Want the full front page? Deep Briefing has Spotlight and discovery. Watching a particular patch? The beat follows it with you.
Claim a handle. Keep the stories that move your work.
Follow the people, brands, beats and events you care about — then let CX Today bring the useful work forward.
Find your corner. Follow the work, the people and the events that matter to your team.
No recent journalist activity.
Revolut, Lloyds, HSBC and a range of U.K. websites were hit as a Google Cloud power event disrupted London-based infrastructure. As customers struggled with payments and account access, the incident renewed questions over cloud resilience and supplier dependency.
Amperity, Treasure AI, and Adobe are giving customer engagement teams more capable AI agents to investigate signals, personalize journeys, and speed up decisions. The catch is that brands remain responsible when an automated next step is poorly timed, irrelevant, or simply wrong.
This week’s CAI news shows the market moving beyond dashboards and isolated automation. Salesforce, Accenture and Kustomer are investing in intelligence that connects customer signals to action, but fragmented data and weak governance remain major barriers for CX leaders.
CRM vendors are connecting customer data to AI-driven sales, marketing and analytics while addressing spending and governance. This week’s updates include HubSpot’s pricing changes, Salesforce Hunter’s Demandbase partnership and Adobe’s customer journey analytics features.
Deflection, containment, and shorter calls can make a contact center look more efficient. But if customers have to call back, switch channels, or give up, Natalie Beckerman argues that businesses have not removed effort. They have simply moved it somewhere else.
Harmony has launched as a new voice AI platform to help sales teams follow up with leads, qualify opportunities, and manage customer conversations at scale. Head of Harmony, Vitali Margolin, explains why the company is betting on specialized models rather than general-purpose AI.
This week’s WFM roundup examines how 8x8 customers are moving beyond spreadsheet planning, why Intradiem is connecting live intelligence to real-time action, and how Staffordshire Police is using Totalmobile to create a more joined-up approach to workforce rostering.
Discord has a problem in Brazil. Regulators want proof that its safety measures do what they're supposed to. Reddit's reworking its moderator tools, while Khoros and Gainsight are making it easier to connect communities with support and knowledge systems. For CX teams, there's plenty to test.
This page ranks by your follows and by movement, not by the day’s news judgment. The Briefing and Deep Briefing do the judging.
