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.
This week’s service management news is exposing the gap between a green status page and a broken customer journey. Cloudflare, Fastly, Atlassian, Twilio, and GitHub are all tackling different parts of the same problem: seeing the delivery path, explaining failures, and keeping automation in check.
ASOS, Anthropic, Microsoft, Cloudflare, IBM and Red Hat all made cybersecurity headlines this week that point to the common challenge for customer experience teams in keeping customer data and connected systems secure as technology becomes more autonomous.
Retailers are moving toward WhatsApp and other rich messaging channels to support shopping, service, and customer loyalty. But as brands gain more ways to reach customers, the real challenge is making every message feel timely, useful, and worth opening.
AI is becoming the customer journey’s discovery and decision layer. This week’s reports show why CX leaders need real-time, governed data, accurate product information and human escalation paths to turn automation into trusted, competitive experiences at scale.
Enterprises may not find their AI advantage in the latest model. It could be buried in years of proprietary CRM data. John Cheney, CEO Founder and Founder at WorkBooks, explained how AI can help businesses clean up that data and turn internal knowledge into a competitive asset.
NTT DATA surveyed 2,160 consumers and businesses across the UK and Ireland on AI in customer service. Sashen Naidu of NTT Data explains why the findings challenge assumptions and reveal businesses may be more out of step with customer expectations than they realize.
Twilio’s Peter Bell says voice is becoming a natural interface for urgent, high-context customer moments. But as UK consumers talk more than they type, CX teams must decide where voice removes friction and where it risks recreating old IVR pain again.
AI agents are moving from simple assistants to tools that can research, compare, and potentially buy for consumers. As their use grows, marketers may struggle to tell whether clicks, traffic, and product views represent human intent or automated activity.
This page ranks by your follows and by movement, not by the day’s news judgment. The Briefing and Deep Briefing do the judging.
