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
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
Why are Brands Still Failing Customers with Generic AI?
Explore why bad AI experiences frustrate customers and how brands can rebuild trust through smarter CX automation.
Francesca Roche · 23 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
Deployment-First AI Is a Dangerous Bet According to SAP CX
SAP CX warns that CX leaders must fix fragmented foundations before AI agents amplify those weaknesses at enterprise scale.
Francesca Roche · 8 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
Google Cloud Summit Round-Up: How Agentic AI Is Reshaping Customer Experience
From personalised banking to AI shopping assistants, Google Cloud Summit London 2026 redefines what agentic AI means for CX.
Francesca Roche · 18 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
Salesforce Connections 2026 Predictions: Agentic Marketing Is About to Take Center Stage
Salesforce Connections 2026 preview: a partner predicts agentic marketing, composable stacks, and real-world AI execution.
Francesca Roche · 3 Jun 2026
NiCE World 2026: Where CX AI Gets Real in Orlando
NiCE World 2026 brings CX, contact center, and AI leaders to Orlando with Scott Russell, Jason Sudeikis, AI agents, and CXone sessions.
Rob Wilkinson · 28 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
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
Twilio Evolves From CPaaS Origins With Next‑Gen Customer Engagement Platform
Twilio launches a next‑generation customer engagement platform built for AI agents and continuous, context‑rich conversations.
Francesca Roche · 6 May 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
Big CX News from Twilio, Salesforce, FCC, and Sprinklr
This week’s CX highlights cover Twilio’s major renewal, AI layoff debates, FCC regulations, and Sprinklr’s AI upgrades.
Francesca Roche · 10 Apr 2026
Google Cloud and Nokia Simplify Mobile Network Access for Developers
Google Cloud integrates Nokia’s Network as Code to simplify developer access, automate network tasks, and enhance telecommunication CX.
Francesca Roche · 3 Mar 2026
Traditional Research Is Out: Could This Be The Last Year We Use Search Engines?
AI-powered search is reshaping online retail, raising questions about whether traditional search engines will remain dominant beyond 2025.
Francesca Roche · 24 Feb 2026
UK Government Partners with Anthropic to Launch AI-Powered Assistant
Anthropic and the UK government collaborate to pilot an AI-powered GOV.UK assistant, helping citizens access personalized employment support.
Francesca Roche · 27 Jan 2026
SAP Demo Data Personalization Add-On Enhances Customer-Focused Demonstrations
SAP introduces the Demo Data Personalization Add-On, enabling sales teams to tailor demos in real time, improving relevancy and engagement.
Francesca Roche · 22 Jan 2026