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Also this week8 more stories from the last 7 days
Journey OrchestrationinterviewWhy Customer Feedback Still Fails to Fix the Journey6 Nov 2026CX AIinterviewBeyond Customer Support: How CX Can Drive Engagement and Retention9 Nov 2026CX AInewsDialpad-Ada Deal Signals a Conversational AI Reset4hCX AIinterviewWhat Businesses Must Fix Before AI Agents Do the Shopping10 Nov 2026Agent ExperienceinterviewYour Restaurant Managers Are the Key to Guest Retention6 Nov 2026Revenue TechinterviewHow Sales AI Can Capture Value From In-Person Meetings5 Nov 2026Revenue TechinterviewHow Marketing Leaders Can Prove ROI in the Creator Economy7hCX TrustinterviewWhy CX Leaders Need to Treat Security Patching as a Priority1h
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more to explorethe latest from the newsroom
CRM & Data · 10 Nov 2026Buyers Face the Customer Data Challenge Behind CRM's AI Race
As AI reshapes CRM and customer engagement, vendors are focusing on the data foundations needed to make it work. This week's developments highlight growing investment in customer intelligence, identity resolution, predictive analytics and the governance needed to turn insight into action.
CX AI · 9 Nov 2026Would You Let AI Do Your Shopping? Only 13% Would Hand It All Over
Our LinkedIn poll suggests the barrier to agentic commerce isn't what the technology can do – it's whether customers trust it with their money. Only 13% would hand their shopping over to an AI agent entirely. Nearly half are open to an agent, but only with guardrails.
CX AI · 9 Nov 2026Five9 Buys Level AI for $325MN to Take CX AI to the Next Level
Five9’s $325MN acquisition of Level AI adds conversation intelligence, agent assistance and automation capabilities that can be sold independently of its CCaaS platform, as major CX vendors pursue AI specialists to broaden their reach and deepen their technology stacks.
Contact Center · 9 Nov 2026Average Handle Time Rose and Nobody Complained. Why?
As AI takes the simple requests, advisors are left with longer, higher-value conversations. Cresta’s Devon Mychal explains why handle time is losing its grip as the measure of success, and how one customer cut inbound volume by two-thirds while its NPS rose 50 points.
CX AI · 9 Nov 2026Beyond Customer Support: How CX Can Drive Engagement and Retention
Support teams are often measured on tickets closed, yet Mindvalley's Li Shin Tan sees every conversation as an early warning on churn. She explains how AI and analysis turn support data into real product fixes, and why trust must limit AI-led retention.
CRM & Data · 7 Nov 2026AI Can Build the Dashboard But Does Your Business Understand Its Data
Businesses investing in AI-powered analytics may be overlooking the fundamental challenge around collating the data those tools need to deliver useful answers. Connecting fragmented systems and establishing consistent metrics can help businesses turn customer data into better decision-making.
Journey Orchestration · 6 Nov 2026Why Customer Feedback Still Fails to Fix the Journey
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.
Contact Center · 6 Nov 2026Microsoft Ignite 2026: 7 Questions for CX Leaders
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?
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