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 · 14 Sept 2026
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 Sept 2026
The AI Personalization Trap CX Leaders Must Avoid
Kristen Zhou of Treasure AI and Guy Bourgault of Concentrix warn that AI personalization could damage customer trust without strong consent.
Nicole Willing · 30 Jul 2026
Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know
In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru , about the market forces reshaping contact c...
Nicole Willing · 27 Jul 2026
Salesforce's $3.6B Fin Grab: Smart Power Move or Integration Gamble?
Simon Leyland and Zeus Kerravala on why the Salesforce-Fin deal reshapes the entire AI customer experience market.
Rhys Fisher · 22 Jun 2026
Why AI Is Not a Silver Bullet to Solve Broken Customer Journeys
AI customer journeys fail when automation is layered onto broken processes. Simon Thorpe explains why governance and workflows matter.
Nicole Willing · 17 Apr 2026
Breaking Data Silos Across Teams and Systems to Deliver Connected Customer Journeys
In this CX Today conversation, Nicole Willing speaks with Keith Wilson, Executive Director of Product Management for Customer Experience at CSG , about why f...
Nicole Willing · 7 Apr 2026