Critical security flaws can quickly become customer experience incidents, disrupting account access, payments and support. The recent PHP flaws show why CX leaders need visibility of the technology behind customer journeys, safe patching processes and clear plans for service disruption.

Dialpad and Ada’s merger strengthens Dialpad’s agentic CX platform ambitions, but Craig Walker and Zeus Kerravala say it also points to a bigger shift: conversational AI is moving into the platforms that own customer context, communications, and outcomes.

Marketing leaders are under pressure to prove ROI across more channels than ever, and attribution is rarely as clean as it looks. In this interview, Vivien Garnès, Co-Founder & Co-CEO of Upfluence, explains how CMOs can measure what their marketing spend is really delivering.

Adobe is moving its CX Enterprise Coworker into the AI tools employees already use, while Orange France is rebuilding fulfillment execution and both Zendesk and Oracle are leaning on Gartner recognition to frame AI-led service as a buyer evaluation issue for 2027.

Retailers have spent years building for human shoppers, but AI agents ignore the traditional marketing tactics that have become commonplace. Agentic commerce expert Saurabh Pitkar sets out four fixes businesses need to implement to prepare for shopping agents.

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.

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.

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.