Gartner on CX Today
145 stories · 50 in 2026 · 15 in the last 90 days · 1 sponsored
CX Today coverage mentioning Gartner, newest first. Sponsored work is identified clearly on each story.
Gartner Warns CX AI Budgets Are Surging
Gartner says customer service AI spending rose 38%, but CX leaders now face urgent governance, ROI, and trust challenges.
Rob Wilkinson · 6 min read · 2 Sept 2026
Bill Gates AI Warning Should Shake CX Leaders
AI in CX is no longer a question of whether service teams can automate more work. Bill Gates’ latest warning about artificial intelligence points to a sharpe...
Rob Wilkinson · 6 min read · 31 Aug 2026
TTEC Digital Lands First Agentforce Contact Center Go-Live
TTEC Digital completes the first live Salesforce Agentforce Contact Center deployment with Compass, showing agentic AI’s CX potential.
Rob Wilkinson · 5 min read · 26 Aug 2026
Gartner Magic Quadrant for CRM Sales Platforms 2026: The Rundown
Gartner’s 2026 Magic Quadrant for CRM Sales Platforms ranks Salesforce and Microsoft as Leaders, while others shift position.
Rhys Fisher · 10 min read · 12 Aug 2026
The Inaugural Gartner Magic Quadrant for Customer Service Knowledge Management Systems 2026: The Rundown
Gartner's Magic Quadrant for Customer Service Knowledge Management Systems is here. Meet the Leaders, Challengers, Visionaries & Niche Players
Rhys Fisher · 6 min read · 5 Aug 2026
Amazon’s Q2 Earnings Expose the Hidden AI Cost Crisis Crippling Enterprise CX
Amazon's Q2 earnings reveal a shift to autonomous AI agents and expose the hidden inference costs crippling enterprise customer experience strategies.
Rob Wilkinson · 5 min read · 3 Aug 2026
From SaaS to Agents-as-a-Service: Microsoft’s Aims to Redefine the CX Tech Stack
Microsoft’s Q4 earnings show CX tech shifting from SaaS seats to autonomous AI agents, usage-based billing, and agent-first workflows.
Rob Wilkinson · 8 min read · 30 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 · 4 min read · 29 Jul 2026
Why the 2026 Conversational AI Gartner Magic Quadrant Doesn't Add Up
Wayne Butterfield questions the 2026 Gartner Conversational AI MQ, calls out an acquisition double standard, and shares what buyers should do
Rhys Fisher · 1 min read · 29 Jul 2026
The CX AI Risk Most Teams Still Cannot See
Gartner, CallMiner, and ServiceNow reveal why CX leaders need a stronger operating model for AI agents, customer automation, and AI risk.
Rob Wilkinson · 5 min read · 28 Jul 2026
HubSpot Takes Aim at AI Agent Sprawl
HubSpot launches Agent Hub and Agent Builder to help CX, sales, and marketing teams manage AI agents with shared CRM context.
Rob Wilkinson · 5 min read · 27 Jul 2026
Gartner to CX Leaders: Stop Treating AI Agents Like Employees
Gartner VP Analyst Kathy Ross explains why managing AI agents like human employees is a costly mistake, and who should own AI oversight.
Rhys Fisher · 1 min read · 22 Jul 2026
CX Has a Readiness Problem, Not an AI Problem
Avaya, IBM, Red Hat, and Gartner reveal why legacy CX architecture, slow security patching, and AI deployment readiness now matter most.
Rob Wilkinson · 5 min read · 21 Jul 2026
Big CX News from Gartner, Genesys, Sprinklr & IBM
The latest news and insights from the biggest vendors in the CX space, including: Gartner, Genesys, Sprinklr & IBM
Rhys Fisher · 4 min read · 17 Jul 2026
Gartner Magic Quadrant for Social Media Management and Listening 2026: The Rundown
Explore Gartner’s 2026 Social Media Management and Listening Magic Quadrant, featuring Emplifi, Sprinklr, Hootsuite, and more.
Francesca Roche · 6 min read · 13 Jul 2026
Beyond Deflection: The New Operating Model For Enterprise CX
Discover why CX leaders are swapping AI hype for structural redesigns. Learn how to update metrics, governance, and human workflows for 2026.
Rob Wilkinson · 6 min read · 24 Jun 2026
Gartner Data: 49% of U.S. Consumers Say AI Has Made Content Quality Worse
Increasingly consumers believe AI makes content worse. Explore how CMOs can combat AI-driven content skepticism and marketing fatigue.
Sean Nolan · 6 min read · 10 Jun 2026
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2026: The Rundown
Twilio and Infobip lead Gartner's 2026 Magic Quadrant for CPaaS, with Vonage returning to the Leaders quadrant and 3 vendors debuting
Rhys Fisher · 9 min read · 29 May 2026
The $735 Problem: Why Enterprise AI Governance is Set Up to Fail
New research from Gartner, TELUS Digital, and Sinch reveals why enterprise AI governance keeps failing in production
Rhys Fisher · 7 min read · 29 May 2026
Is Your Service Management Strategy Just Reacting Faster to Problems Instead of Preventing Them?
Discover why faster incident response fails and how a proactive CX service management strategy prevents issues before they impact customers.
Sean Nolan · 5 min read · 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 · 6 min read · 28 May 2026
Kore.ai Makes Its Third Wave Play, Multi-Agent Orchestration For CX
Kore.ai launches an Agent Platform to orchestrate multi-agent CX systems as the third wave of enterprise AI shifts beyond chatbots into autonomous teams.
Rob Wilkinson · 4 min read · 21 May 2026
69% of Buyers Rely on Reps to Validate AI - The Paradoxical State of Sales Technology
Gartner data reveals 69% of B2B buyers use reps to validate AI insights. Learn how to redesign AI sales technology workflows to drive growth.
Sean Nolan · 5 min read · 21 May 2026
How to Build a Revenue Engine That Aligns Marketing and Sales Instead of Forcing Them Together
Master your marketing sales alignment strategy. Build a strong revenue operations model to improve sales and marketing integration today.
Sean Nolan · 5 min read · 15 May 2026
Your Martech Stack Isn’t Driving Growth - It’s Hiding Why Pipeline Quality Is Declining
Martech stack performance can look strong while pipeline quality declines. Learn pipeline quality optimization & marketing technology ROI.
Sean Nolan · 6 min read · 1 May 2026
The AI Layoffs Debate is Far From Over: Salesforce and Gartner Challenge Job Loss Narratives
Salesforce hiring and Gartner data show AI reshaping CX roles while increasing demand for human agents in complex interactions.
Francesca Roche · 4 min read · 29 Apr 2026
Which Customer Analytics & Intelligence Events Matter Most in 2026?
The 2026 CX conferences where buyers benchmark CA&I vendors, validate real-time insight, and pressure-test AI trust, governance, and ROI.
Alex Cole · 11 min read · 23 Apr 2026
Are Sales Enablement Tools Driving Revenue or Adding Noise?
Learn how to evaluate sales enablement software with metrics that prove revenue impact, not noise. Explore this practical buyer's framework.
Sean Nolan · 5 min read · 15 Apr 2026
Is Real-Time CX Analytics Finally Delivering Actionable Insight?
Real-time CX analytics only matters if it drives action. Learn how CX teams use conversational and predictive insight to improve ROI in 2026.
Alex Cole · 6 min read · 14 Apr 2026
Gartner Warns Enterprises Against Cutting Support Teams to Fund AI
AI spending is set to double while Gartner advises enterprises to retain skilled staff for stable customer service operations.
Francesca Roche · 4 min read · 3 Apr 2026
Why Marketing Automation Fails to Drive Pipeline Growth
Marketing automation software fails when it scales volume, not relevance. Learn how AI, CRM, and CDP alignment improve pipeline quality.
Sean Nolan · 6 min read · 1 Apr 2026
What Do Customer Analytics & Intelligence Reports Say in 2026? The CX Benchmarks That Actually Matter
The key CX analytics reports shaping 2026: VoC benchmarks, sentiment and effort trends, QA coverage, containment quality and cost-to-serve.
Alex Cole · 10 min read · 31 Mar 2026
What the Latest Service Management Research & Reports Reveal About CX Reliability
Explore the latest CX infrastructure research on outages, incident management, observability, and what analysts say about CX operations.
Sean Nolan · 7 min read · 30 Mar 2026
What Are the Biggest CRM Trends 2026 Buyers Can’t Ignore If They Want Faster Growth?
CRM trends 2026 are driven by AI agents, trusted customer data, and privacy-first governance. Here’s what Discovery-stage buyers should know.
Sophie Wilson · 5 min read · 26 Mar 2026
Which Customer Analytics & Intelligence Trends Actually Matter in 2026? The Contact Center Shift to Real-Time, Predictive CX Insight
Discover the customer analytics and intelligence trends that matter in 2026 from real-time operational intelligence to predictive CX insight.
Alex Cole · 10 min read · 26 Mar 2026
What Do CRM Analyst Reports Reveal About CRM And Customer Data In 2026, And Are You Behind?
CRM and customer data are converging in 2026, as AI, automation, and analytics reshape how platforms drive real business outcomes.
Sophie Wilson · 5 min read · 26 Mar 2026
CX Teams Are Stuck In The Measurement Trap, Real-Time Intelligence Is The Exit
CX teams face a measurement trap. Learn how real-time customer intelligence and frontline decisioning can prove CX ROI and protect budgets.
Rob Wilkinson · 8 min read · 23 Mar 2026
Why CX Teams Are Cutting Back on AI Hype and Doubling Down on Governable Automation
CX teams are tired of vague AI promises. Rob Scott explains why governable automation and AI governance are now buyer priorities.
Sean Nolan · 5 min read · 19 Mar 2026
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2026: The Rundown
Gartner's 2026 Magic Quadrant for Voice of the Customer platforms is here. Discover how all 12 vendors performed and what changed from 2025.
Rhys Fisher · 8 min read · 13 Mar 2026
What Are the Top Sales & Marketing Events in 2026: Your Guide
Explore can’t-miss marketing events and sales conferences in 2026. These B2B revenue events and martech conferences are essential for CMOs.
Sean Nolan · 5 min read · 7 Mar 2026
If You Haven’t Read These 10 Sales & Marketing Reports, You’re Flying Blind
These 2026 sales & marketing reports from Gartner, Forrester, Salesforce, HubSpot, Adobe, Twilio, and Intuit turn research into action.
Sean Nolan · 6 min read · 6 Mar 2026
Contact Center Industry Reports: What Does 2026 Have in Store for CX?
What analyst research reveals about CCaaS maturity, AI ROI, workforce outcomes and security risks in enterprise contact centres.
Alex Cole · 5 min read · 15 Feb 2026
It’s a New Era for Agentic AI Risk: Are You Ready for Automation With Authority?
Excited about agentic AI? Don't start investing until you have a clear view of the agentic AI risk for CX leaders.
Rebekah Carter · 12 min read · 14 Feb 2026
Brands Ignoring Social Proof & CX Are Missing Where Trust Is Built
Social proof & CX are more intertwined than ever before. Here's how peer ecosystems shape your reputation.
Rebekah Carter · 11 min read · 10 Feb 2026
Gartner Magic Quadrant for Customer Data Platforms (CDPs) 2026: The Rundown
The 2026 Gartner Magic Quadrant for CDPs reveals a market split between platformization and agentification. Salesforce, Hightouch, Oracle, and Uniphore lead, while Tealium drops to Challenger. See the full analysis.
Rhys Fisher · 9 min read · 9 Feb 2026
AI's Broken Promise: Customer Service Automation Costs Set to Soar
Gartner warns gen AI customer service costs will hit $3 per resolution by 2030—more than offshore agents. Hidden infrastructure expenses and ending subsidies threaten ROI. What CX leaders need to know.
Rhys Fisher · 5 min read · 3 Feb 2026
The AI Bill Comes Due: Will Costs Derail CX Innovation in 2026?
How rising AI infrastructure and inference costs could threaten enterprise CX adoption and what buyers must do to prepare.
Nicole Willing · 6 min read · 30 Jan 2026
Marketers Face Higher Expectations Across Search and AI Tools, Gartner Finds
Gartner research shows how generative and agentic AI are reshaping search, personalization, and customer expectations.
Francesca Roche · 7 min read · 21 Jan 2026
What Are the CX Community Engagement Trends to Watch in 2026?
Community-led customer experience is becoming core infrastructure in 2026, driving trust, retention, and influence in AI-driven environments.
Sophie Wilson · 5 min read · 17 Jan 2026
Autonomous Agents in CX Must Balance Automation with Brand Safety Before Strategies Scale
Almost every contact center already uses AI to automate routine tasks like password resets and order status checks. But now we’re entering a new era, one def...
Rebekah Carter · 19 min read · 2 Jan 2026
The AI Transparency Crisis Putting CX, Compliance, and Trust at Risk
AI transparency is essential for regulated CX. Learn how audit-ready AI and explainability help teams prevent risk and build trust.
Rebekah Carter · 13 min read · 30 Dec 2025
CX Trends 2025 Part 3: When AI Knows You Better Than You Know Yourself: Personalization Reaches Its Inflection Point
Read CX Trends 2025 Part 3 to find out how organizations can leverage AI for deeper and more meaningful customer personalization.
Francesca Roche · 10 min read · 17 Dec 2025
AI-First CX: How Startups Are Outpacing Legacy Vendors in the Agentic Era
Explore the shift to AI-first CX and how new companies are redefining customer experience with data and automation.
Rebekah Carter · 9 min read · 4 Dec 2025
AI Hallucinations Start With Dirty Data: Governing Knowledge for RAG Agents
Learn how AI hallucination can undermine brand trust and the critical role of accurate knowledge bases in AI performance.
Rebekah Carter · 13 min read · 23 Nov 2025
What Is AI Behaviour Monitoring? A Guide for CX Leaders
Explore the challenges of AI governance oversight as enterprises rush to adopt AI while customers remain cautious and concerned.
Rebekah Carter · 14 min read · 22 Nov 2025
Big CX News from Amazon, Zoom, Gartner & Zendesk
Catch up on this week’s top customer experience news, including Amazon’s legal battle, Zoom’s small business acquisition, Gartner’s CEC 2025 report, and Zendesk phishing alerts.
Rhys Fisher · 4 min read · 7 Nov 2025
Gartner Magic Quadrant for CRM Customer Engagement Center (CEC) 2025: The Rundown
See who leads Gartner’s 2025 CRM Customer Engagement Center Magic Quadrant as AI reshapes service, automation, and customer experience.
Rhys Fisher · 6 min read · 3 Nov 2025
Smart CX Automation Starts With Smaller Steps: Learn What to Automate First
Build a CX automation strategy that drives ROI and trust. See what to automate first and how AI transforms customer experience.
Rebekah Carter · 11 min read · 31 Oct 2025
Gartner Reveals Top Tech Trends For 2026
On Monday, Gartner announced its top strategic technology trends in the CX space. The findings were revealed during Gartner’s ongoing IT Symposium/Xpo, where...
Francesca Roche · 4 min read · 22 Oct 2025
Gartner Magic Quadrant for Cloud ERP for Product-Centric Enterprises 2025: The Rundown
Oracle and Microsoft have emerged as the standout Leaders in the 2025 Gartner Magic Quadrant for Cloud ERP for Product-Centric Enterprises. The two vendors j...
Rhys Fisher · 6 min read · 21 Oct 2025