Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It
Givens and Kara explain why end-to-end journey visibility keeps failing, and why buying more AI before fixing the foundations won't help.
Rhys Fisher · 13 Aug 2026
Capita CallSight Under Pressure: Can Banks Get AI Call Analysis Live Without Losing Control?
Capita CallSight might have found the perfect place to test it's pitch: financial analysis. Here's what buyers should know.
Rebekah Carter · 12 Aug 2026
Fin Operator Drives 20,000 AI Support Improvements To Free Employee Capacity
Fin’s Operator aims to optimise AI support through human-approved changes to knowledge, workflows, automations and Fin settings.
Francesca Roche · 10 Aug 2026
FullStory Customer Analytics: Can Travel Teams Fix Booking Friction Before It Costs the Sale?
FullStory AI agents and Fullstory MCP are fixing the analytics problem for travel companies worldwide.
Rebekah Carter · 2 Aug 2026
Contentsquare is Building a Single Layer for AI-Powered Customer Analytics
ContentSquare is building the complete layer for AI-powered customer analytics, can companies trust it to give them the CX insights they need?
Rebekah Carter · 26 Jul 2026
The Outbound Visibility Problem No One Talks About
Outbound teams have never had more data at their fingertips, yet many struggle to answer basic questions about campaign performance. Without a unified view, ...
Francesca Roche · 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 · 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 · 15 Jul 2026
The Way You're Measuring CX AI ROI Is Broken
Why ticket deflection is a flawed measure of CX AI ROI and what outcome-based metrics actually look like in practice.
Rhys Fisher · 19 Jun 2026
Your Customer Insights Aren’t Wrong — They’re Just Arriving Too Late to Matter
Real-time customer analytics cuts CX data latency so teams can intervene during interactions, not after churn, complaints and recontact spike.
Alex Cole · 5 Jun 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 · 28 May 2026
Capacity Launches AI Analytics Assistant As Conversational Analytics Moves Toward Predictive CX Decisioning
Capacity has launched an AI Analytics Assistant for natural-language reporting. Here’s what it signals for customer analytics & intelligence.
Alex Cole · 27 May 2026
Medallia’s Debt Scrutiny Raises A New CX Question: Can Your Customer Intelligence Platform Survive A Restructure?
Medallia’s debt is under private credit scrutiny, with restructuring scenarios reported by multiple outlets. Here’s what CX leaders should review now across customer analytics, VoC data portability, and platform risk.
Alex Cole · 26 May 2026
The Customer Analytics & Intelligence Adoption Gap: Why 'AI QA' Looks Strong in Reports but Weak on the Floor
Scorebuddy’s 2026 research shows QA coverage is rising, but frontline customer analytics & intelligence adoption lags.
Alex Cole · 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 · 7 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 · 28 Apr 2026
How to Design a Modern Customer Analytics Stack That Drives Action
Real talk: you can spend a fortune on dashboards, pipelines, and “real-time” everything… and still have a CX org that reacts slowly, argues about the numbers...
Alex Cole · 21 Apr 2026
Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse
Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it
Rhys Fisher · 16 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 · 14 Apr 2026
Why Customer Data Fails to Deliver Actionable Intelligence
Customer analytics platforms don't drive valuable decisions on their own. Here's what you need to do to activate your data.
Rebekah Carter · 8 Apr 2026
Are CX Dashboards Hiding What Actually Drives Action?
CX teams have never had more customer analytics dashboards . Most contact centers can tell you what happened yesterday, last week, and last quarter in stunni...
Alex Cole · 7 Apr 2026
Beyond the Demo: Qualtrics X4 Signals the Maturing of Experience Management
Adrian Swinscoe reports from Qualtrics X4 in Seattle, where customer stories replaced product demos — and TruGreen's CFO stole the show.
Adrian Swinscoe · 3 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 · 31 Mar 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 · 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 · 30 Mar 2026
How Do You Buy Customer Analytics Tools Without Ending Up With Expensive Shelfware? The CA&I RFP Guide for CX Teams
A practical CA&I procurement guide for CX teams: AI governance, and ROI measurement to prevent expensive shelfware.
Alex Cole · 26 Mar 2026
How Does Customer Analytics Actually Work in a Contact Center? Real-Time vs Historical Reporting, Explained for CX Teams
Learn how customer analytics works in a contact center, including real-time vs historical reporting and AI-driven customer intelligence.
Alex Cole · 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 · 26 Mar 2026
Why Can’t Most CX Teams Turn Customer Data Into Action? The 2026 Buyer’s Guide to Customer Analytics & Intelligence Tools
Turn customer data into real-time CX insight and ROI. Learn what to track, what tools to evaluate, and what matters in 2026.
Alex Cole · 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 · 23 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 · 13 Mar 2026
Your AI Agents Are Flying Blind Without Emotion Intelligence
Sentiment analysis tells you how customers feel; emotion intelligence tells you why. Here's what CX and contact center leaders need to know.
Rhys Fisher · 5 Mar 2026
How CX Leaders Can Turn Insights into Measurable Business Outcomes
Medallia's Experience event challenged CX leaders to go beyond surveys and use AI insights to drive real, measurable business transformation.
Adrian Swinscoe · 24 Feb 2026
HCLTech and Cisco Launch AI-Driven Unified Contact Center Platform For Proactive Customer Engagement
HCLTech and Cisco introduce a unified AI-powered solution for proactive engagement, automation, cloud migration, and enterprise CX.
Francesca Roche · 16 Feb 2026
Enterprise Connect 2026: Why Vegas is the CX Decision-Maker's Must-Attend Event
Enterprise Connect 2026 brings 80+ CX vendors to Las Vegas March 10-12. From AI ROI proof to agent burnout solutions, discover why this is the decision point for customer experience leaders.
Rob Scott · 9 Feb 2026
NiCE Launches Cognigy Simulator to Test and Scale AI Agents
NICE launches Cognigy Simulator, a testing and evaluation tool that helps enterprises improve AI agents for CX operations before deployment.
Francesca Roche · 21 Jan 2026
WEF Taps Salesforce EVA Agent to Orchestrate CX for 3,000 Leaders in Davos
Salesforce and the World Economic Forum launch EVA, an agentic assistant built on Salesforce Agentforce 360 for Davos 2026, using AI and Data 360 to personalise schedules, navigation, and briefing documents for 3,000 attendees and showcasing a new model for large-scale CX innovation.
Rob Wilkinson · 19 Jan 2026