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
How Customer Experience Platforms Are Becoming AI Orchestrators
The language around customer data is changing, with customer data platforms (CDPs) being positioned as foundations for AI-native operations, real-time decisi...
Nicole Willing · 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
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
Can Zendesk Cut Multilingual Contact Center Costs With AI?
Zendesk Real-Time Voice Translation promises lower multilingual contact center costs, but latency and escalation limits remain
Rhys Fisher · 10 Sept 2026
The Human Tempo Gap: What Is It And How Can We Overcome It?
EY’s Patricia Camden explains the human tempo gap and how CX leaders can build trustworthy, customer-controlled AI experiences.
Francesca Roche · 8 Sept 2026
Genesys Unveils AI Control Plane and Agentic Orchestration Stack at Xperience 2026
Genesys launches its AI Control Plane, Navigator, and Orchestrator to connect AI agents, customer data, and service workflows
Rhys Fisher · 3 Sept 2026
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 Sept 2026
Telnyx vs Sinch CPaaS: Voice AI Speed or Global Journey Control?
Telnyx vs Sinch, which option gives companies the best control plan for stronger customer journey management?
Rebekah Carter · 25 Aug 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
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
The Human Tempo Gap: When AI Moves Too Fast
Explore how the human tempo gap can affect AI customer experiences, trust, personalization, and customer control in high-stakes moments.
Francesca Roche · 19 Aug 2026
8x8 CPaaS: The Multichannel Campaign Management Gap Retailers Can’t Afford to Ignore
8x8 CPaaS is giving retailers an impressive way to reduce abandoned carts, and improve customer experience across channels.
Rebekah Carter · 18 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
Banking Process Orchestration in 2026: Is Celonis Process Intelligence Setting the Pace?
Celonis Process Intelligence is helping banking teams intelligently orchestrate better journeys for their customers.
Rebekah Carter · 16 Aug 2026
“The Train Is Coming”: Retail Loyalty’s AI Wake-Up Call
Nearly 45% of consumers discover products on social media, forcing retailers to rethink loyalty before checkout.
Francesca Roche · 14 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
Twilio Sees Voice AI Adoption Surge 50%+ Amid Growing CX Buyer Caution
Twilio reports 50%+ self-service voice growth, revealing how AI is moving from CX pilots toward production deployments.
Francesca Roche · 10 Aug 2026
Customer Journey Continuity Is Breaking Deals: Can Twilio Flex Stop the Leak?
Twilio is addressing the customer journey continuity problem with Twilio conversation orchestrator and more
Rebekah Carter · 31 Jul 2026
Zendesk on the Rise of the Agent System and the New Roles Reshaping Customer Service
In this CX Today interview, Rob Wilkinson speaks with Hannah Deveney, Senior Director, Product Management at Zendesk , about the rise of the agent system and...
Rob Wilkinson · 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
Customer Journey Orchestration Is Getting Serious. Is NiCE Agentic AI Architecture Already Ahead?
Could Nice customer journey orchestration fix the awkward parts of customer journeys for growing brands? Find out here.
Rebekah Carter · 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
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 Salesforce Agentforce Contact Center Just Changed the Automation Scorecard
Salesforce Agentforce Contact Center is building a strategy around resolving customer queries, not just deflecting them
Rebekah Carter · 17 Jul 2026
Genesys Report Reveals CX Loyalty Is Now At Make-or-Break
Customer expectations have never been higher, with Genesys revealing rising pressure on brands to deliver seamless AI-enabled service.
Francesca Roche · 14 Jul 2026
37% of Consumers Have Already Moved On – Is Your Attribution Strategy Ready?
ChatGPT has announced that AI advertising is here, and the brands with a strong attribution strategy are going to pull ahead fast.
Francesca Roche · 3 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
WordPress VIP Argues That Saying "AI" Could Be Costing You Customers
New WordPress VIP research reveals how consumer AI backlash is affecting brand trust, sales, and digital customer experiences.
Francesca Roche · 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
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
Why Vonage Is Moving Beyond Generic AI for CX With Industry-Specific AI Agents
Vonage's vertical AI strategy aims to reduce deployment complexity while improving CX outcomes and service consistency.
Francesca Roche · 4 Jun 2026
Your Customer Journey Isn’t Smart. It’s Over-Engineered and Slowing Everything Down
Customer journey complexity is turning your smart orchestration plan into an overengineered mess. Here's how to fix it.
Rebekah Carter · 3 Jun 2026
Lean DTC Teams Are Struggling With Personalization, Not Technology
Why personalization breaks down for DTC brands despite strong martech stacks and growing automation capabilities
Francesca Roche · 1 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
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
Why Non-Linear CX Needs Emotionally Aware AI
Alorica’s co-CEOs explain how emotionally aware AI and real-time data are reshaping dynamic, non-linear customer journeys.
Nicole Willing · 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
Customer Journey Orchestration Is Becoming a Security System, Whether You Planned It or Not
AI agents are transforming customer journey orchestration into a security layer, raising new risks around authorization and auditability.
Nicole Willing · 15 May 2026
SAP Shifts CX Strategy Toward Orchestrated, Outcome‑Driven AI Systems
SAP’s Sapphire 2026 launches aim to replace fragmented AI copilots with orchestrated, autonomous systems for customer experience.
Francesca Roche · 12 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
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
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
Your Journey Orchestration Isn’t Personalizing Experiences. It’s Repeating the Same Mistakes Faster
You're not personalizing and improving experiences; you're just scaling problems faster. That's journey orchestration failure.
Rebekah Carter · 6 May 2026
Why In-Person Marketing Is Still Broken: How to Transform Event Marketing
Mobly CEO Zach Barney discusses how AI is transforming event marketing into a measurable customer experience channel.
Francesca Roche · 6 May 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
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
When Customer Journeys Go Dark: AI Orchestration and the Fight for Visibility
Enterprises often talk about "knowing the customer." They invest in CRMs, contact center platforms, analytics platforms, and automation – each designed to im...
Christopher Carey · 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
The AI Fix for Vanishing Customer Journeys
Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications , to explore why customer journeys break down...
Christopher Carey · 15 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
How to Fix Customer Journey Orchestration That Stalls
Why do customer journey orchestration strategies keep stalling? Find out, and discover how to fix them fast.
Rebekah Carter · 6 Apr 2026
SAP Launches Fresh Cloud Feature to Drive Enterprise Engagement
SAP rebrands Emarsys as SAP Engagement Cloud, expanding AI-driven enterprise engagement and operational orchestration at scale.
Francesca Roche · 19 Feb 2026