From Notifications to Revenue Drivers: Turning Support Channels into Growth Engines
Customer messaging still serves a narrow purpose for many enterprises. It delivers appointment reminders, shipping updates, payment confirmations and service...
Nicole Willing · 24 Sept 2026
Five Signs Your Payment Journey Is Losing Customers
Contact centers invest heavily in guiding customers to a buying decision, then leave them alone at the payment step. SequenceShift's Dmitri Muntean and Dan Bloy explain the warning signs that disconnected payment journeys are causing abandonment and lost revenue, and how to fix them
Nicole Willing · 22 Sept 2026
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
What Does the OpenAI Hack Mean for Salesforce and other CRM Communities?
The OpenAI–Hugging Face incident is a warning for AI autonomy. Discover how CRM organisations help B2B teams govern peer communities safely.
Lily Jemmett · 3 Sept 2026
New York Mets Turn to RingCentral for Cloud-Based Fan Engagement
The New York Mets are deploying RingCentral to modernize employee communications, scale sales outreach, and strengthen fan engagement.
Francesca Roche · 2 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
Tata Communications' CPaaS Drives Customer Continuity
Tata Communications CPaaS combines messaging, voice, RCS and WhatsApp to help enterprises connect customer data, automation and journeys.
Sophie Wilson · 19 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
How Gainsight Is Expanding Its Customer Community Platform
Explore how Gainsight Customer Communities, Developer Studio, and Skilljar connect support, learning, and customer engagement.
Sophie Wilson · 17 Aug 2026
Tropical Smoothie Cafe Uses Qualtrics to Turn Reviews Into Revenue
Chris Sasser explains how Tropical Smoothie Cafe uses Qualtrics to connect customer feedback operational speed, and sales growth.
Nicole Willing · 7 Aug 2026
Bettermode Connects Community, AI Discovery, and Retention
Explore how Bettermode’s customer community platform connects AI discovery, support integrations, and trusted knowledge.
Sophie Wilson · 6 Aug 2026
NiCE Wins Big CX AI Deals, But Enterprise Adoption Takes Time
NiCE secured major HMRC and healthcare CX AI deals, but its Q2 call revealed the data, governance, and deployment hurdles facing enterprises.
Rhys Fisher · 6 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
Meta's Decision to Invest "Aggressively" in AI Infrastructure Raises Investor Concerns
Meta’s 3.6 billion-user ecosystem powers its AI strategy, but customer outcomes will determine its long-term commercial value.
Francesca Roche · 30 Jul 2026
Social Media Management Has Moved On, Has Gartner?
Discover why practitioners say Gartner’s Social Media Magic Quadrant misses modern community management realities.
Francesca Roche · 29 Jul 2026
RingCentral Sees AI Adoption Strengthen Customer Economics
RingCentral’s AI portfolio gains enterprise traction by combining automation, engagement intelligence and practical service improvements.
Francesca Roche · 27 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
Reshaping Sport Social Engagement with TikTok, NBA, and WNBA
TikTok’s basketball partnership highlights how sports organizations are building more connected digital fan experiences.
Francesca Roche · 20 Jul 2026
Why PwC and OpenAI Are Betting Big on Agentic Customer Service
PwC US has launched agentic contact and service solutions with OpenAI, combining multimodal voice AI and a joint Center of Excellence.
Rhys Fisher · 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
Why Did We Let Social Platforms Become Our Customer Database?
Social platforms were never a customer database. Read how CX leaders explain why owned relationships matter more now.
Francesca Roche · 14 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
KAYAK Launches Ask AI to End the Chat-to-Search Disconnect
KAYAK: How behavioral data from 100,000+ monthly AI conversations shaped Ask AI, which combines conversational planning with live search
Rhys Fisher · 2 Jul 2026
HubSpot Acquires Warmly to Fix CRM's Biggest Blind Spot
The Warmly acquisition directly tackles CRM's long-standing weakness by giving sales the AI-powered tools needed to engage and close deals.
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
Is Your Customer Journey Failing Because No One Owns It End-to-End?
Journey fragmentation happens when CX accountability is split. Here's how CX governance strategy fixes end-to-end ownership
Sophie Wilson · 25 Jun 2026
How Too Many Engagement Channels Are Quietly Making Customer Journeys Worse
More channels create more friction. Here's why CX simplification strategy outperforms omnichannel expansion every time
Sophie Wilson · 18 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
From Conversation to Case Action: Automating ServiceNow Workflows from Live Voice with Vonage
Rob Wilkinson speaks with Jonathan Kershaw, Director of Product Management at Vonage , about how live voice can bring real-time voice transcription and con...
Rob Wilkinson · 16 Jun 2026
How to Turn Community Engagement Into Revenue Without Destroying Trust
Learn how to convert community engagement into revenue without eroding trust. A practical guide to community monetisation strategy.
Sophie Wilson · 16 Jun 2026
Pega's Customer Engagement Studio Puts Governance at the Heart of Agentic Marketing
Pega launches Customer Engagement Studio, a governed agentic workspace that takes enterprise marketers from brief to live campaign in minutes.
Rhys Fisher · 16 Jun 2026
Pega's AI Lab Director Says Orchestration Beats Raw Agentic AI Power Every Time
Pega's AI Lab Director Peter van der Putten explains Customer Engagement Studio, and why agentic AI projects fail.
Rhys Fisher · 16 Jun 2026
Enterprise AI Video Has a Relevance Problem
Personalized AI video is reshaping enterprise CX by delivering relevance, engagement and measurable business value
Francesca Roche · 3 Jun 2026
Your Community Isn’t Engaged - It’s Just Watching Without Ever Taking Action
Your community is watching, not acting. Learn the participation metrics and tactics that turn passive views into real engagement.
Sophie Wilson · 2 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
CMP Research Reveals the Top Priorities Reshaping CX and Contact Centers
CX priorities 2026 are shifting toward analytics, self-service adoption, agentic AI, and workforce readiness, CMP Research finds.
Sophie Wilson · 29 May 2026
Talkdesk Launches Proactive AI Agents, Urges Leaders to Stop Reacting to the Market
Talkdesk launches outbound AI agents to automate proactive customer engagement, retention, onboarding, and revenue growth workflows.
Francesca Roche · 28 May 2026
Two Lanes, One Outcome: Designing Dual Paths for Humans and AI
In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability. Br...
Nicole Willing · 28 May 2026
Inside Brightcove Prism: How UX Consistency Became a CX Advantage
Brightcove leaders share how Prism reshapes video workflows through customer‑led design, improving usability, consistency, and CX.
Francesca Roche · 27 May 2026
Is Your Community Strategy Quietly Eroding Trust by Controlling Too Much?
See how over-control and over-moderation reduce authenticity, weaken trust, and quietly drain engagement in customer communities.
Sophie Wilson · 25 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
How to Build a Real-Time Customer Data Layer That Reflects Behaviour, Not History
Learn how to build a real-time customer data layer using events and identity resolution, so profiles reflect live behavior, not history.
Sophie Wilson · 21 May 2026
How to Build a Decision-Led Orchestration Engine That Adapts Faster Than Customers Change
Learn how decision-driven orchestration and event-driven architecture power adaptive CX systems that react in real time across channels.
Sophie Wilson · 20 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
How to Turn Community Engagement Into a Measurable Revenue Driver Instead of a Vanity Metric
Learn how to link community engagement to retention, expansion, advocacy, and measurable community ROI that drives real revenue.
Sophie Wilson · 18 May 2026
Anthropic Targets SMB AI Adoption Gap with Claude for Small Business
Anthropic launches Claude for Small Business, helping SMB teams adopt AI through existing business software.
Francesca Roche · 14 May 2026
Why Does Your “Real-Time” Customer Engagement Arrive Too Late to Matter?
Real-time CX often arrives too late. Learn where latency builds up, why timing precision matters, and how to measure response speed.
Sophie Wilson · 13 May 2026
Why Are Your Most Valuable Customers Engaging Everywhere Except Your Community Platform?
High-value customers are not disengaged. They have moved to dark social and peer networks. Learn how to win in distributed communities.
Sophie Wilson · 11 May 2026
“Customers Are Willing To Pay for AI if It’s Good AI,” Says RingCentral
RingCentral says enterprises will pay for AI that delivers measurable CX outcomes, stronger retention and hybrid AI-human engagement.
Nicole Willing · 8 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