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
CX Awards 2026 Finalists Revealed: See The Full Shortlist
The official finalists for the CX Awards 2026 have been revealed. As the market shifts from experimental hype to proven ROI, this exciting shortlist highlights the platforms that are successfully turning customer ambition into measurable business impact.
Sean Nolan · 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
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
Salesforce Loops Deal Targets CX Problems Before They Hit
Salesforce’s latest acquisition points to a bigger ambition for Tableau and Agentforce. The vendor is helping businesses identify the causes of customer experience failures, rather than simply measuring their effects. But can enterprises trust AI to recommend the next move?
Rhys Fisher · 13 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
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
Turning Teams Recordings into Conversation Intelligence
Compliance-grade recording was never meant to just sit in an archive. Once it's in place, it becomes the raw material for insight that most organisations aren't yet using, from customer sentiment to agent performance and the patterns hiding inside thousands of everyday conversations
Marcus Law · 7 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
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
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
From Teams Recording to Conversation Intelligence: How Organisations Can Get More from Every Call
Marcus Law speaks with Guy Yaffe, VP of Interaction Recordings at AudioCodes , about the changing enterprise recording market and why native recording alone ...
Marcus Law · 23 Sept 2026
AEO Is Not SEO With a New Acronym: The Metrics CX Leaders Need to Track Now
AEO is forcing CX and marketing leaders to measure something traditional search analytics cannot fully show: whether a brand is visible, accurately described...
Rob Wilkinson · 21 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
Your Brand Has an AI Reputation. You May Not Like What It Is Saying
AI reputation is becoming a live business risk for brands as customers increasingly use large language models (LLMs) to compare products, shortlist vendors, ...
Rob Wilkinson · 14 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 Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask
In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr , about how AI-generated answers are changing customer di...
Rob Wilkinson · 7 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
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
Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It
Givens and Kara explain why end-to-end journey visibility keeps failing, and why buying more AI before fixing the foundations won't help.
Rhys Fisher · 13 Aug 2026
Can CallMiner Eureka Turn Conversations Into CX Action?
Can CallMiner Eureka turn every customer conversation into CX action? A buyer review of its AI analytics, QA, coaching, and automation.
Alex Cole · 11 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
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
FullStory Customer Analytics: Can Travel Teams Fix Booking Friction Before It Costs the Sale?
FullStory AI agents and Fullstory MCP are fixing the analytics problem for travel companies worldwide.
Rebekah Carter · 2 Aug 2026
Contentsquare is Building a Single Layer for AI-Powered Customer Analytics
ContentSquare is building the complete layer for AI-powered customer analytics, can companies trust it to give them the CX insights they need?
Rebekah Carter · 26 Jul 2026
Stop Asking for Feedback: How Context-Aware Listening Replaces the Survey Link
For years, the survey link gave brands a simple way to ask customers what happened. But simplicity has come at a cost. Feedback is often delayed, disconnecte...
Rob Wilkinson · 22 Jul 2026
Why “How Was Your Flight?” Now Defines Airline Loyalty
Explore why airline customer experience is becoming a defining factor in passenger loyalty and repeat bookings.
Francesca Roche · 21 Jul 2026
The Outbound Visibility Problem No One Talks About
Outbound teams have never had more data at their fingertips, yet many struggle to answer basic questions about campaign performance. Without a unified view, ...
Francesca Roche · 21 Jul 2026
Sprinklr Expands AI Capabilities to Shrink the CX Action Gap
New Sprinklr AI tools aim to help brands act faster on customer signals across workflows, helping CX teams turn insights into action.
Francesca Roche · 16 Jul 2026
The Survey Link Is Dead - Long Live the Survey
The survey link is losing ground, and CX leaders know it. Response rates are falling, context is disappearing, and teams are left trying to make decisions fr...
Rob Wilkinson · 15 Jul 2026
Genesys Report Reveals CX Loyalty Is Now At Make-or-Break
Customer expectations have never been higher, with Genesys revealing rising pressure on brands to deliver seamless AI-enabled service.
Francesca Roche · 14 Jul 2026
Death of the Survey Link: The Future of Customer Feedback Is Conversational
Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal ...
Rob Scott · 8 Jul 2026
Beyond CSAT and AHT: The New Metric Stack for AI‑Driven CX
As CX leaders race to roll out automation, one reality is getting harder to ignore: traditional contact center metrics were built for a world of human produc...
Rob Wilkinson · 6 Jul 2026
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
Jeannie Walters and Dr. Alyona Medelyan analyze nearly 2,000 airline reviews to reveal why airline CX breaks down.
Rhys Fisher · 2 Jul 2026
Can You Trust Your Customer Data Enough to Base Decisions on It?
Learn how to fix CX data governance, reduce inconsistency, and build analytics your leaders will actually act on.
Alex Cole · 1 Jul 2026
How To Fix Customer Identity Gaps That Break Every Analytics Model You Build
Learn how to fix customer identity resolution, unify customer profiles, and improve CX data integration across systems
Alex Cole · 29 Jun 2026
Why Does Your Customer Data Get Bigger While Your Decisions Get Worse?
Learn how to cut signal from noise, govern CX analytics definitions, and build a customer data strategy that improves outcomes.
Alex Cole · 29 Jun 2026
From Reactive to Predictive: How VoC Data Is Changing the Outsourcing Conversation
Voice of Customer data has become a staple of modern customer experience programs, yet many organizations continue to struggle to turn feedback into meaningf...
Francesca Roche · 25 Jun 2026
The Way You're Measuring CX AI ROI Is Broken
Why ticket deflection is a flawed measure of CX AI ROI and what outcome-based metrics actually look like in practice.
Rhys Fisher · 19 Jun 2026
From Technical Win to Budget Approval: Making CX Purchases CFO-Ready
Techtelligence data shows finance-framed tech content earns 2.6x reach. Learn how IT leaders build a CFO-ready business case & CX ROI model.
Sean Nolan · 18 Jun 2026
Why Enter the CX Awards in 2026? The Market Demands Proof.
The market demands proof, not promises. Complete your CX Awards registration today to showcase your customer experience excellence to buyers.
Rob Scott · 18 Jun 2026
Sprinklr Launches LLM Insights to Track and Fix How Brands Appear in AI Search
Sprinklr's new LLM Insights tool gives CX and marketing teams real-time visibility into how their brand appears in AI-generated search.
Rhys Fisher · 10 Jun 2026
Your Customer Insights Aren’t Driving Action. They’re Arriving After the Opportunity Has Gone
Your customer insights aren't driving action. Why? You're suffering from a customer analytics execution lag.
Rebekah Carter · 9 Jun 2026
CX Awards 2026 - Where Outcomes Get Recognized
CX Awards 2026 returns to recognize the platforms, leaders, and innovations delivering real customer experience outcomes & AI innovation.
Rob Scott · 8 Jun 2026
Your Customer Insights Aren’t Wrong — They’re Just Arriving Too Late to Matter
Real-time customer analytics cuts CX data latency so teams can intervene during interactions, not after churn, complaints and recontact spike.
Alex Cole · 5 Jun 2026
Sprinklr Targets the CX Blind Spot With ViralMoment Deal
Sprinklr acquires ViralMoment to add video, image, and audio intelligence to its Unified-CXM platform as CX listening goes visual.
Rob Wilkinson · 28 May 2026
Is Your Customer Analytics Strategy Just Making Bad Decisions Look More Data-Driven?
Many CX analytics programmes validate assumptions instead of improving judgement. Learn how decision intelligence reduces bias.
Alex Cole · 28 May 2026
Capacity Launches AI Analytics Assistant As Conversational Analytics Moves Toward Predictive CX Decisioning
Capacity has launched an AI Analytics Assistant for natural-language reporting. Here’s what it signals for customer analytics & intelligence.
Alex Cole · 27 May 2026
Medallia’s Debt Scrutiny Raises A New CX Question: Can Your Customer Intelligence Platform Survive A Restructure?
Medallia’s debt is under private credit scrutiny, with restructuring scenarios reported by multiple outlets. Here’s what CX leaders should review now across customer analytics, VoC data portability, and platform risk.
Alex Cole · 26 May 2026
How to Build a Customer Intelligence Engine That Predicts Behavior Instead of Reporting It
Build customer intelligence platforms using real-time data, behavioural analytics and decision intelligence to drive proactive CX actions
Alex Cole · 22 May 2026
Qualtrics Closes $6.75BN Press Ganey Forsta Acquisition to Expand AI-Powered XM in Healthcare and Beyond
Qualtrics has completed its $6.75BN acquisition of Press Ganey Forsta, expanding its AI-powered XM platform with major healthcare datasets.
Nicole Willing · 19 May 2026