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.
A recent warning from Contact Center AI Association President John Walter points to a sharper BIPA risk for voice AI. After May lawsuits against Big Tech and newer claims against Walmart and Lowe’s, contact center buyers need to know when call recording becomes biometric processing.
Reddit AI shopping is pulling product discovery, community opinion, and conversion closer together. That creates a huge opportunity for brands inveting in community CX as a way of boosting sales, along with a much harder problem: keeping the advice underneath it believable.
Customer data, AI agents and core CX platforms are all coming under pressure. This week saw OpenAI expand its investigation into agents accessing third-party systems and data, 40 million McDonald’s records exposed, and an AI agent breaching a customer support platform
The customer journey is evolving. Is your brand adequately prepared? As shoppers increasingly turn to AI assistants to discover and compare products, retailers cannot afford a disconnected experience once customers reach their own digital properties.
Only 6% of shoppers would buy from an unfamiliar brand on an AI recommendation alone, Bazaarvoice research finds. Retail analyst and podcast host Kiri Masters explains why reviews, customer photos, and videos remain essential trust signals in AI-led shopping journeys.
When customers are stressed, stranded, or losing revenue, CRM has to do more than hold records. Alex Fraser, VP of Customer Operations at Cox Fleet, explains how connected data, AI, agents and service partners can turn urgent contact into coordinated action and customer advocacy.
Brian Donohue, VP Product at Fin, tells CX Today how businesses should structure their growing ecosystem of AI agents, from customer-facing bots to internal copilots, without creating new data silos. He also addresses where trust in AI agents is strongest and where it still falls short.
HM Revenue & Customs has chosen Salesforce over Pegasystems in a £2.4BN contract tender for its CRM program. The decade-plus agreement adds an AI-driven customer data layer to a wider transformation of the U.K. tax authority’s contact center and digital services.
This page ranks by your follows and by movement, not by the day’s news judgment. The Briefing and Deep Briefing do the judging.
