Can Adobe’s New CEO Put CX Orchestration at the Center of Its AI Era?
Adobe CEO Anil Chakravarthy comes from CX orchestration. Here’s what his appointment could mean for Adobe’s AI, data, and CX strategy
Rhys Fisher · 17 Sept 2026
Customer Engagement Weekly Roundup: Sprinklr Chases the Action Layer as AI Agents Demand Better Context
This week’s customer engagement news covers Sprinklr, Tealium, LivePerson, and Monte Carlo’s latest AI and journey updates
Rhys Fisher · 15 Sept 2026
Contact Center Weekly Roundup: Zendesk Targets Language Barriers as AI Control Wars Heat Up
This week’s contact center news includes Zendesk voice translation, Genesys AI orchestration, RingCentral’s Mets deal, and Verint research
Rhys Fisher · 10 Sept 2026
Delta’s AI Ambition Puts Dynamic Pricing Back Under Scrutiny
Delta AI pricing could boost profits and improve operations, but dynamic fares are raising fresh questions around fairness and customer trust
Rhys Fisher · 24 Aug 2026
Big CX News from Salesforce, Stripe, OpenAI & Anthropic
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Stripe, OpenAI, Anthropic
Rhys Fisher · 21 Aug 2026
When Customer Service Doesn’t Go Swimmingly: Amazon’s Drone Delivery Blunder
Amazon’s drone delivery mishap highlights customer service technology failures, from AI drive-thrus to chatbots that get it wrong.
Rhys Fisher · 20 Aug 2026
What Anthropic’s Decart Deal Could Mean for Retail
Anthropic’s reported Decart deal could bring real-time video AI closer to retail CX, virtual try-on, and visual customer service.
Rhys Fisher · 17 Aug 2026
Why Deep Specialism Beats Generalist AI in CX
Will AI agents trigger a SaaS collapse? Discover why deep workflows, enterprise data, and specialist platforms still matter.
Adrian Swinscoe · 4 Aug 2026
Avaya Names New CEO – Can He Keep Up with Agentic AI?
Avaya has named Jeff Clarke CEO. Can he protect its enterprise contact center base while keeping pace with agentic AI?
Rhys Fisher · 3 Aug 2026Big CX News from RingCentral, NiCE, Microsoft, Uber & Meta
The latest and greatest news and insights from the world of CX, including RingCentral, NiCE, Microsoft, Uber & Meta
Rhys Fisher · 31 Jul 2026
Ericsson Appoints New Vonage CEO to Accelerate Its Turnaround
Ericsson has named Christophe Van de Weyer as Vonage CEO, tasking the former API leader with accelerating CPaaS and network API growth.
Rhys Fisher · 23 Jul 2026
IBM Says AI Agents Need Real-Time Data to Deliver Value
IBM is pairing watsonx Orchestrate with Confluent to give enterprise AI agents real-time, governed data and stronger control.
Rhys Fisher · 23 Jul 2026
Beyond the "New New": The Enduring Pragmatism of PegaWorld 2026
At PegaWorld 2026, Pegasystems doubled down on what it's always done best: measurable human and business impact.
Adrian Swinscoe · 13 Jul 2026
Meta Brings AI Business Agent to WhatsApp to Power 24/7 Customer Service
Meta's WhatsApp AI Business Agent handles queries, bookings, and lead qualification 24/7 — here's what it means for your CX strategy.
Rhys Fisher · 8 Jul 2026
Pitch‑Perfect CX: World Cup Lessons from Infobip’s AI Fan Companions
Are Infobip's PitchMate and RaceMate more than World Cup stunts? Discover the agentic CX patterns that can enhance customer engagement
Zeus Kerravala · 6 Jul 2026
The ISG Customer Experience Management Advanced Buyers Guide 2026: 6 Top Takeaways
ISG evaluated 28 CXM vendors in its 2026 Buyers Guide. Here are the six key takeaways for contact center, customer service, and CX leaders.
Rhys Fisher · 30 Jun 2026
Genesys Acquires Pinkfish to Close the Contact Center Automation Gap
Genesys has acquired agentic orchestration firm Pinkfish, aiming to help contact centers move from customer conversation to enterprise action
Rhys Fisher · 30 Jun 2026
Your Customer Journeys Aren’t Broken - They’re Just Happening at the Wrong Time
Journeys fail when triggers fire too early or late. Learn timing intelligence, real-time signals, and how orchestration fixes it.
Sophie Wilson · 4 Jun 2026
Gartner Magic Quadrant for Communications Platform as a Service (CPaaS) 2026: The Rundown
Twilio and Infobip lead Gartner's 2026 Magic Quadrant for CPaaS, with Vonage returning to the Leaders quadrant and 3 vendors debuting
Rhys Fisher · 29 May 2026
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
Openreach's NPS was below zero. Missed appointments were rife. Here's how NiCE Cognigy's proactive AI agents turned that around.
Rhys Fisher · 21 May 2026
Intercom Wants to End the Support-to-Sales Handoff Problem
Intercom's Fin for Ecommerce merges shopping assistance and customer support in a single AI agent for Shopify merchants.
Rhys Fisher · 8 May 2026Big CX News from ServiceNow, Five9, Twilio & Microsoft
The latest and greatest news from the world of CX and customer service, including: ServiceNow, Five9, Twilio & Microsoft
Rhys Fisher · 8 May 2026
Google Cloud Powers Hyper-Personalized Shopping for OTB’s Fashion Brands
Google Cloud's Virtual Try-On API is now live across Diesel and Jil Sander, helping to deliver hyper-personalized shopping experiences.
Rhys Fisher · 7 May 2026
Genesys Brings Voice to WhatsApp to Fix Channel-Switching
Genesys and Meta have deepened their WhatsApp partnership, unifying voice, messaging, and AI in one platform.
Rhys Fisher · 6 May 2026
The Deflection Trap: Why Routing Metrics Don’t Equal Resolution
On paper, the numbers look good. Call volumes are down. Self-service containment is up. Average handle time is improving. For many CX leaders, these signals ...
Rob Wilkinson · 5 May 2026
The AI Fix for Disappearing Customer Journeys
In today's always-on world, customers don't think in channels – they think in outcomes. They want a simple question answered quickly, changes made without fr...
Christopher Carey · 29 Apr 2026
Amazon Connect Is Now Amazon Connect Customer – The Name Change Is Only Part of the Story
AWS has rebranded Amazon Connect as Amazon Connect Customer, expanding the platform into a family of four agentic AI solutions.
Rhys Fisher · 29 Apr 2026
Microsoft Deploys Three AI Agents to Automate Contact Center Operations
Microsoft has launched three new AI agents in Dynamics 365 Contact Center: Customer Assist, Quality Assurance, and Service Operations
Rhys Fisher · 28 Apr 2026
Are You Buying CX Tools Instead of Fixing Orchestration?
Buying more CX tools can worsen fragmentation. Learn how orchestration fixes shared context, next best action, and activation.
Sophie Wilson · 27 Apr 2026Big CX News from Adobe, Salesforce, Meta & Vercel
The latest and greatest news from the world of CX and customer service, including: Adobe, Salesforce, Meta & Vercel
Rhys Fisher · 24 Apr 2026
Achieving AI ROI: From GenAI Experiments to Agentic Impact
In 2026 organizations will be expecting to see a return on investment from the GenAI tools they’ve invested in recent years, especially as they look at build...
Nicole Willing · 22 Apr 2026
Five Adobe Summit Announcements Every CX Leader Should See
From an AI coworker to brand visibility in the age of AI search, here are the 5 Adobe Summit 2026 announcements CX teams need to know about.
Rhys Fisher · 20 Apr 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
The Verdict Is In: Ticketmaster's Monopoly Cost Fans More Than Money
A jury ruled Ticketmaster operated an illegal monopoly. We break down what real competition could mean for the fan experience.
Rhys Fisher · 16 Apr 2026
How IBM Is Using the Masters to Test the Future of Fan CX
IBM has unveiled AI-powered fan experiences at the 90th Masters. Here's what the watsonx rollout means for CX and contact center leaders.
Rhys Fisher · 10 Apr 2026
Are Customer Communities Your Most Overlooked Revenue Driver?
Discover how customer communities drive retention, expansion, and measurable CX outcomes through CRM integration and data models.
Sophie Wilson · 9 Apr 2026
Why NFL Teams Are Struggling with Fan Engagement, And How to Fix It
Amperity's co-founder and CTO breaks down the messy reality of sports fan data, and how agentic AI is changing what teams can actually do.
Rhys Fisher · 8 Apr 2026
The Agentic AI Era Has Arrived! AI Agents and Their Role in CX
The agentic AI era has arrived, and customer experience is leading the charge. But what does that actually mean for enterprises trying to plan, prioritise,...
Nicole Willing · 2 Apr 2026
Why Enterprise Community Platforms Fail to Deliver ROI
Why does enterprise community ROI fail? Discover how governance, KPIs, and strategy turn community platforms into measurable CX outcomes.
Sophie Wilson · 2 Apr 2026
What Are The Top Customer Data Management Use Cases Transforming CX in 2026?
Customer data management use cases are reshaping CX in 2026. Explore how CDPs improve personalization, compliance, and engagement.
Sophie Wilson · 1 Apr 2026
How Does Customer Data Management Work Inside a CRM Platform, And What Are Most Teams Missing?
Customer data management in CRM explained: how data is collected, cleaned, unified, and activated across sales, marketing, and service.
Sophie Wilson · 30 Mar 2026
What Do CRM Analyst Reports Reveal About CRM And Customer Data In 2026, And Are You Behind?
CRM and customer data are converging in 2026, as AI, automation, and analytics reshape how platforms drive real business outcomes.
Sophie Wilson · 26 Mar 2026
Adobe CEO Steps Down After 18 Years as AI Rivals Close In
Shantanu Narayen is stepping down as Adobe CEO after 18 years. We break down what the leadership change means for enterprise CX.
Rhys Fisher · 16 Mar 2026
Big CX News from Salesforce, Canada Goose, SAP, Unilever & Google Cloud
Salesforce completes ten acquisitions in six months, Canada Goose investigates a data breach, SAP rebrands Emarsys, and Unilever joins Google Cloud.
Rhys Fisher · 20 Feb 2026
From Announcements to Actual Conversations: Infobip's Blueprint for CX That Sticks
Most sports teams treat fan communication like a light switch. Game week? On. Off-season? Dark. But according to Emily Flanigan , Head of Marketing in the Am...
Rhys Fisher · 19 Feb 2026
The Netflix-Warner Bros Deal Exposes Streaming's Customer Experience Crisis
The Netflix-Warner Bros acquisition reveals streaming's CX paradox. Expert insights on bundling benefits versus monopoly power concerns.
Rhys Fisher · 17 Feb 2026
Reddit Sees Deeper Community Participation as Brands Shift Engagement Strategy
Reddit’s Q4 results show increased user activity and stronger brand engagement, driven by a focus on authentic, community-led conversations.
Francesca Roche · 9 Feb 2026
Talkdesk Takes the Gloves Off: How Commerce Orchestration Is Fixing Broken Retail CX
Talkdesk’s Michael Klein explains how commerce orchestration, agentic AI, and CX automation help retailers turn customer service into a growth engine.
Rhys Fisher · 26 Jan 2026
Brands Ignoring Peer Intelligence Are Missing Where Real Customer Truth Lives
Peer intelligence vs traditional VoC. Here's why listening to the voice of the masses matters for CX.
Rebekah Carter · 17 Jan 2026
What Are the CX Community Engagement Trends to Watch in 2026?
Community-led customer experience is becoming core infrastructure in 2026, driving trust, retention, and influence in AI-driven environments.
Sophie Wilson · 17 Jan 2026
Talkdesk Says Retail Needs Orchestration, Not More AI Tools
Talkdesk introduces CXA-powered Commerce Orchestration and a new Consumer Goods Experience Cloud
Rhys Fisher · 12 Jan 2026
Why Community Engagement Is Redefining Customer Experience
Community engagement is reshaping customer experience through trust, peer support, and shared learning. Here’s why it’s becoming essential.
Sophie Wilson · 10 Jan 2026
How Customer Communities Reduce Churn In B2B
B2B customer community retention reduces churn by improving adoption, scaling support, and building advocacy.
Sophie Wilson · 10 Jan 2026
8x8 Expands APAC Customer Engagement with Maven Lab Deal
8x8 acquires Singapore-based Maven Lab to strengthen APAC messaging, automation, and orchestrated customer engagement strategies.
Rhys Fisher · 7 Jan 2026
The AI Transparency Crisis Putting CX, Compliance, and Trust at Risk
AI transparency is essential for regulated CX. Learn how audit-ready AI and explainability help teams prevent risk and build trust.
Rebekah Carter · 30 Dec 2025
Why ERP Systems Matter More When Customer Expectations Keep Rising
Explore how ERP systems for CX can unify business functions, enhancing collaboration and improving customer experiences.
Rebekah Carter · 24 Dec 2025
Workflow Automation Will Be Impossible for CX Leaders to Ignore in 2026. Are You Ready?
How workflow automation in CX is transforming resolution speed, reducing drop-off, and enabling AI-driven orchestration across the enterprise
Rebekah Carter · 23 Dec 2025
Stop Guessing: Use Context to Deliver Personalization That Converts
Explore the concept of contextual personalization and why it is essential for brands to engage effectively with customers.
Adrian Swinscoe · 15 Dec 2025
The BPO Wake-Up Call: A Complete Guide for CX Leaders
Discover what BPO is, how business process outsourcing works, and why it has become essential for modern customer experience teams.
Rebekah Carter · 11 Dec 2025
How AI Co-Pilots Are Powering the Next Generation of ‘Super Agents’
Being a frontline agent in 2025 is a tough old gig. In many ways, agents have never faced more pressure. They’re expected to manage an ever-expanding mix of ...
Rhys Fisher · 27 Nov 2025