Why Fragmented Retail Media Data Damages Customer Intelligence
Retail media networks offer brands a growing volume of campaign data, but inconsistent attribution, reporting speeds and definitions are making it harder to build a dependable customer view. CX leaders must connect these signals before investment decisions become distorted.
Francesca Roche · 11h
Heathrow, Google and the ICO on Smarter, Safer CX Data
As AI agents take on more customer-facing work, CX leaders must connect reliable data, clear consent, and governance controls. New moves from the ICO, Google and Heathrow show why explainable insights and accountable automation now determine whether personalization earns trust.
Francesca Roche · 13 Oct 2026
Redesign Not Replace: How to Prepare Your Frontline Team Successfully
SAP’s workforce AI developments and IKEA’s agent-reskilling model reveal a wider CX shift. Today, automation is taking on more routine work, while WFM leaders must build the skills, governance, and capacity plans needed to protect service and grow value.
Francesca Roche · 12 Oct 2026
Your Decision-Making Strategy is Now on a Timer
AI is becoming the customer journey’s discovery and decision layer. This week’s reports show why CX leaders need real-time, governed data, accurate product information and human escalation paths to turn automation into trusted, competitive experiences at scale.
Francesca Roche · 9 Oct 2026
Marketers Have Months Left to Spot Human Intent
AI agents are moving from simple assistants to tools that can research, compare, and potentially buy for consumers. As their use grows, marketers may struggle to tell whether clicks, traffic, and product views represent human intent or automated activity.
Francesca Roche · 8 Oct 2026
SAP Launches Autonomous CX AI Assistants at Connect 2026
SAP launches Autonomous CX assistants to connect marketing, commerce, sales, and service workflows with business data and customer context, designed to reduce CX friction. The launch comes as an index reveals 35% of consumers prefer AI recommendations to advice from friends and family.
Francesca Roche · 6 Oct 2026
Why Should You Redesign Work Before Restructuring Teams?
This week’s developments show why workforce planning must connect automation, employee capacity, governance, and customer service outcomes. CX organizations need to understand which work disappears, which moves to AI, and which still requires human judgment.
Francesca Roche · 5 Oct 2026
Only 6% Trust AI Suggestions to Make the Final Purchase Call
Only 6% of shoppers would buy from an unfamiliar brand on an AI recommendation alone, Bazaarvoice research finds. Retail analyst and podcast host Kiri Masters explains why reviews, customer photos, and videos remain essential trust signals in AI-led shopping journeys.
Francesca Roche · 2 Oct 2026
Why CX Leaders Are Connecting Signals Before Scaling AI
This week’s customer intelligence developments show why connected signals, human judgment, and accountability now matter more than dashboards. AI can accelerate insight, but fragmented customer context still prevents organizations from making consistently better experience decisions.
Francesca Roche · 1 Oct 2026
Your Enterprise May Have a Decision-Making Problem
TheyDo research shows AI is making enterprise decisions faster and more confident, but 38% of leaders report unintended CX problems. Discover why connected customer context, traceable recommendations, and decision quality are essential to protect trust.
Francesca Roche · 28 Sept 2026
Employee Experience Is the New WFM Battleground
From conversational hiring to AI readiness, this week’s WFM news highlights the changing employee experience technology landscape.
Francesca Roche · 28 Sept 2026
Why Customer Intelligence Is Dropping Dashboards
This week’s CX analytics round-up examines AI-driven intelligence, data governance, observability and the transition to real-time decisions.
Francesca Roche · 24 Sept 2026
Why AI Can Be Right and Still Get CX Wrong
Discover how human oversight can strengthen AI service performance beyond basic resolution-rate measurement.
Francesca Roche · 23 Sept 2026
Is This The End For Influencer Marketing?
As consumer scepticism rises, community commerce offers brands a more credible route to customer loyalty than paid endorsements.
Francesca Roche · 22 Sept 2026
The Three Pillars of Customer Intelligence: Context, Governance and Action
Explore this week’s customer analytics trends, from AI-driven action and unified signals to governance, context and omnichannel intelligence.
Francesca Roche · 18 Sept 2026
Why WFM Leaders Need to Measure AI-Enabled Work
Discover why AI adoption, workforce visibility, continuous coaching, and customer intelligence now matter more to WFM leaders.
Francesca Roche · 17 Sept 2026
The Agentic CX Trust Gap Is Getting Risky
Leaving AI agents unsupervised can create hidden customer risks. Learn why continuous observation must become a CX priority.
Francesca Roche · 16 Sept 2026
Why AI Recommendations Still Need Reddit
CX Today explores how Reddit discussions can expose experience gaps and inform more responsive CX decisions for brands.
Francesca Roche · 15 Sept 2026
WEM Is Entering the Era of Human-AI Workforce Orchestration
From Wipro’s 20,000 employee workforce redesign to Microsoft’s new WEM tools, AI is reshaping how businesses manage their capacity.
Francesca Roche · 11 Sept 2026
Customer Intelligence Is Entering Its Action Era
Salesforce reportedly explores a $2BN Listen Labs deal as OpenAI pushes AI safety rules and Sprinklr advances AI-powered intelligence.
Francesca Roche · 10 Sept 2026
The Human Tempo Gap: What Is It And How Can We Overcome It?
EY’s Patricia Camden explains the human tempo gap and how CX leaders can build trustworthy, customer-controlled AI experiences.
Francesca Roche · 8 Sept 2026
Can Sprinklr Customers Keep Up With Its AI-Powered CX Ambitions?
Sprinklr is scaling customer intelligence and agentic AI, yet data quality and workflow design remain critical customer hurdles.
Francesca Roche · 3 Sept 2026
New York Mets Turn to RingCentral for Cloud-Based Fan Engagement
The New York Mets are deploying RingCentral to modernize employee communications, scale sales outreach, and strengthen fan engagement.
Francesca Roche · 2 Sept 2026
The Fake Customer Problem: Can AI Influencers Undermine Community Trust?
Discover why transparent AI use matters when synthetic personas begin resembling customers, creators and independent voices in online spaces.
Francesca Roche · 1 Sept 2026
Why You Shouldn't Abandon Reactive Support For Proactive AI
Learn why excessive proactive automation can feel intrusive and how hybrid customer service models can deliver better CX.
Francesca Roche · 28 Aug 2026
“Trust Is Broken”: Why AI Shopping Must Prove Its Answers
Learn how trusted data, retrieval controls, and human handoffs can help commerce teams build more reliable AI shopping experiences.
Francesca Roche · 25 Aug 2026
AI Identity Fraud Interest Increases Almost 4,000% as Fake IDs Become Easier to Create
New research reveals a 3,826% rise in AI identity fraud searches as businesses strengthen ID verification processes.
Francesca Roche · 24 Aug 2026
How AI Can Help Small Retailers Improve Sales This Summer
Learn how small retailers can use sentiment analysis and customer feedback to compete for sales during the summer months.
Francesca Roche · 20 Aug 2026
Salesforce Expands Headless 360 to Enable Agentic CX
Salesforce expands Headless 360 with MCP, giving AI agents governed access to customer data and enterprise capabilities.
Francesca Roche · 19 Aug 2026
The Human Tempo Gap: When AI Moves Too Fast
Explore how the human tempo gap can affect AI customer experiences, trust, personalization, and customer control in high-stakes moments.
Francesca Roche · 19 Aug 2026
What Article 50 of the EU AI Act Means for European Marketing and Sales Leaders
European brands must rethink AI disclosure as Article 50 brings transparency requirements to sales, marketing and customer engagement.
Francesca Roche · 18 Aug 2026
ChatGPT vs Claude vs Copilot: Which is the Best Starting Tool for Marketing?
Which AI chatbot is best for CX marketing? Explore where ChatGPT, Claude, and Copilot support teams and where they fall short.
Francesca Roche · 17 Aug 2026
“The Train Is Coming”: Retail Loyalty’s AI Wake-Up Call
Nearly 45% of consumers discover products on social media, forcing retailers to rethink loyalty before checkout.
Francesca Roche · 14 Aug 2026
Cisco Resolves 145,000 Support Cases Using Agentic AI
Cisco says agentic AI resolved 145,000 support cases, revealing CX potential alongside mounting infrastructure and pricing pressures.
Francesca Roche · 13 Aug 2026
Can AI Make Restaurant Service More Human?
Discover how real-time AI recommendations could help restaurants grow revenue while keeping service natural, personal, and guest-focused.
Francesca Roche · 12 Aug 2026
The 98% Visibility Gap Reshaping Workforce Engagement
Explore how conversational intelligence can uncover hidden customer friction and move WFM beyond sample-based quality assurance.
Francesca Roche · 11 Aug 2026
Zuckerberg Proposes to Transform the Customer Journey with Personal AI Agents for Billions
Personal AI agents could assess offers and manage service requests, forcing brands to rethink their entire CX strategies.
Francesca Roche · 11 Aug 2026
Twilio Sees Voice AI Adoption Surge 50%+ Amid Growing CX Buyer Caution
Twilio reports 50%+ self-service voice growth, revealing how AI is moving from CX pilots toward production deployments.
Francesca Roche · 10 Aug 2026
Fin Operator Drives 20,000 AI Support Improvements To Free Employee Capacity
Fin’s Operator aims to optimise AI support through human-approved changes to knowledge, workflows, automations and Fin settings.
Francesca Roche · 10 Aug 2026
Context Decay Could Be Your AI’s Weakest Link
Learn why enterprise AI needs current business context to make reliable decisions across customer service and operations.
Francesca Roche · 6 Aug 2026
HubSpot Customer Agent Resolves 72% of Support Tickets Without Human Escalation
HubSpot reports 72% automated ticket resolution and rising Data Agent use, while customers scrutinise AI cost, reliability and value.
Francesca Roche · 6 Aug 2026
Freshworks Celebrates 90% Freshdesk Omni Migration With Autonomous Support Expansion
Freshworks advances its CX AI strategy with Freshdesk Omni, Freddy AI agents and growing autonomous customer support adoption.
Francesca Roche · 5 Aug 2026
Your Shoppers Are Rethinking Fast Fashion, What Now?
Retail shoppers demand quality and easy recovery when issues arise. Explore the CX changes brands need to make.
Francesca Roche · 4 Aug 2026
Why Forrester Believes Employee Experience Drives Better Customer Outcomes
Forrester's latest TX Score update aims to encourages CX leaders to prioritize employee experience ahead of seasonal customer demand.
Francesca Roche · 4 Aug 2026
The Meta Muse Image Paradox: Better AI Creative Equals Harder Customer Trust
Meta’s Muse Image scales AI creative, but brands need contextual governance and human oversight to maintain customer trust.
Francesca Roche · 4 Aug 2026
Reddit Believes Human Conversation Wins in the AI Era
Discover Reddit’s AI and community strategy, from safer discussions and personalised feeds to automated advertising and improved attribution.
Francesca Roche · 3 Aug 2026
Are Brands Finally Listening to Social Media Customers?
Learn how brands can use AI for social customer service while protecting trust through human judgment and governance.
Francesca Roche · 31 Jul 2026
Can Microsoft’s Governance Layer Make Customer Service AI Enterprise-Ready?
Microsoft is bringing governance to AI agents, but CX leaders still need proof of measurable service improvements.
Francesca Roche · 30 Jul 2026
Meta's Decision to Invest "Aggressively" in AI Infrastructure Raises Investor Concerns
Meta’s 3.6 billion-user ecosystem powers its AI strategy, but customer outcomes will determine its long-term commercial value.
Francesca Roche · 30 Jul 2026
How to Stop Your Sales Teams From Hurting CX
Find out why improving seller behavior could help organizations build stronger customer relationships from day one.
Francesca Roche · 29 Jul 2026
Why Burnout Is a Scheduling Problem, Not a Motivation Problem
Burnout remains a persistent challenge for modern workforces, yet continues to be misdiagnosed as a personal resilience issue. With the problem running deepe...
Francesca Roche · 29 Jul 2026
Social Media Management Has Moved On, Has Gartner?
Discover why practitioners say Gartner’s Social Media Magic Quadrant misses modern community management realities.
Francesca Roche · 29 Jul 2026
Should Brands Label AI Content? The Transparency Debate
AI content labels are not always straightforward. Experts explain how brands can avoid misleading customers while using AI responsibly.
Francesca Roche · 28 Jul 2026
How BYOB is Reshaping the Cost of Pipeline Generation
Outbound pipeline generation has long been constrained by workforce availability, with even the most advanced dialers and automation tools still relying on h...
Francesca Roche · 28 Jul 2026
Yelp Host Aims to Solve the Restaurant Industry’s Missed-Call Problem
Discover how Yelp Host connects voice AI with OpenTable, POS systems, and multilingual restaurant customer service.
Francesca Roche · 28 Jul 2026
The Agentforce Sales Lessons Every Enterprise Needs
Salesforce shares how Agentforce Sales is helping enterprises understand what AI agents need to succeed in sales.
Francesca Roche · 27 Jul 2026
RingCentral Sees AI Adoption Strengthen Customer Economics
RingCentral’s AI portfolio gains enterprise traction by combining automation, engagement intelligence and practical service improvements.
Francesca Roche · 27 Jul 2026
How to Justify AI Investments to Your CFO, According to Zendesk
Discover how you can build a strong financial business case for AI that satisfies both customer experience goals and CFOs.
Francesca Roche · 24 Jul 2026
Why are Brands Still Failing Customers with Generic AI?
Explore why bad AI experiences frustrate customers and how brands can rebuild trust through smarter CX automation.
Francesca Roche · 23 Jul 2026
Alphabet Bets on Gemini as AI Agents Resolve 75% of Google Ads Support Queries
Alphabet bets on Gemini as AI reshapes support and shopping, while investors scrutinise the cost of infrastructure investment.
Francesca Roche · 23 Jul 2026