Why Google, Cordial and Twilio are Pushing for Smarter Visibility
Google, Cordial and Twilio are advancing a new customer intelligence model, where trusted product, profile and interaction data gives AI agents the context to make real-time decisions. But CX leaders must retain visibility, governance and clear human accountability.
Francesca Roche · 3 Nov 2026
Before Acting, Your AI Layoff Needs More Than Cost-Cutting Logic
Microsoft and Barclays are linking workforce reductions to AI-led efficiency, while Zendesk is using AI to remove internal friction. For CX leaders, the issue is not simply whether work can be automated, but whether reduced teams can protect service, capacity, and customer outcomes.
Francesca Roche · 2 Nov 2026
AI Recommendations Could Be Losing You Customers
AI assistants are influencing which brands customers consider before they visit a website, leaving businesses with less visibility into the research behind each decision. Pega’s Tara DeZao explains why real-time signals, connected data, and awareness marketing now matter more for CX.
Francesca Roche · 30 Oct 2026
Before AI Reshapes Your CS Team, Measure This
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.
Francesca Roche · 29 Oct 2026
How to Use AI to Improve CX, Not Just Reduce Costs
AI’s value in customer service may lie less in replacing people than in strengthening what they can do next. As automation handles routine enquiries, agents need the context, knowledge, and confidence to manage the complex moments that still require human judgment
Francesca Roche · 28 Oct 2026
Why Voice AI on Microsoft Teams Is Harder Than It Looks
Many organizations now use Microsoft Teams as a central employee workspace, making it an increasingly important part of their customer service technology strategy. Heedify’s Mefteh Werghemmi explains why Voice AI must hand customers to human agents with full context intact
Francesca Roche · 27 Oct 2026
How Zoom and Salesforce are Targeting a More Connected CX
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.
Francesca Roche · 27 Oct 2026
How Oracle and ServiceNow are Reshaping WFM at HR Tech 2026
This week’s announcements from HR Tech show how Oracle, ServiceNow, and Deloitte are turning workforce data into governed action. From agentic HR applications to employee-built automation and connected frontline operations, WFM leaders must balance speed, autonomy, and service quality.
Francesca Roche · 26 Oct 2026
Are Your Mobile Customers Hitting a Breaking Point?
Mobile apps and websites can appear technically healthy while customers struggle to complete basic tasks. Fullstory President Jason Wolf discusses rising rage and dead clicks, passive session time, and why behavioral intelligence must sit beside traditional performance measures.
Francesca Roche · 23 Oct 2026
The Cost of Measuring CX AI by Efficiency Alone
As AI becomes a bigger part of customer service, efficiency is a key measure of its business value. But lower costs, fewer contacts, and faster interactions do not always show whether customers received the help they needed, or whether the journey improved
Francesca Roche · 22 Oct 2026
Why Managers are the Missing Link in Enterprise AI Adoption
Organizations are accelerating AI adoption, yet successful transformation depends on more than technology. Managers and frontline teams provide the context, accountability, and empathy needed to improve employee experience without weakening customer relationships.
Francesca Roche · 22 Oct 2026
Salesforce and Accenture Lead a Busy Week for Analytical Acquisitions
This week’s CAI news shows the market moving beyond dashboards and isolated automation. Salesforce, Accenture and Kustomer are investing in intelligence that connects customer signals to action, but fragmented data and weak governance remain major barriers for CX leaders.
Francesca Roche · 20 Oct 2026
How 8x8, Intradiem and Totalmobile are Enhancing Workforce Customers
This week’s WFM roundup examines how 8x8 customers are moving beyond spreadsheet planning, why Intradiem is connecting live intelligence to real-time action, and how Staffordshire Police is using Totalmobile to create a more joined-up approach to workforce rostering.
Francesca Roche · 19 Oct 2026
The Hidden Cost of Manual Contact Center Scheduling
8x8’s WFM customer base grew by more than 170% since November 2025 as contact centres seek simpler alternatives to spreadsheet-led planning. Lisa Orford explains why AI is changing the work agents handle, and why workforce, quality, and coaching data must increasingly work together.
Francesca Roche · 16 Oct 2026
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 · 15 Oct 2026
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