Brands collect more customer feedback and behavioral data than ever, yet customers still encounter disjointed journeys. Nissan’s Coralie Musy explains why the answer is not more insight, but one view of the journey, clearer ownership, and action that customers can see.

Rob Scott previews Microsoft Ignite 2026, where Microsoft must show how Dynamics 365 Contact Center, Contact Center Intelligence, voice agents, Agent 365, MCP, and consumption pricing fit together. The key question: can the strategy simplify enterprise CX, or add another layer of complexity?

Guestologie's founder and CEO Ryan Volberg explains why loyal restaurant guests drift away after perfectly good meals, and why intentional, personal recognition in the dining room can protect loyalty better than discounts, rewards, emails or dashboards alone.

A series of cyber incidents has exposed risks across customer-facing applications, financial services and critical infrastructure. From compromised business systems and a major crypto theft to attacks on refrigeration networks, the consequences reach beyond IT security to customer trust.

Sales AI cannot see the dinners, booths, and customer sites where deals are often won. Reevo's CEO David Zhu explains how instant capture can shorten sales cycles, how to handle recording consent, and why AI should take on the execution work, not the humans relationship.

New research from IPI and Talkdesk, alongside a subtle AWS workflow update, points to a practical contact center issue: automation is moving faster than the evidence layer, handoff model, and operational controls many enterprises need to prove outcomes.

Salesforce says Agentforce Coworker usage has grown 21x in three months, with new access through Microsoft Teams and a $50 per user pricing option. Analysts Zeus Kerravala and Liz Miller see a pragmatic, predictable play, but customer impact remains unproven.

Qualtrics SVP for Core AI Mark Hammond explains why customer expectations are outpacing traditional CX programs, why generic AI lacks the context to resolve issues effectively, and how simulation and structured business data can support better in-the-moment decisions.