The Fake Customer Problem: Can AI Influencers Undermine Community Trust?
Discover why transparent AI use matters when synthetic personas begin resembling customers, creators and independent voices in online spaces.
Francesca Roche · 1 Sept 2026
Meta’s $18bn Settlement Could Upend Social CX
Meta’s $18bn settlement could reshape Gen Z CX, pushing brands toward DMs, revised social SLAs, and stronger data privacy.
Rob Wilkinson · 27 Aug 2026
Are Brands Finally Listening to Social Media Customers?
Learn how brands can use AI for social customer service while protecting trust through human judgment and governance.
Francesca Roche · 31 Jul 2026
Meta's Decision to Invest "Aggressively" in AI Infrastructure Raises Investor Concerns
Meta’s 3.6 billion-user ecosystem powers its AI strategy, but customer outcomes will determine its long-term commercial value.
Francesca Roche · 30 Jul 2026
Social Media Management Has Moved On, Has Gartner?
Discover why practitioners say Gartner’s Social Media Magic Quadrant misses modern community management realities.
Francesca Roche · 29 Jul 2026
Should Brands Label AI Content? The Transparency Debate
AI content labels are not always straightforward. Experts explain how brands can avoid misleading customers while using AI responsibly.
Francesca Roche · 28 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
AI Spam Is Creating New Challenges For Social Media: What Brands Need To Know
Reddit’s recent spam data highlights why brands must rethink social media strategy, engagement metrics, and audience trust in the AI era.
Francesca Roche · 15 Jul 2026
Why Did We Let Social Platforms Become Our Customer Database?
Social platforms were never a customer database. Read how CX leaders explain why owned relationships matter more now.
Francesca Roche · 14 Jul 2026
Gartner Magic Quadrant for Social Media Management and Listening 2026: The Rundown
Explore Gartner’s 2026 Social Media Management and Listening Magic Quadrant, featuring Emplifi, Sprinklr, Hootsuite, and more.
Francesca Roche · 13 Jul 2026
AI Literacy Is Becoming a Competitive Advantage for Gen Z Founders on LinkedIn
AI literacy is emerging as a core business skill for small businesses adopting AI responsibly and effectively.
Francesca Roche · 29 May 2026
Big CX News from Zendesk, Qualtrics, 8x8 & Sprinklr
The latest news and insights from the world of CX and customer service, including Zendesk, Qualtrics, 8x8 & Sprinklr
Rhys Fisher · 22 May 2026
Brand Awareness Is Overrated, Sprinklr Social Index Finds
Sprinklr reveals 78% of retail brands fail to generate meaningful engagement, as high social visibility no longer guarantees brand relevance.
Francesca Roche · 20 May 2026
Meta Introduces Muse Spark to Strengthen AI Across Its Products
Muse Spark upgrades Meta AI with stronger reasoning, multimodal inputs, and personalised responses for daily tasks and interactions.
Francesca Roche · 9 Apr 2026
LinkedIn Faces Class-Action Lawsuits Over Alleged Browser Extension Scanning
A BrowserGate report claims LinkedIn scans users’ browsers without consent, prompting California lawsuits and CX concerns.
Francesca Roche · 8 Apr 2026
Meta and Google's Legal Scrutiny Creates New Risks for Enterprise Engagement
Growing lawsuits show rising safety risks for enterprises that rely on large social platforms for communication and support.
Francesca Roche · 26 Mar 2026
Meta's $375MN Lawsuit Underscores the Importance of Customer Trust in Community Platforms
New Mexico jury finds Meta violated consumer protection laws, raising trust and engagement risks for businesses using its platforms
Francesca Roche · 25 Mar 2026
LinkedIn Introduces SMB-Targeted Capabilities to Improve Outreach and Tackle Fragmentation
LinkedIn is helping 18 million small businesses grow with its unified platform that simplifies operations and boosts visibility.
Francesca Roche · 12 Feb 2026