Customer Journey Analytics Software
Why Customer Intelligence Is Dropping Dashboards
This week’s CX analytics round-up examines AI-driven intelligence, data governance, observability and the transition to real-time decisions.
Francesca Roche · 24 Sept 2026
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
The Three Pillars of Customer Intelligence: Context, Governance and Action
Explore this week’s customer analytics trends, from AI-driven action and unified signals to governance, context and omnichannel intelligence.
Francesca Roche · 18 Sept 2026
The Agentic CX Trust Gap Is Getting Risky
Leaving AI agents unsupervised can create hidden customer risks. Learn why continuous observation must become a CX priority.
Francesca Roche · 16 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
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
Salesforce Expands Headless 360 to Enable Agentic CX
Salesforce expands Headless 360 with MCP, giving AI agents governed access to customer data and enterprise capabilities.
Francesca Roche · 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
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
The Inaugural Gartner Magic Quadrant for Customer Service Knowledge Management Systems 2026: The Rundown
Gartner's Magic Quadrant for Customer Service Knowledge Management Systems is here. Meet the Leaders, Challengers, Visionaries & Niche Players
Rhys Fisher · 5 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 2026
Why the 2026 Conversational AI Gartner Magic Quadrant Doesn't Add Up
Wayne Butterfield questions the 2026 Gartner Conversational AI MQ, calls out an acquisition double standard, and shares what buyers should do
Rhys Fisher · 29 Jul 2026
Yelp Host Aims to Solve the Restaurant Industry’s Missed-Call Problem
Discover how Yelp Host connects voice AI with OpenTable, POS systems, and multilingual restaurant customer service.
Francesca Roche · 28 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
Alphabet Bets on Gemini as AI Agents Resolve 75% of Google Ads Support Queries
Alphabet bets on Gemini as AI reshapes support and shopping, while investors scrutinise the cost of infrastructure investment.
Francesca Roche · 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
Stop Asking for Feedback: How Context-Aware Listening Replaces the Survey Link
For years, the survey link gave brands a simple way to ask customers what happened. But simplicity has come at a cost. Feedback is often delayed, disconnecte...
Rob Wilkinson · 22 Jul 2026
Why “How Was Your Flight?” Now Defines Airline Loyalty
Explore why airline customer experience is becoming a defining factor in passenger loyalty and repeat bookings.
Francesca Roche · 21 Jul 2026
The Survey Link Is Dead - Long Live the Survey
The survey link is losing ground, and CX leaders know it. Response rates are falling, context is disappearing, and teams are left trying to make decisions fr...
Rob Wilkinson · 15 Jul 2026
AI Can Make Service Faster, But Can It Make It Feel More Human?
AI customer service is moving quickly, but customers are not asking brands to replace empathy with efficiency. That is the tension at the heart of ServiceNow...
Rob Wilkinson · 13 Jul 2026
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
Jeannie Walters and Dr. Alyona Medelyan analyze nearly 2,000 airline reviews to reveal why airline CX breaks down.
Rhys Fisher · 2 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
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 2026Big CX News from Verizon, NiCE, Anthropic & Sprinklr
The latest news and insights from the world of CX and customer service, including Verizon, NiCE, Anthropic & Sprinklr
Rhys Fisher · 12 Jun 2026
Sprinklr Launches LLM Insights to Track and Fix How Brands Appear in AI Search
Sprinklr's new LLM Insights tool gives CX and marketing teams real-time visibility into how their brand appears in AI-generated search.
Rhys Fisher · 10 Jun 2026
Your Customer Insights Aren’t Driving Action. They’re Arriving After the Opportunity Has Gone
Your customer insights aren't driving action. Why? You're suffering from a customer analytics execution lag.
Rebekah Carter · 9 Jun 2026
Has Hyper‑Personalization Gone Too Far in Marketing?
Hyper‑personalization is losing momentum as marketers shift toward simpler, AI‑driven strategies focused on relevance and efficiency.
Francesca Roche · 8 Jun 2026
Customer Journey Mapping Broke in Omnichannel. Here's What Replaces It
Customer journey mapping broke in omnichannel CX. Learn how “living journeys” and journey ops use real-time signals, governance, and orchestration to cut effort.
Rob Wilkinson · 27 May 2026
Is Your CX Strategy Just Automating Broken Journeys at Scale?
Avoid a massive customer journey optimisation failure. Learn how a proper CX orchestration evaluation mitigates automation risks.
Sophie Wilson · 27 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
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 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
Retail CX Is Up, But Consistency Is the Real Battleground
Retail customer satisfaction is rising, but inconsistency across peak hours and stores continues to undermine CX performance.
Francesca Roche · 7 May 2026
What Liverpool FC's SAS Partnership Tells Us About AI-Powered Fan Engagement
Liverpool FC's multiyear SAS partnership is a case study in AI-powered fan engagement. Here's what IT leaders evaluating martech can learn.
Sean Nolan · 29 Apr 2026
Microsoft Expands AI Capabilities Across Sales and Customer Experience
Microsoft introduces agentic CX solutions that enable real-time insights, proactive sales actions, and conversational customer journeys.
Francesca Roche · 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 2026
CX Experts Expose the Ugly Truth Behind Customer Journey Orchestration
Customer journey orchestration remains broken in 2026. CX experts reveal why fragmented data continues to derail customer journey success.
Rhys Fisher · 23 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
Avid and Google Cloud Partnership Reshapes Media Production with Agentic AI
Avid and Google Cloud integrate agentic AI to improve media production speed, scalability, and personalized content delivery across workflows
Francesca Roche · 20 Apr 2026
Is Your Data Stack Ready for Real-Time Journey Orchestration?
Can your stack support real-time customer journey orchestration? Use this framework to assess data, identity, and activation readiness.
Sophie Wilson · 20 Apr 2026
How Secondary Ticket Platforms Are Rebuilding Customer Trust in 2026
Resale platforms face trust challenges driven by uncertainty, fragmentation, and customer perception when rebuilding CX confidence.
Francesca Roche · 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
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
Orchestrating Customer Journeys Without Disruption
For many enterprises, the default approach to improving customer experience has been to add more technology. CRM platforms, marketing automation tools, analy...
Nicole Willing · 13 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
Why Single Customer View Still Fails After CRM Investment
A CRM won’t fix fragmented customer data. Discover how identity resolution, integration, and governance create a true single customer view.
Sophie Wilson · 7 Apr 2026
Are AI Agents Creating Customer Journeys You Can’t Control?
AI customer journey orchestration helps unify data, decisions, and actions to prevent fragmented CX and improve AI-driven customer engagement.
Sophie Wilson · 6 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
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
What Is Customer Data Management? CRM, CDP & Data Strategy Explained for 2026
Customer data management explained: how CDM connects CRM, CDPs, and AI to deliver accurate, compliant, and scalable customer experiences.
Sophie Wilson · 26 Mar 2026
What Are The Biggest Customer Engagement Trends 2026 Buyers Can’t Ignore If They Want Happier Customers?
Customer engagement trends 2026 highlight AI, orchestration, and real-time personalization as key to delivering faster, smarter CX.
Sophie Wilson · 26 Mar 2026
Is Your Customer Journey Broken? The Enterprise Buyer’s Guide to Customer Journey Orchestration Platforms (2026)
Learn how customer journey orchestration connects channels, data, and decisioning to deliver real-time CX.
Sophie Wilson · 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
Stop Chasing AI Hype and Start Delivering Real Outcomes
Rhys Fisher, Associate Editor at CX Today , sits down with Kevin McGachy, Head of Solutions at Sabio , to cut through the AI noise that's plaguing contact ...
Rhys Fisher · 10 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
No Plug-Ins, No Hassle: Payments Go Native in Zendesk
In the contact center world, integration isn’t just another box to tick; it’s becoming a competitive edge. As companies chase faster, frictionless experience...
Rhys Fisher · 2 Mar 2026
Secure Payments, Seamless Journeys for Travel and Hospitality Contact Centers
Travel and hospitality brands live and die by the booking moment. Whether a customer is reserving a room, upgrading a flight, or adding an in-resort excursio...
Nicole Willing · 26 Feb 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
Martech Tools Explained: Creating the Best Customer Journey
Discover how martech tools and AI in martech transform the martech customer journey and how to select the best martech tools for the future.
Sean Nolan · 18 Feb 2026