How AI Can Help Small Retailers Improve Sales This Summer
Learn how small retailers can use sentiment analysis and customer feedback to compete for sales during the summer months.
Francesca Roche · 20 Aug 2026
ChatGPT vs Claude vs Copilot: Which is the Best Starting Tool for Marketing?
Which AI chatbot is best for CX marketing? Explore where ChatGPT, Claude, and Copilot support teams and where they fall short.
Francesca Roche · 17 Aug 2026
Cisco Resolves 145,000 Support Cases Using Agentic AI
Cisco says agentic AI resolved 145,000 support cases, revealing CX potential alongside mounting infrastructure and pricing pressures.
Francesca Roche · 13 Aug 2026
Context Decay Could Be Your AI’s Weakest Link
Learn why enterprise AI needs current business context to make reliable decisions across customer service and operations.
Francesca Roche · 6 Aug 2026
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience...
Rob Wilkinson · 6 Aug 2026
HubSpot Customer Agent Resolves 72% of Support Tickets Without Human Escalation
HubSpot reports 72% automated ticket resolution and rising Data Agent use, while customers scrutinise AI cost, reliability and value.
Francesca Roche · 6 Aug 2026
SAP's CMO on Why Brands Are Sitting on a "Dark Data" Time Bomb
SAP Engagement Cloud CMO on why 43% of Gen Z using AI agents to buy is forcing brands to rethink how they act on customer data.
Rhys Fisher · 24 Jul 2026
Oracle Widens Fusion Agentic Applications to More Builders with AI-Native Launch
Oracle’s new builder experience helps more organizations create and run governed agentic applications inside Fusion Applications.
Francesca Roche · 15 Jul 2026
“We Made a Mistake” – HubSpot Reverses Customer Data Enrichment Plan
HubSpot scrapped an opt-out data enrichment policy just 4 days after announcing it. Here's why customers revolted, and what comes next.
Rhys Fisher · 7 Jul 2026
Can You Trust Your Customer Data Enough to Base Decisions on It?
Learn how to fix CX data governance, reduce inconsistency, and build analytics your leaders will actually act on.
Alex Cole · 1 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
Why Does Your Customer Data Get Bigger While Your Decisions Get Worse?
Learn how to cut signal from noise, govern CX analytics definitions, and build a customer data strategy that improves outcomes.
Alex Cole · 29 Jun 2026
Adobe Advances AI-Driven Customer Journeys with CX Enterprise Coworker
Adobe expands enterprise AI strategy with CX Enterprise Coworker for marketing automation and customer journey orchestration.
Francesca Roche · 11 Jun 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
AI Is Everywhere in CX, So Why Don’t Agents Trust it Yet?
Despite widespread AI adoption, customer service agents still don’t trust outputs due to fragmented data and legacy workflows.
Francesca Roche · 22 May 2026
Why Does Customer Experience Have an Operating Model Problem?
Why disconnected systems and siloed teams continue to undermine modern customer experience delivery, despite growing CX tech investments.
Francesca Roche · 21 May 2026
Retailers Reassess AI Commerce to Regain Control of the Customer Journey
Retailers rethink AI‑driven commerce as checkout risks threaten data ownership, trust, loyalty, and long‑term customer value.
Francesca Roche · 7 May 2026
Microsoft and OpenAI Move Beyond Exclusivity in Next Phase of AI Partnership
OpenAI and Microsoft revise partnership, ending exclusivity and enabling multi-cloud AI delivery, reshaping enterprise strategy and CX.
Francesca Roche · 1 May 2026
The “Day 2” Migration Problem: Why Legacy Compliance Fails on Amazon Connect
Cloud migrations rarely fail on ambition. Most enterprises begin their shift to Amazon Connect with a clear architectural plan. But projects tend to break do...
Nicole Willing · 20 Apr 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
Salesforce’s Informatica Expands Microsoft Alliance to Streamline Enterprise Data Foundations
Informatica expands Microsoft Fabric integration, highlighting the need for trusted data foundations in AI-driven CX strategies.
Nicole Willing · 19 Mar 2026
Oracle Simphony Cloud Update Targets Fragmented Systems in Hospitality
Oracle updates Simphony Cloud with AI, mobile ordering, and unified tools to improve efficiency and deliver seamless customer experiences.
Francesca Roche · 19 Mar 2026
Medallia Report Reveals CX is at a Turning Point: Closing the Gap Between Insight and Impact
Medallia’s 2026 CX report reveals widening perception gaps, low loyalty, and the need for coordinated AI driven action.
Francesca Roche · 5 Mar 2026
SAP and Uptycs Launch Hybrid AI Security Model for Enterprise
SAP and Uptycs integrate verifiable AI analysts to improve enterprise security, transparency, and governance in cloud environments.
Francesca Roche · 5 Mar 2026
Accenture to Acquire Ookla to Bring Network Data Deeper Into Enterprise CX
Accenture’s acquisition of Ookla reflects a broader CX shift, as network data becomes key for AI-driven experiences and fraud prevention.
Nicole Willing · 4 Mar 2026