SPOTLIGHT: Preparing CX for the Next Wave of Social Platforms
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
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
The Impersonation Crisis in Social CX: How Fake Accounts and AI Clones Are Exploiting Customer Trust
AI-powered impersonation, fake support accounts and social media scams are bring fraud prevention into customer service
Nicole Willing · 10 Jul 2026
Privacy Fears Could Push Half of Consumers Off Social Media, Raising Challenges for Customer Engagement
Incogni finds half of consumers could delete social media accounts over privacy or security risks, raising challenges for customer engagement.
Nicole Willing · 9 Jul 2026
Meta Brings AI Business Agent to WhatsApp to Power 24/7 Customer Service
Meta's WhatsApp AI Business Agent handles queries, bookings, and lead qualification 24/7 — here's what it means for your CX strategy.
Rhys Fisher · 8 Jul 2026
Pitch‑Perfect CX: World Cup Lessons from Infobip’s AI Fan Companions
Are Infobip's PitchMate and RaceMate more than World Cup stunts? Discover the agentic CX patterns that can enhance customer engagement
Zeus Kerravala · 6 Jul 2026
The End of the Chat Interface? OpenAI's Bet on Agentic AI
OpenAI's Greg Brockman says the chatbox era is over. Here's what the latest in agentic AI means for CX leaders in 2026.
Thomas Walker · 2 Jul 2026
Is Your Travel Brand About to Become Invisible? TikTok Go Is Changing the Rules
Danielle Harvey joins CX Today to discuss how TikTok is reshaping travel, and how brands can protect relationships in a social commerce world.
Francesca Roche · 1 Jul 2026
Salesforce Makes Agentforce Commerce Generally Available Ahead of Peak Season
Salesforce has launched Agentforce Commerce, bringing Shopper, Buyer, and Merchant Agents to general availability.
Rhys Fisher · 29 Jun 2026
Your Community Didn’t Fail. It Just Slowly Lost Momentum Until Nobody Noticed
Your community engagement strategy is gradually losing momentum. Here's how to fix it, and get your audience back on track.
Rebekah Carter · 24 Jun 2026
Meta Has Solved Marketing's Visibility Problem – And It Starts With Community
Meta's community features give brands visibility into the conversations that were always happening — just out of reach.
Francesca Roche · 17 Jun 2026
Trustpilot: Your Brand Is Invisible to AI, And Reviews Are the Fix
Trustpilot: why brands without a review presence appear in just 1% of AI answers, and how responding to feedback can push that figure to 75%
Rhys Fisher · 17 Jun 2026
How to Turn Community Engagement Into Revenue Without Destroying Trust
Learn how to convert community engagement into revenue without eroding trust. A practical guide to community monetisation strategy.
Sophie Wilson · 16 Jun 2026
Why Is Your Community Strategy Controlled by Algorithms You Don’t Own?
Learn how social media algorithms impact community growth, and how to shift from rented reach to digital audience ownership.
Sophie Wilson · 9 Jun 2026
Your Community Isn’t Engaged - It’s Just Watching Without Ever Taking Action
Your community is watching, not acting. Learn the participation metrics and tactics that turn passive views into real engagement.
Sophie Wilson · 2 Jun 2026
Is Your Community Strategy Quietly Eroding Trust by Controlling Too Much?
See how over-control and over-moderation reduce authenticity, weaken trust, and quietly drain engagement in customer communities.
Sophie Wilson · 25 May 2026
Your Community Strategy Isn’t Building Advocacy. It’s Creating Passive Audiences That Never Act
Is your community engagement strategy building real advocates, or just more passive audience members?
Rebekah Carter · 25 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