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Qualtrics’ planned XM Data & AI platform promises to help organizations simulate customer responses, predict behavior, and act before experience problems grow. Adrian Swinscoe considers the potential, and why many businesses may not yet be ready to make the leap.
ServiceNow’s AI business has crossed $1 billion in annual contract value, while its latest ITSM tools charge for individual investigations. With Q3 results due October 28, service and contact-center buyers need to know whether that spending buys lasting resolutions and more reliable operations.
Pain-led messaging has long been a go-to for sales and marketing teams, but new neuroscience research suggests that it could be time for a refreshed strategy. Allego's Deniz Olcay explains what held buyers' attention and memory longer, and what revenue teams can do with it.
Salesforce’s planned Braze acquisition, Databricks’ campaign agents, Optimove’s zero-copy audiences, and Adobe’s Alpine F1 partnership all point to the same fight: who gets to turn trusted customer data into the next action, without losing speed, relevance, or control.
Customer data is becoming more useful at the moment of action. Fullstory, Zoom, Salesforce and ChurnZero show how behavioural signals, interaction histories and real-time intelligence can help CX teams deliver better decisions, while keeping governance and human judgement in view.
CRM providers are competing to connect customer information with real-time engagement and AI-driven action, with this week’s announcements highlighting different approaches to integration, automation and control. Can businesses turn these connections into better customer experiences?
We all know that AI can make customer service quicker, but too many customers still have to repeat information when a conversation moves from a bot to an agent. Twilio’s Sam Richardson explains why context, identity, and reassurance must travel with the customer.
Forrester expects one in 20 shoppers to swap browsing for conversations with AI, and CX teams to start rehiring after two years of cuts. Its analysts spoke with CX Today to explain what the 2027 predictions mean for brands trying to earn trust, rather than just automate their way forward.
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