic...

Alvaria launches intelligence platform to transform contact centre operations with AI

Contact centre infrastructure software vendor Alvaria CX has introduced the Alvaria Intelligence Platform (AIP), designed to enhance the capabilities of enterprise contact centres with advanced AI integration. This launch comes in response to a growing demand for robust compliance features,...

This week in CX: how much trust would you place in genAI?

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve been looking at the role of AI in customer service and the level of trust customers and industry leaders have in genAI solutions. We’re also...

Pay raises plummet while compensation gaps widen

If you are among those who received a pay raise in the last year, consider yourself lucky. BambooHR’s latest annual compensation study paints a concerning picture for salaried employees in 2024. According to the survey, 40% of workers didn’t receive...