SPOTLIGHT: From Static Maps to Dynamic Customer Journeys
Big CX News from Salesforce, Stripe, OpenAI & Anthropic
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Stripe, OpenAI, Anthropic
Rhys Fisher · 21 Aug 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
“In Sales, We Still Scale” Salesforce Draws the Line on AI Replacing Sellers
Salesforce earnings reveal why AI accelerates sales productivity but human sellers remain essential for closing complex deals.
Francesca Roche · 29 May 2026
The Identity Gap that Breaks Dynamic Journeys When Customers Change Devices or Channels
Dynamic customer journeys rely on identity confidence, but fragmented CRM, CDP, IAM and consent data can create friction and security risk.
Nicole Willing · 28 May 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
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
Inside Brightcove Prism: How UX Consistency Became a CX Advantage
Brightcove leaders share how Prism reshapes video workflows through customer‑led design, improving usability, consistency, and CX.
Francesca Roche · 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
Kore.ai Makes Its Third Wave Play, Multi-Agent Orchestration For CX
Kore.ai launches an Agent Platform to orchestrate multi-agent CX systems as the third wave of enterprise AI shifts beyond chatbots into autonomous teams.
Rob Wilkinson · 21 May 2026
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
Openreach's NPS was below zero. Missed appointments were rife. Here's how NiCE Cognigy's proactive AI agents turned that around.
Rhys Fisher · 21 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
Salesforce and IBM Build Unified Customer Journey Platform for AusNet
Discover how AusNet has deployed a unified customer journey platform with IBM Consulting and Salesforce to streamline requests.
Nicole Willing · 19 May 2026
From Inbox Chaos To Journey Control: Inside Vantage Towers’ ServiceNow AI Shift
Vantage Towers CIO Tobias Steinig explains how ServiceNow AI shifts landlord management from fragmented case handling to dynamic customer journeys.
Rob Wilkinson · 18 May 2026
Rising Airline Prices Amid Iran War Turns CX into a Strategic Battleground
The Iran war is driving airline price rises, forcing CX leaders to protect trust, loyalty, and customer experience under pressure.
Francesca Roche · 18 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
How CRM Vendor Attio Turned Intercom's Fin AI Agent Into an Always-On Sales Rep
CRM vendor Attio explains how Intercom's Fin AI agent helps it to meet prospects instantly, 24/7, as customer expectations evolve.
Nicole Willing · 14 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 2026Big CX News from ServiceNow, Five9, Twilio & Microsoft
The latest and greatest news from the world of CX and customer service, including: ServiceNow, Five9, Twilio & Microsoft
Rhys Fisher · 8 May 2026
Financial Services CRM Gets an AI Overhaul across Salesforce, Anthropic and CSI
Financial services firms are adopting AI-powered CRM to automate workflows and strengthen customer engagement.
Nicole Willing · 7 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
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
Genesys Brings Voice to WhatsApp to Fix Channel-Switching
Genesys and Meta have deepened their WhatsApp partnership, unifying voice, messaging, and AI in one platform.
Rhys Fisher · 6 May 2026
Your Customer Journeys Aren’t Broken - They Were Never Real to Begin With
Customer journey maps often fail. Learn why real customer behavior breaks linear models, and what to use instead in modern CX.
Sophie Wilson · 6 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
Meta AI Business Assistant Cuts Advertiser Issue Resolution Time by 20%
Meta expands AI business assistant across advertisers, improving issue resolution speed and streamlining campaign management workflows.
Francesca Roche · 1 May 2026
Intercom Challenges Multi-Agent Trend With Expansion Into Sales
The Fin expansion signals a move away from multiple AI agents toward one unified customer experience system.
Francesca Roche · 27 Apr 2026
How Secondary Ticket Platforms Are Rebuilding Customer Trust in 2026
Resale platforms face trust challenges driven by uncertainty, fragmentation, and customer perception when rebuilding CX confidence.
Francesca Roche · 17 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
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