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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.
ISG’s Research Director, Keith Dawson, says the contact center is becoming a customer engagement hub, forcing buyers to weigh AI governance, context, quality automation, and IT alignment alongside vendor rankings. The practical test is whether platforms now fit the operating model the business needs
This week’s customer intelligence developments show why connected signals, human judgment, and accountability now matter more than dashboards. AI can accelerate insight, but fragmented customer context still prevents organizations from making consistently better experience decisions.
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