Category: CXM News

Salesforce buys its way into the future of work with Convergence.ai acquisition

Salesforce wants to future-proof how work gets done, and is aiming to do so through its definitive agreement to acquire Convergence.ai, an AI agent startup that’s quietly been solving one of automation’s trickiest problems: getting machines to navigate the messy,...

DoorDash and Wing launch drone delivery in Charlotte 

DoorDash has teamed up with Wing, a residential drone delivery company, to bring autonomous aerial delivery to the Queen City for the very first time. The partnership aims to revolutionise how Charlotte residents receive meals, snacks, and essentials, delivering speed,...

TELUS Health buys Workplace Options in $350M deal, expands global reach in employee wellbeing

TELUS Health has acquired Workplace Options (WPO), a major provider of employee wellbeing services to Fortune 500 companies, in a deal valued at approximately CA$500 million (US$350 million). The acquisition significantly expands the company’s international footprint, adding a network of...

Cost-of-living crunch makes insurers look good

UK customers are warming up to their insurers, even as geopolitical chaos, economic stress, and cost-of-living woes continue to take a toll on household budgets. Guidewire’s newly released 2025 European Insurance Consumer Survey found a 7% year-on-year increase in the number...

Clerk Chat and Telecom giants launch North America’s first unified RCS messaging experience 

Clerk Chat has partnered with Google, Verizon, T-Mobile, and AT&T to deliver interactive digital content via Rich Communication Services (RCS) messaging. This marks the first time in North America that RCS capabilities have been launched simultaneously across multiple carriers, ushering...

The future of fast food: 77% of drivers want to skip the line with in-car voice assistants

A recent study conducted by SoundHound AI reveals a shift in consumer behaviour that could reshape the future of food ordering. According to the findings, 94% of U.S. drivers who use or have access to voice assistants frequently order food...

This week in CX: deepfakes, digital payments, and destination travel

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’ve explored how deepfakes are emerging as a new security threat in call centres, why Gen Z and Millennials demand seamless in-app payments, and what the...

IHG modernises global guest experiences with Genesys Cloud integration

IHG Hotels & Resorts has completed a major overhaul of its global customer experience operations, unifying its contact centres on the Genesys Cloud platform as part of a broader strategy to elevate guest service through AI and automation. The initiative, one...

UK public sector scrambles to modernise citizen services before 2030 deadline

A new report from Cavell Group and 8×8 reveals that the public sector is grappling with outdated communication tools, siloed systems, and a growing pressure to integrate AI and deliver seamless citizen experiences, all under the tightening grip of budget...

Twilio and Microsoft team up to accelerate conversational AI for customer engagement 

Twilio has announced a strategic, multi-year collaboration with Microsoft to accelerate enterprise adoption of conversational AI by bringing together Twilio’s trusted engagement platform with Microsoft’s powerful Azure AI infrastructure. “Every interaction between a business and their customers is an opportunity to...