Karthik Suri
Customer experience voice
10 stories · newest first · 9 in 2026 · 1 in the last 90 days
AEO Is Not SEO With a New Acronym: The Metrics CX Leaders Need to Track Now
AEO is forcing CX and marketing leaders to measure something traditional search analytics cannot fully show: whether a brand is visible, accurately described...
Rob Wilkinson · 6 min read · 21 Sept 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
Sprinklr Expands AI Capabilities to Shrink the CX Action Gap
New Sprinklr AI tools aim to help brands act faster on customer signals across workflows, helping CX teams turn insights into action.
Francesca Roche · 5 min read · 16 Jul 2026
Big CX News from Verizon, NiCE, Anthropic & Sprinklr
The latest news and insights from the world of CX and customer service, including Verizon, NiCE, Anthropic & Sprinklr
Rhys Fisher · 4 min read · 12 Jun 2026
Sprinklr Launches LLM Insights to Track and Fix How Brands Appear in AI Search
Sprinklr's new LLM Insights tool gives CX and marketing teams real-time visibility into how their brand appears in AI-generated search.
Rhys Fisher · 3 min read · 10 Jun 2026
Sprinklr Targets the CX Blind Spot With ViralMoment Deal
Sprinklr acquires ViralMoment to add video, image, and audio intelligence to its Unified-CXM platform as CX listening goes visual.
Rob Wilkinson · 5 min read · 28 May 2026
Brand Awareness Is Overrated, Sprinklr Social Index Finds
Sprinklr reveals 78% of retail brands fail to generate meaningful engagement, as high social visibility no longer guarantees brand relevance.
Francesca Roche · 5 min read · 20 May 2026Big CX News from Twilio, Salesforce, FCC, and Sprinklr
This week’s CX highlights cover Twilio’s major renewal, AI layoff debates, FCC regulations, and Sprinklr’s AI upgrades.
Francesca Roche · 4 min read · 10 Apr 2026
Sprinklr Wants CX Leaders to Trust AI Agents With Proof, Not Promises
Sprinklr’s Spring ’26 release introduces Autonomous Evaluation to validate AI agent performance and strengthen governed automation for CX teams.
Rob Wilkinson · 3 min read · 7 Apr 2026
The New CX Power Players: Why AI Leadership Is Reshaping the C-Suite
CX leaders are redefining the C-suite with AI-focused executive roles. Why is specialist AI leadership becoming essential?
Nicole Willing · 4 min read · 7 Nov 2025