Customer Journey Analytics Software
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
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
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
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
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
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 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
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
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
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