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 · 21 Sept 2026
Why AI Recommendations Still Need Reddit
CX Today explores how Reddit discussions can expose experience gaps and inform more responsive CX decisions for brands.
Francesca Roche · 15 Sept 2026
Your Brand Has an AI Reputation. You May Not Like What It Is Saying
AI reputation is becoming a live business risk for brands as customers increasingly use large language models (LLMs) to compare products, shortlist vendors, ...
Rob Wilkinson · 14 Sept 2026
The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask
In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr , about how AI-generated answers are changing customer di...
Rob Wilkinson · 7 Sept 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 Aug 2026
Are Brands Finally Listening to Social Media Customers?
Learn how brands can use AI for social customer service while protecting trust through human judgment and governance.
Francesca Roche · 31 Jul 2026
Should Brands Label AI Content? The Transparency Debate
AI content labels are not always straightforward. Experts explain how brands can avoid misleading customers while using AI responsibly.
Francesca Roche · 28 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 · 16 Jul 2026
AI Spam Is Creating New Challenges For Social Media: What Brands Need To Know
Reddit’s recent spam data highlights why brands must rethink social media strategy, engagement metrics, and audience trust in the AI era.
Francesca Roche · 15 Jul 2026
How ODEON Cinemas is Redefining Empathetic Guest Service With Zendesk
How ODEON Cinemas used Zendesk to balance AI efficiency with empathetic, human-centred guest service at scale.
Francesca Roche · 7 Jul 2026
Is Your Travel Brand About to Become Invisible? TikTok Go Is Changing the Rules
Danielle Harvey joins CX Today to discuss how TikTok is reshaping travel, and how brands can protect relationships in a social commerce world.
Francesca Roche · 1 Jul 2026
AI-Generated Marketing Is Eroding Customer Trust. Are Brands Measuring the Wrong Things?
Brands are scaling AI content for speed, but customers increasingly distrust it — here's what leaders should measure instead.
Francesca Roche · 30 Jun 2026
Contentful's Palmata Puts Brands Back in the AI Driver's Seat
As AI reshapes customer discovery, Contentful's Palmata gives CX leaders control over their brand's AI-generated reputation.
Francesca Roche · 23 Jun 2026
Google Cloud Summit Round-Up: How Agentic AI Is Reshaping Customer Experience
From personalised banking to AI shopping assistants, Google Cloud Summit London 2026 redefines what agentic AI means for CX.
Francesca Roche · 18 Jun 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 · 17 Jun 2026
Trustpilot: Your Brand Is Invisible to AI, And Reviews Are the Fix
Trustpilot: why brands without a review presence appear in just 1% of AI answers, and how responding to feedback can push that figure to 75%
Rhys Fisher · 17 Jun 2026
WordPress VIP Argues That Saying "AI" Could Be Costing You Customers
New WordPress VIP research reveals how consumer AI backlash is affecting brand trust, sales, and digital customer experiences.
Francesca Roche · 16 Jun 2026
AI Literacy Is Becoming a Competitive Advantage for Gen Z Founders on LinkedIn
AI literacy is emerging as a core business skill for small businesses adopting AI responsibly and effectively.
Francesca Roche · 29 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 · 20 May 2026
The Online vs Offline Divide: The Gap Retailers Keep Ignoring
Discover why inconsistent digital and physical experiences continue to undermine retail customer experience strategies.
Francesca Roche · 12 May 2026
The Rise of Stress and Digital Fatigue in Brand Experiences
As Stress Awareness Month underscores rising stress levels, brands must rethink excessive communication and focus on relevance and timing.
Francesca Roche · 24 Apr 2026
US Federal Court Halts Government Action Against Anthropic as Brand Reputation Concerns Grow
A federal judge blocks the Anthropic designation and highlights the CX and brand reputation risks of government disputes.
Francesca Roche · 30 Mar 2026
WPP and Adobe Expand AI Partnership Aims to Transform Marketing Operations
Adobe and WPP expand partnership to unify AI-driven marketing, streamline workflows, and scale personalised customer experience.
Francesca Roche · 25 Feb 2026
LinkedIn Introduces SMB-Targeted Capabilities to Improve Outreach and Tackle Fragmentation
LinkedIn is helping 18 million small businesses grow with its unified platform that simplifies operations and boosts visibility.
Francesca Roche · 12 Feb 2026