SPOTLIGHT: From Data to Decisions: Real-Time CX Insights
The Legacy Survey is Dead: How Sprinklr's AI Containment is Ruthlessly Displacing Point Solutions
Sprinklr’s Q1 shows enterprises replacing survey-only CX tools fast, chasing AI containment and consolidating stacks into unified experience platforms.
Rob Wilkinson · 3 Jun 2026
Real-Time Fraud vs Real-Time CX: The Security Tradeoffs Behind Seamless Journeys
As fraud grows more sophisticated, contact centers need to use real-time risk signals to protect customers without adding friction.
Nicole Willing · 31 Mar 2026
The "Real-Time" Lie: Inside the Latency, Data Quality, and Identity Gaps Breaking CX Decisioning
AI promises real-time CX, but fragmented data and identity issues persist. Learn where decisioning breaks down and how leading teams fix it.
Nicole Willing · 26 Mar 2026
Marketing ROI in the Era of Flat Budgets and Rising Expectations
Marketing influence now depends on financial credibility. See how CMOs can meet rising ROI expectations in an era of constrained budgets.
Francesca Roche · 25 Mar 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
Cresta Launches Knowledge Agent To Reduce Agent Tab Switching
Cresta Knowledge Agent adds a persistent browser sidebar that uses conversation and on-screen context to surface real-time answers for agents.
Rob Wilkinson · 18 Mar 2026
Gartner Magic Quadrant for Voice of the Customer (VoC) Platforms 2026: The Rundown
Gartner's 2026 Magic Quadrant for Voice of the Customer platforms is here. Discover how all 12 vendors performed and what changed from 2025.
Rhys Fisher · 13 Mar 2026
NiCE Launches Agentic AI Platform to Accelerate Contact Center Automation
NiCE launches agentic AI platform that converts enterprise interaction data into deployable AI agents for customer service automation
Francesca Roche · 10 Mar 2026
Tech Mahindra And NVIDIA Kill The Support Ticket With Zero-Touch CX At MWC 2026
MWC 2026 signals a shift to real-time CX insights, Zero-Touch CX, and “predictable outcomes” that prevent issues before customers feel them.
Rob Wilkinson · 9 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
RocketPhone.ai Claims 1,100% Growth as Salesforce Buyers Demand Native AI
RocketPhone.ai reports 1,100% YoY customer growth, launches RocketVideo, and adds Sandyx.com expertise to expand conversation intelligence for Salesforce.
Rob Wilkinson · 5 Mar 2026
Pragmatic AI vs. "Science Projects": How to Fix Broken Customer Experiences
In an era where data breaches are daily headlines, how a company handles a mistake matters more than the mistake itself. Brad Anderson, President of Product ...
Nicole Willing · 5 Mar 2026
Your AI Agents Are Flying Blind Without Emotion Intelligence
Sentiment analysis tells you how customers feel; emotion intelligence tells you why. Here's what CX and contact center leaders need to know.
Rhys Fisher · 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
Capita and Snowflake Target Real-Time CX Intelligence for Contact Centers
Capita partners with Snowflake to deliver real-time CX insights for contact centers, aiming to replace dashboard sprawl with faster decision-making.
Rob Wilkinson · 4 Mar 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
SoundHound AI Brings Real-Time Agentic AI to the Retail Sales Floor at MWC
SoundHound AI debuts Sales Assist at MWC, using real-time customer data and voice AI to guide in-store sales conversations.
Nicole Willing · 24 Feb 2026
How CX Leaders Can Turn Insights into Measurable Business Outcomes
Medallia's Experience event challenged CX leaders to go beyond surveys and use AI insights to drive real, measurable business transformation.
Adrian Swinscoe · 24 Feb 2026
From Announcements to Actual Conversations: Infobip's Blueprint for CX That Sticks
Most sports teams treat fan communication like a light switch. Game week? On. Off-season? Dark. But according to Emily Flanigan , Head of Marketing in the Am...
Rhys Fisher · 19 Feb 2026
The Netflix-Warner Bros Deal Exposes Streaming's Customer Experience Crisis
The Netflix-Warner Bros acquisition reveals streaming's CX paradox. Expert insights on bundling benefits versus monopoly power concerns.
Rhys Fisher · 17 Feb 2026
Gartner Magic Quadrant for Customer Data Platforms (CDPs) 2026: The Rundown
The 2026 Gartner Magic Quadrant for CDPs reveals a market split between platformization and agentification. Salesforce, Hightouch, Oracle, and Uniphore lead, while Tealium drops to Challenger. See the full analysis.
Rhys Fisher · 9 Feb 2026