From Notifications to Revenue Drivers: Turning Support Channels into Growth Engines
Customer messaging still serves a narrow purpose for many enterprises. It delivers appointment reminders, shipping updates, payment confirmations and service...
Nicole Willing · 24 Sept 2026
Why Claudeforce Indicates CRM Complexity Is Breaking Customer Experience
UJET CEO Vasili Triant explains why bolting AI onto CRM and ticketing stacks may add complexity instead of improving customer experience.
Nicole Willing · 23 Sept 2026
The Sale Is Not Complete Until the Payment Is Complete: Five Warning Signs the Payment Journey is Losing Customers
Contact centers spend heavily on customer journeys, designing scripts, training agents, deploying AI assistants, optimizing digital flows and measuring conve...
Nicole Willing · 22 Sept 2026
The EU AI Act Is a CX Problem Now
The EU AI Act , which came into effect on August 2, can seem like a legal or compliance issue, best handled by specialist teams or the people developing AI m...
Nicole Willing · 22 Sept 2026
The Weakest Security Link in Customer Data May Be Hiding Outside the CRM
Manchester Airport cyberattack shows how fragmented customer data can create security gaps, complicate breach response and undermine AI.
Nicole Willing · 22 Sept 2026
Contextual Messaging is the New CX Gold Standard, MMDSmart Explains
Nicole Willing speaks with Karen Krivaa, Chief Marketing Officer at MMDSmart , about why so many businesses are still struggling to turn omnichannel ambiti...
Nicole Willing · 17 Sept 2026
Cybersecurity Roundup: Who Controls the Data, Identity and AI Agents Is the New Battleground
AI agents, cloud identity tokens and data sovereignty concerns are reshaping cybersecurity as enterprises race to regain control.
Nicole Willing · 16 Sept 2026
How Customer Experience Platforms Are Becoming AI Orchestrators
The language around customer data is changing, with customer data platforms (CDPs) being positioned as foundations for AI-native operations, real-time decisi...
Nicole Willing · 16 Sept 2026
Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders
In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital , abo...
Nicole Willing · 15 Sept 2026
CRM's Next Challenge Is Making Customer Context Useful to AI Agents
PwC leaders explain how AI agents, connected data, and intelligent enterprise models are reshaping the future of CRM modernization.
Nicole Willing · 14 Sept 2026
The Next CX Security Risk May Be the AI Agent You Gave Access
AI agents are gaining access to enterprise systems. Anthropic, Concentrix, Zscaler and Proofpoint reveal the emerging CX security risks.
Nicole Willing · 10 Sept 2026
Customer Context Becomes CRM’s Next Competitive Battleground
Vendors are competing to make fragmented customer data useful, as AI agents increase demand for trusted, actionable customer context in CRM.
Nicole Willing · 9 Sept 2026
5 Questions to Ask Before You Buy an AI-Ready Customer Data Platform
The appeal of an “AI-ready customer data platform” is easy to understand. Organizations want more joined-up customer journeys, faster service, better recomme...
Nicole Willing · 9 Sept 2026
The 57% Problem: Why Omnichannel Strategy is Stalling in 2026
Omnichannel customer communication has become one of the defining priorities for organizations looking to improve customer experience, increase operational e...
Nicole Willing · 8 Sept 2026
HPE Says AI-Powered Networks Can Stop CX Failures Before They Start
HPE highlights how AI-native networking, infrastructure performance and resilience could increasingly shape customer experience.
Nicole Willing · 3 Sept 2026
Anthropic Drops Data Retention Requirement for Mythos and Fable 5.1 After Enterprise Pushback
Anthropic is adopting ZDR for Mythos and Fable 5.1 after enterprise feedback, intensifying the frontier AI data protection race with OpenAI.
Nicole Willing · 2 Sept 2026
CrowdStrike’s AI Security Push Puts Enterprise CX on Alert
CrowdStrike’s Fal.Con announcements show why AI agent security, verified identity and data protection are now vital to enterprise CX.
Nicole Willing · 1 Sept 2026
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 Sept 2026
The Gap Between AI Promise and CX Value
Anshuman Singh, Chief Executive Officer at HGS Europe, explains why AI pilots in CX stall and how AI will reshape customer experience roles.
Nicole Willing · 31 Aug 2026
CrowdStrike, Okta Warn AI Is Turning Cybersecurity Into an Enterprise Imperative Following "Mythos Moment"
CrowdStrike and Okta say AI agents are expanding enterprise risk following the "Mythos moment," making cybersecurity crucial to AI adoption.
Nicole Willing · 27 Aug 2026
8.7 Million Customers Exposed in Manchester Airport Cyberattack
Manchester Airports Group says data linked to 8.7 million customers was breached, raising the threat of phishing and identity theft.
Nicole Willing · 27 Aug 2026
Salesforce’s Claudeforce Deal With Anthropic Points to What Comes After the CRM UI
Salesforce and Anthropic launch Claudeforce, bringing Salesforce data and workflows into Claude as CRM moves beyond the traditional UI.
Nicole Willing · 27 Aug 2026
Marc Benioff Maintains "There is No SaaSpocalypse" as Salesforce Argues AI Models Need Software
Salesforce CEO Marc Benioff rejects the SaaSpocalypse narrative, arguing enterprises will consume AI through the software they already use.
Nicole Willing · 27 Aug 2026
Google’s $10MN Spirit Deal Reveals AI Is Putting a Price on Enterprise and Customer Data
Google’s $10M Spirit data deal highlights an emerging market for enterprise data as AI companies seek operational and customer information.
Nicole Willing · 26 Aug 2026
Google’s Spirit Data Deal Raises $10MN Question: Should AI Developers Be Allowed to Buy Enterprise Data for Training?
Google’s $10MN bid for Spirit Airlines data raises questions over privacy and the use of enterprise records for AI training.
Nicole Willing · 25 Aug 2026
ServiceNow On Why U.K. AI Maturity Lags Soaring Spend
ServiceNow’s Adam Spearing explains why U.K. AI investment is rising faster than maturity, and how leaders can govern AI safely at scale.
Nicole Willing · 25 Aug 2026
OpenAI's Push on Regulation Could Change How CX Teams Buy and Govern AI
OpenAI's and Anthropic's approach to AI regulation could reshape CX technology procurement, including vendor risk assessments.
Nicole Willing · 24 Aug 2026
AI Complexity Could Become a CX Problem for U.K. Businesses, Research Shows
Freshworks research finds UK IT teams are losing time and AI budget to complexity, and CX teams could feel the impact.
Nicole Willing · 21 Aug 2026
OpenAI Wants Enterprises to Trust Its Frontier Models With Sensitive Customer Data
OpenAI is previewing Private Safety Processing, allowing enterprise customers to use Zero Data Retention to protect sensitive information.
Nicole Willing · 20 Aug 2026
Why Workforce Experience Is Now a Data Protection Issue For Enterprises
AI tools are turning workforce experience into a data protection issue as employees use personal accounts, exposing sensitive customer data.
Nicole Willing · 19 Aug 2026
Concentric AI Wants to Help Enterprises Find and Secure Sensitive Data Hiding in Documents
Concentric AI’s new vision model helps enterprises find sensitive documents in images and scans as AI agents increase data security risks.
Nicole Willing · 18 Aug 2026
The 3 Security Gaps Enterprises Must Fix to Limit AI Agent Threats
Learn why perimeter security, identity verification, and data governance are critical to limiting the security risks of deploying AI agents.
Nicole Willing · 17 Aug 2026
Guardrails Won’t Always Stop Customer AI Agents. Is Your Enterprise Ready?
Autonomous AI agents can find unexpected ways around guardrails. Here’s why enterprises need stronger controls and identity security.
Nicole Willing · 13 Aug 2026
Supply Chain Attack Exposes 2,500+ Companies in Largest AI Infrastructure Breach of 2026 So Far
CloudSEK finds supply-chain attack exposed AI infrastructure credentials across 2,500+ companies, potentially leaving enterprises exposed.
Nicole Willing · 11 Aug 2026
Salesforce Says Agentforce Adoption Is Accelerating but Enterprise CX Readiness Remains in Question
Salesforce reports rapid Agentforce adoption, but data readiness and unclear AI success metrics could challenge enterprise CX teams.
Nicole Willing · 10 Aug 2026
Five Costly Mistakes Enterprises Make When Replacing a Legacy Contact Center Platform
The decision to replace a legacy contact center platform rarely comes at a convenient moment. It is usually triggered by a vendor in distress, a support cont...
Nicole Willing · 10 Aug 2026
Tropical Smoothie Cafe Uses Qualtrics to Turn Reviews Into Revenue
Chris Sasser explains how Tropical Smoothie Cafe uses Qualtrics to connect customer feedback operational speed, and sales growth.
Nicole Willing · 7 Aug 2026
AI Cybersecurity Needs Collective Defense, But Multiplying Alliances Risk Confusing Enterprise Buyers
New AI security partnerships promise faster collective defence, but enterprises need clarity as tools, coalitions and frameworks proliferate.
Nicole Willing · 6 Aug 2026
Palantir Says Sovereign AI Demand Is Climbing as Enterprises Fear Lock-In
Palantir says demand for sovereign AI is accelerating as enterprises prioritize greater control over their data and AI-driven actions.
Nicole Willing · 5 Aug 2026
ServiceNow Moves to Lock Down Enterprise AI Agents With Autonomous Security Portfolio
ServiceNow has expanded its cybersecurity portfolio to address the security risks posed by AI agents as enterprises increase deployment.
Nicole Willing · 5 Aug 2026
7 Ways Enterprises Should Strengthen AI Cybersecurity Now
AI is changing enterprise cybersecurity. Learn seven practical ways to reduce AI cyber risk and protect customer trust.
Nicole Willing · 4 Aug 2026
The AI Agent Security Risks CX Leaders Need to Address in the Wake of OpenAI and Anthropic Hacks
OpenAI and Anthropic incidents show how autonomous AI agents can reach real systems, exposing CX teams to risks around customer data.
Nicole Willing · 3 Aug 2026
Enterprises Still Running On Outdated Platforms Face Risks They Can No Longer Afford To Ignore
The contact center market has undergone significant change in recent years, prompting many enterprises to reassess the long-term viability of legacy platform...
Nicole Willing · 3 Aug 2026
The AI Personalization Trap CX Leaders Must Avoid
Kristen Zhou of Treasure AI and Guy Bourgault of Concentrix warn that AI personalization could damage customer trust without strong consent.
Nicole Willing · 30 Jul 2026
When Legacy Vendors Pull Support, Enterprise Buyers Should Rethink More Than the Replacement
With legacy vendors retiring products, here are six questions buyers should ask before choosing between legacy and AI-native platforms.
Nicole Willing · 28 Jul 2026
Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know
In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru , about the market forces reshaping contact c...
Nicole Willing · 27 Jul 2026
Security Industry Warns OpenAI-Hugging Face Incident Marks Beginning of the 'Auto-Hacking' Era
Security leaders explain why the OpenAI-Hugging Face breach changes enterprise AI security and what teams must do to govern autonomous agents
Nicole Willing · 24 Jul 2026
ServiceNow Takes CRM Fight to Salesforce as AI Strengthens SaaS Case
ServiceNow challenges Salesforce in CRM, arguing AI strengthens demand for workflow automation, data context and predictable SaaS pricing.
Nicole Willing · 23 Jul 2026
ServiceNow Goes All-In on Cybersecurity As AI Risk Keeps CEOs Awake at Night
ServiceNow says its AI Control Tower, Armis and Veza will help enterprises govern AI securely as cybersecurity becomes a major growth engine.
Nicole Willing · 23 Jul 2026
Why CX Leaders Should Stop Measuring Voice AI by Deflection Alone
Voice AI is changing the customer service conversation, but enterprises still need to be careful about how they measure success. Contact centers have long us...
Nicole Willing · 22 Jul 2026
Rogue OpenAI Agent Hacks Hugging Face: Is Your CX Team Prepared for Runaway Autonomous Agents?
OpenAI and Hugging Face disclose autonomous AI agents escape containment in unprecedented security breach, raising risks for enterprise CX.
Nicole Willing · 22 Jul 2026
Chainguard Explains Why CX Leaders Need Faster Cybersecurity Remediation
Chainguard CISO Quincy Castro explains how AI-driven vulnerability discovery is reshaping cybersecurity, remediation, and CX risk.
Nicole Willing · 22 Jul 2026
Nozomi Networks Joins Anthropic’s Project Glasswing as AI Vulnerability Discovery Raises the Remediation Challenge
Nozomi Networks joins Anthropic's Project Glasswing as AI-driven vulnerability discovery, raises cybersecurity challenges for infrastructure.
Nicole Willing · 21 Jul 2026
Cisco Makes the Case for Smaller AI in Enterprise Software Security as Antares SLMs Cut Token Costs
Cisco introduces Antares small language models for vulnerability localization, cutting token costs while keeping code on premises.
Nicole Willing · 21 Jul 2026
Avaya Ends New Sales of Agent for Desktop as Legacy Contact Center Migration Pressures Mount
Avaya is ending new sales of Agent for Desktop, prompting enterprise CX leaders to reassess legacy platforms and migration plans.
Nicole Willing · 20 Jul 2026
The CRM Stack Is Cracking, Treasure AI Warns
Treasure AI’s Rafael Flores explains why legacy CRM and CDP stacks may be too slow for AI-native customer engagement.
Nicole Willing · 20 Jul 2026
OpenAI and Microsoft Double Down Cyber Defense as Autonomous Threats Accelerate
OpenAI and Microsoft are expanding AI-powered cybersecurity capabilities as autonomous agents raise risks around prompt injection.
Nicole Willing · 16 Jul 2026
Voice AI Cannot Just Answer Calls. It Has to Resolve Them
Voice AI is becoming a more serious part of the enterprise customer service conversation. Legacy IVR systems are still frustrating and earlier versions of bo...
Nicole Willing · 15 Jul 2026
Red Hat Explains the Agentic AI Cybersecurity Risk CX Teams Can't Ignore
Red Hat's Vincent Danen explains how enterprises can secure autonomous AI agents and protect customer data as AI adoption grows.
Nicole Willing · 15 Jul 2026
Debt Collection Needs a Human Touch. SequenceShift Lets Customers Pay Privately on Any Channel
Debt collection is one of the most emotionally charged interactions a contact center handles. Unlike a retail purchase or a service query, a debt collection ...
Nicole Willing · 14 Jul 2026