Journey Orchestration
Customer Engagement & Journey Orchestration
AI Can Spot the Signal, Who Decides What Happens Next?
Amperity, Treasure AI, and Adobe are giving customer engagement teams more capable AI agents to investigate signals, personalize journeys, and speed up decisions. The catch is that brands remain responsible when an automated next step is poorly timed, irrelevant, or simply wrong.
Rhys Fisher · 20 Oct 2026
Why Customer Engagement Is Still Too Slow to Be Personal
Brands have more customer data, dashboards, and campaign tools than ever. Yet turning a useful signal into the right response can still take days, multiple systems, and several teams. Amperity’s new AI agent, Pér, highlights the challenge of acting faster without losing context, control, or trust.
Rhys Fisher · 16 Oct 2026
The AI Handoff Problem CX Leaders Need to Fix
Poor AI-to-human handoffs increase customer effort, repeat contact and frustration. Five9 outlines five practical steps that show CX leaders how to measure outcomes, connect context across channels, equip advisors and improve the transfer experience, to build a more reliable handoff model.
Nicole Willing · 16 Oct 2026
AI Agents Are Becoming the New Customer Front Door
Meta, Sierra, Stripe, Shopify, and Walmart are setting rules for personal AI agents, while Adobe, Hightouch, and Smart Communications tackle the systems behind the journey. The challenge is no longer just AI adoption, but deciding who controls the customer relationship.
Rhys Fisher · 13 Oct 2026
Why Churn is a Customer Experience Warning, Not a Metric
Churn is often treated as a retention metric to manage at the end of the customer journey. But as NRG’s Suzie Dieth explains, it can actually be an early warning that trust, clarity, or value broke down much earlier, long before a customer decides to leave.
Rhys Fisher · 12 Oct 2026
Retailers Cannot Allow WhatsApp to Become a Spam Channel
Retailers are moving toward WhatsApp and other rich messaging channels to support shopping, service, and customer loyalty. But as brands gain more ways to reach customers, the real challenge is making every message feel timely, useful, and worth opening.
Rhys Fisher · 9 Oct 2026
AI Handoffs Should Feel Seamless. Why Aren’t They?
A completed AI-to-human transfer does not guarantee a successful customer outcome, with research finding a sharp gap between organisational confidence and customer experience. Five9 explains why handoffs break down and how organisations can cut customer effort while improving resolution
Nicole Willing · 8 Oct 2026
AI Is Starting to Run Customer Journeys, Not Just Shape Them
SAP, Braze, Cisco Webex, and Lola are pushing AI from recommendations into customer actions, campaign decisions, and client conversations. But Walmart’s stance on personalized pricing shows why the next engagement battle will be fought over trust, control, and consent.
Rhys Fisher · 6 Oct 2026
AI Owns the First Interaction, But Brands Run the Customer Journey
The customer journey is evolving. Is your brand adequately prepared? As shoppers increasingly turn to AI assistants to discover and compare products, retailers cannot afford a disconnected experience once customers reach their own digital properties.
Rhys Fisher · 2 Oct 2026
Why AI Handoffs Are Still Failing Customers
Businesses are confident their AI-to-human handoffs preserve context, but customers tell a different story. Five9's Matt Ladley explains why transfers still break down, what a seamless handoff should look like, and how orchestration keeps AI and human agents working as one
Nicole Willing · 1 Oct 2026
AI Moves Customer Engagement Closer to the Customer Moment
Microsoft is putting CRM context into a proactive Copilot, Adobe is bringing real-time personalization to NHL fans, and Forrester has released its latest customer engagement Wave Report. The question is whether vendors can make customer engagement more useful without making it feel automated.
Rhys Fisher · 29 Sept 2026
Five Signs Your Payment Journey Is Losing Customers
Contact centers invest heavily in guiding customers to a buying decision, then leave them alone at the payment step. SequenceShift's Dmitri Muntean and Dan Bloy explain the warning signs that disconnected payment journeys are causing abandonment and lost revenue, and how to fix them
Nicole Willing · 22 Sept 2026
Can Adobe’s New CEO Put CX Orchestration at the Center of Its AI Era?
Adobe CEO Anil Chakravarthy comes from CX orchestration. Here’s what his appointment could mean for Adobe’s AI, data, and CX strategy
Rhys Fisher · 17 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
Customer Engagement Weekly Roundup: Sprinklr Chases the Action Layer as AI Agents Demand Better Context
This week’s customer engagement news covers Sprinklr, Tealium, LivePerson, and Monte Carlo’s latest AI and journey updates
Rhys Fisher · 15 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
Telnyx vs Sinch CPaaS: Voice AI Speed or Global Journey Control?
Telnyx vs Sinch, which option gives companies the best control plan for stronger customer journey management?
Rebekah Carter · 25 Aug 2026
Delta’s AI Ambition Puts Dynamic Pricing Back Under Scrutiny
Delta AI pricing could boost profits and improve operations, but dynamic fares are raising fresh questions around fairness and customer trust
Rhys Fisher · 24 Aug 2026
When Customer Service Doesn’t Go Swimmingly: Amazon’s Drone Delivery Blunder
Amazon’s drone delivery mishap highlights customer service technology failures, from AI drive-thrus to chatbots that get it wrong.
Rhys Fisher · 20 Aug 2026
Tata Communications' CPaaS Drives Customer Continuity
Tata Communications CPaaS combines messaging, voice, RCS and WhatsApp to help enterprises connect customer data, automation and journeys.
Sophie Wilson · 19 Aug 2026
8x8 CPaaS: The Multichannel Campaign Management Gap Retailers Can’t Afford to Ignore
8x8 CPaaS is giving retailers an impressive way to reduce abandoned carts, and improve customer experience across channels.
Rebekah Carter · 18 Aug 2026
What Anthropic’s Decart Deal Could Mean for Retail
Anthropic’s reported Decart deal could bring real-time video AI closer to retail CX, virtual try-on, and visual customer service.
Rhys Fisher · 17 Aug 2026
Banking Process Orchestration in 2026: Is Celonis Process Intelligence Setting the Pace?
Celonis Process Intelligence is helping banking teams intelligently orchestrate better journeys for their customers.
Rebekah Carter · 16 Aug 2026
Kraken Autonomous Agents Deployment: What Utilities Must Prove Before AI Goes Live
Will Kraken autonomous agents and the Kraken utilities platform change everything for utilities companies?
Rebekah Carter · 12 Aug 2026
Infobip’s AgentOS Bet: Can CPaaS Become the AI Control Layer for Customer Experience?
Infobip AgentOS connects AI agents, customer data, channels, and oversight as Infobip builds on its Gartner CPaaS leadership.
Sophie Wilson · 4 Aug 2026
Customer Journey Continuity Is Breaking Deals: Can Twilio Flex Stop the Leak?
Twilio is addressing the customer journey continuity problem with Twilio conversation orchestrator and more
Rebekah Carter · 31 Jul 2026
Why NiCE Thinks the Future of Customer Experience Is Orchestrated
The market is moving past isolated AI pilots and into a tougher phase where customer experience leaders have to rethink the operating model itself. I arrived...
Rob Wilkinson · 28 Jul 2026
Customer Journey Orchestration Is Getting Serious. Is NiCE Agentic AI Architecture Already Ahead?
Could Nice customer journey orchestration fix the awkward parts of customer journeys for growing brands? Find out here.
Rebekah Carter · 23 Jul 2026
IBM Says AI Agents Need Real-Time Data to Deliver Value
IBM is pairing watsonx Orchestrate with Confluent to give enterprise AI agents real-time, governed data and stronger control.
Rhys Fisher · 23 Jul 2026
Disney Parks and the Future of Experience-Led Retail
Disney Parks shows how MagicBand+, apps, mobile ordering, and PhotoPass shape the future of experience-led retail CX.
Alex Cole · 22 Jul 2026
Beyond the "New New": The Enduring Pragmatism of PegaWorld 2026
At PegaWorld 2026, Pegasystems doubled down on what it's always done best: measurable human and business impact.
Adrian Swinscoe · 13 Jul 2026
The End of Separate Sales and Support Journeys?
CX leaders must rethink AI as customer support, sales qualification, and revenue generation begin to merge.
Francesca Roche · 9 Jul 2026
Pitch‑Perfect CX: World Cup Lessons from Infobip’s AI Fan Companions
Are Infobip's PitchMate and RaceMate more than World Cup stunts? Discover the agentic CX patterns that can enhance customer engagement
Zeus Kerravala · 6 Jul 2026
Is Your POS Solving or Amplifying Customer Anxiety?
80% of your restaurant customers would spend more with less friction. Is your ordering system delivering that experience?
Francesca Roche · 6 Jul 2026
KAYAK Launches Ask AI to End the Chat-to-Search Disconnect
KAYAK: How behavioral data from 100,000+ monthly AI conversations shaped Ask AI, which combines conversational planning with live search
Rhys Fisher · 2 Jul 2026
Is Your Travel Brand About to Become Invisible? TikTok Go Is Changing the Rules
Danielle Harvey joins CX Today to discuss how TikTok is reshaping travel, and how brands can protect relationships in a social commerce world.
Francesca Roche · 1 Jul 2026
Is Your Omnichannel Strategy Failing Because No One Owns the Customer Journey?
Omnichannel governance fails when no one owns the customer journey. Learn how CX leaders can fix accountability, handoffs, and cross-channel CX.
Alex Cole · 1 Jul 2026
The ISG Customer Experience Management Advanced Buyers Guide 2026: 6 Top Takeaways
ISG evaluated 28 CXM vendors in its 2026 Buyers Guide. Here are the six key takeaways for contact center, customer service, and CX leaders.
Rhys Fisher · 30 Jun 2026
Datamark’s Playbook for Real-Time CX Changes
Ali Karim, VP of Solutions at Datamark, explains how to shift from static journey maps to dynamic customer journeys, plus AI adoption tips and CX metrics that matter.Copy messageFork chatDelete messageRegenerate responseEdit as PageGood response
Rob Wilkinson · 26 Jun 2026
Is Your Customer Journey Failing Because No One Owns It End-to-End?
Journey fragmentation happens when CX accountability is split. Here's how CX governance strategy fixes end-to-end ownership
Sophie Wilson · 25 Jun 2026
How Too Many Engagement Channels Are Quietly Making Customer Journeys Worse
More channels create more friction. Here's why CX simplification strategy outperforms omnichannel expansion every time
Sophie Wilson · 18 Jun 2026
Pega's Customer Engagement Studio Puts Governance at the Heart of Agentic Marketing
Pega launches Customer Engagement Studio, a governed agentic workspace that takes enterprise marketers from brief to live campaign in minutes.
Rhys Fisher · 16 Jun 2026
Pega's AI Lab Director Says Orchestration Beats Raw Agentic AI Power Every Time
Pega's AI Lab Director Peter van der Putten explains Customer Engagement Studio, and why agentic AI projects fail.
Rhys Fisher · 16 Jun 2026
Adobe Advances AI-Driven Customer Journeys with CX Enterprise Coworker
Adobe expands enterprise AI strategy with CX Enterprise Coworker for marketing automation and customer journey orchestration.
Francesca Roche · 11 Jun 2026
Your Customer Journeys Aren’t Broken - They’re Just Happening at the Wrong Time
Journeys fail when triggers fire too early or late. Learn timing intelligence, real-time signals, and how orchestration fixes it.
Sophie Wilson · 4 Jun 2026
Enterprise AI Video Has a Relevance Problem
Personalized AI video is reshaping enterprise CX by delivering relevance, engagement and measurable business value
Francesca Roche · 3 Jun 2026
Your Customer Journey Isn’t Smart. It’s Over-Engineered and Slowing Everything Down
Customer journey complexity is turning your smart orchestration plan into an overengineered mess. Here's how to fix it.
Rebekah Carter · 3 Jun 2026
Admiral Acquires Flock to Tackle CX Friction in Commercial Fleet Insurance
Admiral acquires Flock to reduce claims friction, improve transparency, and deliver more proactive customer experiences in fleet insurance.
Francesca Roche · 1 Jun 2026
The Identity Gap that Breaks Dynamic Journeys When Customers Change Devices or Channels
Dynamic customer journeys rely on identity confidence, but fragmented CRM, CDP, IAM and consent data can create friction and security risk.
Nicole Willing · 28 May 2026
Customer Journey Mapping Broke in Omnichannel. Here's What Replaces It
Customer journey mapping broke in omnichannel CX. Learn how “living journeys” and journey ops use real-time signals, governance, and orchestration to cut effort.
Rob Wilkinson · 27 May 2026
Inside Brightcove Prism: How UX Consistency Became a CX Advantage
Brightcove leaders share how Prism reshapes video workflows through customer‑led design, improving usability, consistency, and CX.
Francesca Roche · 27 May 2026
Is Your CX Strategy Just Automating Broken Journeys at Scale?
Avoid a massive customer journey optimisation failure. Learn how a proper CX orchestration evaluation mitigates automation risks.
Sophie Wilson · 27 May 2026
How to Build a Decision-Led Orchestration Engine That Adapts Faster Than Customers Change
Learn how decision-driven orchestration and event-driven architecture power adaptive CX systems that react in real time across channels.
Sophie Wilson · 20 May 2026
Salesforce and IBM Build Unified Customer Journey Platform for AusNet
Discover how AusNet has deployed a unified customer journey platform with IBM Consulting and Salesforce to streamline requests.
Nicole Willing · 19 May 2026