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Microsoft’s Q1 2027 earnings call shows AI agents moving from workplace assistants into governed, metered business actors. For CX leaders, the decision now centers on accountability, cost control, model routing, and how autonomous work gets monitored at scale.
Sprinklr is bringing Marketing AI Agents and new AI measurement research to CXUnifiers 2026, sharpening a bigger enterprise question: can customer-facing AI turn live signals into governed action, then prove what changed for customers and the business?
ChurnZero research shows AI is influencing customer success workforce planning, but its commercial impact remains unclear. Lukas Alexander, VP of Customer Success at ChurnZero, explains why CS leaders must measure retention, capacity, and engagement before reshaping roles.
An eventful Cybersecurity Awareness Month has brought fresh vulnerabilities and urgent patching demands. For customer-facing businesses, the challenge is keeping services secure without leaving customers exposed or disrupting the experiences they depend on.
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.
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