PwC on CX Today
9 stories · 6 in 2026 · 2 in the last 90 days · 0 sponsored
CX Today coverage mentioning PwC, newest first. Sponsored work is identified clearly on each story.
CRM's Next Challenge Is Making Customer Context Useful to AI Agents
PwC leaders explain how AI agents, connected data, and intelligent enterprise models are reshaping the future of CRM modernization.
Nicole Willing · 6 min read · 14 Sept 2026
Why PwC and OpenAI Are Betting Big on Agentic Customer Service
PwC US has launched agentic contact and service solutions with OpenAI, combining multimodal voice AI and a joint Center of Excellence.
Rhys Fisher · 4 min read · 16 Jul 2026
The Missing Link in AI Adoption? PwC’s Gamification Strategy
3. 85% of AI projects miss their targets. PwC's gamification strategy at 300,000 employees shows how enterprises can close the adoption gap.
Thomas Walker · 6 min read · 18 May 2026
Real-Time Fraud vs Real-Time CX: The Security Tradeoffs Behind Seamless Journeys
As fraud grows more sophisticated, contact centers need to use real-time risk signals to protect customers without adding friction.
Nicole Willing · 7 min read · 31 Mar 2026
Consent Is Breaking Across the Customer Journey: The Hidden Compliance Debt in Omnichannel CX
Fragmented consent across CRMs, contact centers, and AI systems exposes data privacy risks, and erodes customer trust in omnichannel CX.
Nicole Willing · 6 min read · 27 Feb 2026
AI, Data and Orchestration Mark a Turning Point for CX Growth, Research Finds
Research shows how AI, data integration, and orchestration are redefining experience-led growth in customer interactions.
Nicole Willing · 5 min read · 10 Feb 2026
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
The Data Privacy Gap: PwC on Why Brands Are Misreading Customers and How To Fix It
Brands are racing to deliver hyper-personalized experiences, using customer data to tailor every interaction—from emails and app notifications to in-store re...
Nicole Willing · 9 min read · 2 Oct 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