Meta on CX Today
43 stories · 23 in 2026 · 7 in the last 90 days · 0 sponsored
CX Today coverage mentioning Meta, newest first. Sponsored work is identified clearly on each story.
Big CX News From Salesforce, Zoom, Meta and Google
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Zoom, Meta, Google
Rob Wilkinson · 3 min read · 28 Aug 2026
Meta’s $18bn Settlement Could Upend Social CX
Meta’s $18bn settlement could reshape Gen Z CX, pushing brands toward DMs, revised social SLAs, and stronger data privacy.
Rob Wilkinson · 5 min read · 27 Aug 2026Big CX News from Five9, Cisco, Meta & More
The latest and greatest news stories from the biggest vendors in the customer experience and service space, including: Five9, Cisco & Meta
Rhys Fisher · 3 min read · 14 Aug 2026
Zuckerberg Proposes to Transform the Customer Journey with Personal AI Agents for Billions
Personal AI agents could assess offers and manage service requests, forcing brands to rethink their entire CX strategies.
Francesca Roche · 4 min read · 11 Aug 2026
The Meta Muse Image Paradox: Better AI Creative Equals Harder Customer Trust
Meta’s Muse Image scales AI creative, but brands need contextual governance and human oversight to maintain customer trust.
Francesca Roche · 4 min read · 4 Aug 2026Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta
The latest and greatest news and insights from the world of CX, including RingCentral, NiCE, Microsoft, Uber & Meta
Rhys Fisher · 3 min read · 31 Jul 2026
Meta's Decision to Invest "Aggressively" in AI Infrastructure Raises Investor Concerns
Meta’s 3.6 billion-user ecosystem powers its AI strategy, but customer outcomes will determine its long-term commercial value.
Francesca Roche · 5 min read · 30 Jul 2026
Meta Has Solved Marketing's Visibility Problem – And It Starts With Community
Meta's community features give brands visibility into the conversations that were always happening — just out of reach.
Francesca Roche · 4 min read · 17 Jun 2026
Why Is Your Community Strategy Controlled by Algorithms You Don’t Own?
Learn how social media algorithms impact community growth, and how to shift from rented reach to digital audience ownership.
Sophie Wilson · 5 min read · 9 Jun 2026
Genesys Brings Voice to WhatsApp to Fix Channel-Switching
Genesys and Meta have deepened their WhatsApp partnership, unifying voice, messaging, and AI in one platform.
Rhys Fisher · 5 min read · 6 May 2026
Meta AI Business Assistant Cuts Advertiser Issue Resolution Time by 20%
Meta expands AI business assistant across advertisers, improving issue resolution speed and streamlining campaign management workflows.
Francesca Roche · 4 min read · 1 May 2026
WhatsApp Is Becoming a Contact Center – Meta's Numbers Prove It
Meta reports a 10x surge in business AI conversations on WhatsApp & Messenger. Will this impact the future of customer service channels?
Rhys Fisher · 4 min read · 30 Apr 2026Big CX News from Adobe, Salesforce, Meta & Vercel
The latest and greatest news from the world of CX and customer service, including: Adobe, Salesforce, Meta & Vercel
Rhys Fisher · 4 min read · 24 Apr 2026
Meta Is Building AI Agents From Keystrokes – Are Contact Centers Next?
Meta is training AI agents on employee keystrokes. Should contact center leaders be scrutinizing how their own vendors source training data?
Rhys Fisher · 4 min read · 22 Apr 2026
Meta Introduces Muse Spark to Strengthen AI Across Its Products
Muse Spark upgrades Meta AI with stronger reasoning, multimodal inputs, and personalised responses for daily tasks and interactions.
Francesca Roche · 4 min read · 9 Apr 2026
How AI Agents Will Reshape Customer Engagement on Social Platforms
View on YouTube . Ravi Surampudi, Senior Manager, GTM at Workday , believes the next big shift in social platforms won’t simply be about more automation — it...
Francesca Roche · 2 min read · 1 Apr 2026
Meta and Google's Legal Scrutiny Creates New Risks for Enterprise Engagement
Growing lawsuits show rising safety risks for enterprises that rely on large social platforms for communication and support.
Francesca Roche · 5 min read · 26 Mar 2026
Meta's $375MN Lawsuit Underscores the Importance of Customer Trust in Community Platforms
New Mexico jury finds Meta violated consumer protection laws, raising trust and engagement risks for businesses using its platforms
Francesca Roche · 4 min read · 25 Mar 2026
The Metaverse Is Dead, Here's What CX Actually Built
Meta has shut down Horizon Worlds. Was the metaverse a CX failure or did it manage to quietly transform the contact center?
Rhys Fisher · 5 min read · 19 Mar 2026
The California Transparency Act: What Does This Mean for CX?
The Transparency in Frontier Artificial Intelligence Act has taken effect as the first state-level AI law in the US, regulating safety and transparency in AI...
Francesca Roche · 13 min read · 3 Feb 2026
Massive Credential Leak Exposes 149 Million Stolen Logins for Gmail, Facebook, Netflix and More
Report exposing 149 million stolen credentials shows how infostealer malware and credential theft threaten customer trust and security.
Nicole Willing · 5 min read · 26 Jan 2026
A Google Calendar Invite, a Hidden Prompt, and a New Kind of AI Security Problem
Security researchers warn that AI assistants like Gemini and Copilot can be manipulated through natural language to expose sensitive data.
Nicole Willing · 6 min read · 22 Jan 2026
Omnichat Unveils Omni AI Agent Studio to Power WhatsApp Customer Interactions
Omnichat launches AI Agent Studio as brands increasingly use WhatsApp to drive customer engagement and deliver measurable results.
Nicole Willing · 4 min read · 20 Jan 2026
Meta Buys the "Hands" for its AI Brain
Meta acquires Manus AI for $2B, signaling a shift from chatbots to autonomous agents. See how this deal impacts CX, WhatsApp, and the race against OpenAI.
Rob Scott · 5 min read · 31 Dec 2025
Meta Shows How WhatsApp is Enhancing Customer Interactions to Increase Loyalty
Messaging apps like WhatsApp are transforming customer loyalty. Discover how brands like L'Occitane are leveraging conversational commerce.
Nicole Willing · 5 min read · 1 Dec 2025
Meta Introduces a Customer Service AI Agent for Facebook & Instagram, Targets SMBs with Free Trial
Meta has developed a new bot – or “Business AI” – that supports small to medium-sized businesses (SMBs) in delivering customer service. The AI agent will soo...
Charlie Mitchell · 3 min read · 7 Mar 2025
The Latest BIG News from HubSpot, Google, Salesforce, & Meta
From the launch of a new autonomous AI agent platform to another big acquisition in the CRM space, here are some extracts from our most popular news stories ...
Charlie Mitchell · 4 min read · 27 Sept 2024
Meta Goes All In on Virtual Agents with Embedded Ads & Celebrity Voices
Meta has added the capability to embed virtual agents within adverts posted on its social media platforms. As such, customers may lay a click-to-message link...
Kieran Devlin · 3 min read · 27 Sept 2024Big CX News from NICE, Zendesk, Meta & Five9
This week in CX has seen a change in leadership at NICE, a new messaging app from Zendesk and Meta, and a financial milestone for Five9. Elsewhere, US Presid...
Rhys Fisher · 4 min read · 16 Aug 2024
Zendesk Teams with Meta to Launch Customer Messaging App
Zendesk has announced an expansion of its partnership with Meta to launch a new outbound customer messaging app, Relay. Available via the Zendesk Marketplace...
Rhys Fisher · 3 min read · 14 Aug 2024
Meta Announces New WhatsApp AI Capabilities, Promises to “Get Business Done”
Meta has revealed several new WhatsApp features aimed at enhancing business-customer communications. Announced at the company’s third annual Conversations co...
Rhys Fisher · 4 min read · 7 Jun 2024
WhatsApp Business Removes Facebook Account Requirements
This week, Meta announced a roadmap of new features for its WhatsApp Business application that aims to improve the process of interacting with and redirectin...
Rory Greener · 2 min read · 28 Jun 2023
Big CX News from Cisco, Meta, Lifesize, & Twilio
Catch up on some of the biggest customer experience news stories from Cisco, Meta, Lifesize, and Twilio that you may have missed.
Charlie Mitchell · 4 min read · 19 May 2023
Meta Expands WhatsApp Customer Buying Journeys into Singapore
WhatsApp as a Business has partnered with Vonage to enable payments in Singapore, expanding on Meta’s entry into the customer buying journey space. Vonage Co...
James Stephen · 3 min read · 19 May 2023
Meta Sells Kustomer on a $250MN Valuation, Despite Acquiring the CRM Vendor for $1BN Last Year
Meta has spun out Kustomer on a $250MN valuation, which represents just a quarter of the $1BN it paid for the CRM vendor in February 2022. New investors incl...
Charlie Mitchell · 3 min read · 18 May 2023
Was Meta's CRM Mission Always Doomed to Fail?
"That is going to revolutionize our industry," said a prominent CX thought leader in 2020, when Meta – then known as Facebook – announced its intention to ro...
Charlie Mitchell · 4 min read · 4 Apr 2023
The Latest BIG News Meta, Qualtrics, and Salesforce
Watch on YouTube. CX Today’s Charlie Mitchell presents the latest trending news from the customer experience world. He’s joined by four prominent CX analysts...
Charlie Mitchell · 1 min read · 3 Apr 2023Big CX News from Microsoft, Meta, and Qualtrics
From the latest innovations with large language models to high-profile acquisitions, here are some extracts from our most popular news stories over the last ...
Charlie Mitchell · 6 min read · 21 Mar 2023
Meta Plans to Offload Kustomer After Acquiring It for $1BN Last Year
Meta is seeking to sell Kustomer, the CRM vendor it acquired for a reported $1BN in February 2022. While Meta initiated the deal in 2020, it took over a year...
Charlie Mitchell · 3 min read · 13 Mar 2023
The Metaverse, Web 3.0, and Crypto to Take a Back Seat in 2023
Towards the backend of 2021, the metaverse seemed to lose a little of its mystique. Yet, it had momentum, with many start-ups throwing their hats into the ri...
Charlie Mitchell · 4 min read · 3 Jan 2023
Consumers In Brazil Can Now Find, Message, and Buy from Businesses On WhatsApp
Meta has launched the ability for WhatsApp users in Brazil to browse businesses on the messaging app and reach out to them. Some of its partners are also tes...
Charlie Mitchell · 2 min read · 17 Nov 2022BIG CX NEWS from Avaya, Zendesk, and Meta
Welcome to our round-up of the top news in the CX space over the last seven days. The Latest on Avaya’s Restructuring Plans With revenues falling 21 percent ...
Sandra Radlovački · 2 min read · 9 Sept 2022
Meta: 1BN Users Message Businesses Across WhatsApp, Messenger, and Instagram Each Week
Meta’s business messaging offerings are hitting new highs, with its estimates suggesting that 1BN users now message companies through WhatsApp, Messenger, an...
Charlie Mitchell · 2 min read · 5 Sept 2022