IBM on CX Today
74 stories · 25 in 2026 · 8 in the last 90 days · 0 sponsored
CX Today coverage mentioning IBM, newest first. Sponsored work is identified clearly on each story.
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 · 5 min read · 6 Aug 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 · 4 min read · 23 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 Conversational AI Platforms 2026: The Rundown
Gartner has published its 2026 Magic Quadrant for Conversational AI Platforms. Discover every Leader, Challenger, Visionary, and Niche Player
Rhys Fisher · 9 min read · 15 Jul 2026
IBM and Red Hat Move Project Lightwell to Commercial Launch, Warning AI Security Risks are a “Wake Up Call” for CX Leaders
Project Lightwell's commercial launch underlines how frontier AI risks are forcing enterprises to rethink CX security and technical debt.
Nicole Willing · 9 min read · 13 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 · 9 min read · 1 Jul 2026
Is IBM's AI Killing Its Own CX Consulting?
IBM's Q1 results reveal a CX market splitting in two — AI-native tooling wins, consulting stalls. Here's what it means for you.
Thomas Walker · 6 min read · 30 Jun 2026
IBM Vs ServiceNow, Who Owns Agentic AI Governance?
IBM Guardium and ServiceNow AI Control Tower take different routes to agentic AI governance, visibility, compliance, and enterprise control.
Rob Wilkinson · 5 min read · 17 Jun 2026
Anthropic Releases Mythos-Class Claude Fable 5 as Enterprises Struggle to Govern AI Security Risk
Anthropic’s Mythos-class Claude Fable 5 launch raises enterprise AI security concerns as experts warn governance and safeguards are lagging.
Nicole Willing · 10 min read · 10 Jun 2026
The WEM Orchestration Gap No One Is Talking About
IBM's multi-agent AI push exposes a critical gap in WEM: who orchestrates your AI workforce when no one platform owns them all?
Thomas Walker · 6 min read · 2 Jun 2026
Big CX News from Zoom, Salesforce, Sprinklr & IBM
The latest news and insights from the world of CX and customer service, including Zoom, Salesforce, Sprinklr & IBM
Rhys Fisher · 4 min read · 29 May 2026
IBM and Red Hat’s $5BN Project Lightwell Open-Source Security Push Signals New CX Risk Priorities in the Mythos AI Era
IBM and Red Hat are investing $5BN in Project Lightwell to protect open-source software from AI security threats linked to Claude Mythos.
Nicole Willing · 3 min read · 29 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 · 4 min read · 19 May 2026
Vonage's 36-Hour SMS Outage Exposes a Single Point of Failure
A data center fire knocked Vonage's SMS infrastructure offline for 36 hours. We break down what happened and how enterprises should respond.
Rhys Fisher · 3 min read · 11 May 2026
Your Customer Analytics Stack Isn’t Delivering Insight – It’s Just Explaining Failure After It Happens
Most CX analytics arrives too late to prevent churn. Learn the limits of retrospective dashboards and how intelligence drives action.
Alex Cole · 6 min read · 7 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
Choosing a CX Analytics Platform? Avoid These Costly Mistakes
CIOs and CTOs are getting pulled into more customer analytics platform comparison projects than ever. The promise is always the same: better visibility, fast...
Alex Cole · 6 min read · 28 Apr 2026
How IBM Is Using the Masters to Test the Future of Fan CX
IBM has unveiled AI-powered fan experiences at the 90th Masters. Here's what the watsonx rollout means for CX and contact center leaders.
Rhys Fisher · 4 min read · 10 Apr 2026
How to Fix CRM Systems That Stall Revenue Growth
CRM modernization starts with governance, adoption, and integrations. Learn CRM transformation steps and implementation best practices.
Sean Nolan · 6 min read · 8 Apr 2026
Which Customer Analytics Use Cases Actually Improve CX? High-Impact Contact Center Workflows That Deliver Faster ROI
Explore customer analytics use cases for contact centers, from real-time alerts and QA at scale to journey friction and compliance
Alex Cole · 10 min read · 31 Mar 2026
Why Do So Many Customer Analytics Rollouts Fail? How to Deploy CA&I for Adoption, Closed-Loop Action and Measurable CX ROI
Learn how to deploy customer analytics successfully after go-live: prevent dashboard sprawl and prove customer analytics ROI.
Alex Cole · 10 min read · 30 Mar 2026
What Are The Biggest Customer Engagement Trends 2026 Buyers Can’t Ignore If They Want Happier Customers?
Customer engagement trends 2026 highlight AI, orchestration, and real-time personalization as key to delivering faster, smarter CX.
Sophie Wilson · 6 min read · 26 Mar 2026
Which Vendors Are Leading Contact Center Security in 2026? The Platforms Enterprises Trust Most
Security and compliance vendors are evolving fast. Explore the platforms and challenges shaping enterprise security and regulatory compliance.
Thomas Walker · 8 min read · 14 Feb 2026
AWS and IBM Respond to Rising Data Sovereignty Demands Across Europe
AWS and IBM unveil new data sovereignty offerings as AI and geopolitics fuel demand for tighter control over cloud data and infrastructure.
Nicole Willing · 8 min read · 16 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
Big CX News from Salesforce, AWS, Coupang & IBM
From Salesforce’s Agentforce expansion to Zendesk's collaboration with AWS to accelerate contact center adoption of AI, here are extracts from some of this w...
Nicole Willing · 3 min read · 12 Dec 2025
IBM Acquires Confluent at $11BN to Boost Real-Time Data Accessibility
The recent IBM Confluent acquisition is set to create a smart data platform for enterprise AI and improve operational efficiency.
Francesca Roche · 4 min read · 9 Dec 2025
IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services
Explore the future of travel as IBM and Riyadh Air expand partnership, creating an AI-native airline for superior customer service.
Francesca Roche · 6 min read · 8 Dec 2025
Businesses Are Still Struggling to See ROI Benefits From AI Investment, IBM and Teradata Discover
Explore the AI adoption challenge faced by UK enterprises. Discover how to overcome barriers and maximize ROI from AI solutions.
Francesca Roche · 9 min read · 30 Oct 2025
Gartner Magic Quadrant for Conversational AI Platforms 2025: The Rundown
Gartner has dropped its first Magic Quadrant study into the Conversational AI space in over two years. The report, previously known as the "Gartner Magic Qua...
Charlie Mitchell · 11 min read · 19 Aug 2025
The Top Data Analytics Service Providers Powering Smart CX
Data used to be something teams checked from time to time. Now it’s something they move forward with, thanks to the top data analytics service providers, and...
Rebekah Carter · 15 min read · 25 Jul 2025
The Best Conversational AI Solutions for the Enterprise: Market Leading Vendors
Conversational AI solutions are advancing rapidly across the customer experience space and beyond. We’re not just dealing with chatbots anymore. Today’s syst...
Charlie Mitchell · 15 min read · 23 Jul 2025
Top Conversational Intelligence Vendors: AI-Driven Insights for Smarter Enterprises
Conversations aren’t just touchpoints, they’re valuable insights into your customers, how your business runs, and what you need to improve. The top conversat...
Rebekah Carter · 14 min read · 21 Jul 2025
Top Business Intelligence Companies in 2025
In 2025, customer expectations aren’t just changing, they’re accelerating. The companies leading the way aren’t just tracking interactions. They’re building ...
Rebekah Carter · 18 min read · 17 Jul 2025
Top BPO Companies in 2025: Powering CX Transformation
The value of Business Process Outsourcing (BPO) companies has grown significantly, particularly in the contact center and customer experience landscape. Afte...
Rebekah Carter · 16 min read · 10 Jul 2025
Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) Platforms 2025: The Rundown
The Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) platforms 2025 looks remarkably similar to the previous year’s edition. While there ...
Charlie Mitchell · 11 min read · 25 Jun 2025
IBM Declares "the Era of AI Experimentation Is Over", Reveals Its Agentic AI Gameplan
As IBM Think 2025 kicks off in Boston, the tech giant has revealed its agentic AI gameplan. The gameplan is to combine hybrid technologies (both on-premise a...
Floyd March · 3 min read · 6 May 2025
Gartner Magic Quadrant for Digital Experience Services 2024: The Rundown
Deloitte leads a packed field in the 2024 Gartner Magic Quadrant for Digital Experience Services. In the top-right quadrant, it's joined by Accenture, Dentsu...
Floyd March · 6 min read · 28 Jan 2025
The Latest BIG News from Salesforce, Zoom, Twilio, & IBM
This week in CX has seen an integration expansion from Salesforce, a big CCaaS win for Zoom, a new AI release from Twilio, and an agentic AI announcement fro...
Rhys Fisher · 4 min read · 29 Nov 2024
IBM Introduces an Orchestration Tool to “Supervise” AI Agents
IBM has unveiled an orchestrator for autonomous AI agents: watsonx Orchestrate. Described by IBM as a "supervisor of how work gets done", the tool acts as th...
Rhys Fisher · 2 min read · 25 Nov 2024Big CX News from AWS, Snapchat, Sprinklr & IBM
This week, in the customer experience space, we've seen a fresh step-by-step enhancement from AWS, a collaboration between Snapchat and Sprinklr, IBM being a...
Rhys Fisher · 4 min read · 28 Jun 2024
Gartner Magic Quadrant for Analytics and Business Intelligence (ABI) Platforms 2024
The Gartner Magic Quadrant for Analytics and Business Intelligence Platforms 2024 is here. On its release, the report sheds light on a space undergoing signi...
Charlie Mitchell · 12 min read · 25 Jun 2024
IBM & Kyndryl Sued for Age Discrimination...Again
IBM and its spin-off IT infrastructure provider Kyndryl are being sued for age discrimination. Five senior executives from both companies brought forward the...
Rhys Fisher · 4 min read · 24 Jun 2024
McDonald’s Abandons AI for Drive-Thru Orders – What’s Next for Fast-Food CX?
McDonald’s has announced that it is discontinuing its AI drive-thru ordering experiment. Having struck a partnership with IBM in 2021, the fast-food behemoth...
Rhys Fisher · 4 min read · 18 Jun 2024
IBM and Adobe Combine to Help Businesses Maximize Their GenAI Offerings
IBM and Adobe have announced a “unique alliance” of their tech solutions, as the two firms look to assist their clients with generative AI (GenAI) adoption. ...
Rhys Fisher · 4 min read · 23 May 2024
Salesforce and IBM Strengthen Partnership, Target AI and Data Improvements
Salesforce and IBM have announced an expansion of their strategic partnership. The two tech titans believe that the collaboration will deliver “greater custo...
Rhys Fisher · 4 min read · 22 May 2024
IBM and SAP Team Up to Launch Fresh GenAI and Cloud Capabilities
IBM and SAP have announced plans to expand their existing collaboration to help deliver superior client productivity and innovation. With generative AI (GenA...
Rhys Fisher · 4 min read · 10 May 2024
Bakstage.AI Leverages IBM AI to Better Personalize Bot-Driven Customer Conversations
Video customer communications specialist Bakstage.AI has announced the integration of an IBM AI solution that will help "inject even more personalization" in...
Rhys Fisher · 3 min read · 10 Apr 2024
Gartner Magic Quadrant for Strategic Cloud Platform Services 2023
As businesses experiment more with AI, integrate SaaS platforms, and strive to lower maintenance work, the public cloud has become many organizations’ infras...
Charlie Mitchell · 6 min read · 15 Jan 2024
The Latest BIG News from RingCentral, Twilio, OpenAI, & IBM
From a massive CCaaS deal to a cutting-edge GenAI virtual agent use case, here are some extracts from our most popular news stories over the last seven days....
Charlie Mitchell · 4 min read · 10 Nov 2023
NatWest Augments Its Virtual Agent with Generative AI
NatWest has augmented its virtual agent – "Cora" – with generative AI (GenAI) to increase the scope of the conversations it has with customers. Working with ...
Charlie Mitchell · 3 min read · 6 Nov 2023The Latest BIG News from Vonage, Twilio, Avaya, AWS, & IBM
From a regulation breach to a massive, expanded CX partnership, here are some extracts from our most popular news stories over the last seven days. Vonage & ...
Charlie Mitchell · 4 min read · 23 Oct 2023
AWS and IBM Team Up on Contact Center Generative AI & More
IBM has expanded its partnership with AWS to support more mutual clients as they operationalize generative AI (GenAI). For starters, this will focus on the d...
Charlie Mitchell · 3 min read · 19 Oct 2023
Gartner Peer Insights “Voice of the Customer” for Enterprise Conversational AI Platforms 2023
Gartner Peer Insights is a verified review service for business tech buyers. Following an 18-month period – ending in June 2023 – Peer Insights published 866...
Charlie Mitchell · 8 min read · 18 Sept 2023
Gartner RPA Magic Quadrant 2023: The Latest Updates
The Gartner RPA Magic Quadrant for 2023 has finally been released. Offering an insight into the major players of the evolving Robotic Process Automation spac...
Rebekah Carter · 10 min read · 21 Aug 2023
Customer Experience Tumbles Down the C-Suite Priority List, Finds IBM Research
Research by IBM into CEO decision-making suggests that customer experiences are no longer such a top priority. Productivity and profitability, alongside tech...
James Stephen · 3 min read · 18 Jul 2023
The Wildest Week In Customer Experience AI… So Far
Since the launch of ChatGPT, AI has made mainstream media headlines week after week. The momentum seems unstoppable, following another swirl of stories in th...
Charlie Mitchell · 5 min read · 17 Jul 2023
Gartner Magic Quadrant for Analytics and Business Intelligence Platforms 2023
Discover the Leaders, Challengers, Visionaries, and Niche Players in the Gartner Magic Quadrant for Analytics and BI Platforms 2023.
Charlie Mitchell · 12 min read · 19 Apr 2023
Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023
Gartner has unveiled its much-anticipated 2023 Magic Quadrant report for Enterprise Conversational AI Platforms. The release comes amid surging interest in t...
Charlie Mitchell · 11 min read · 10 Mar 2023