Is This The End For Influencer Marketing?
As consumer scepticism rises, community commerce offers brands a more credible route to customer loyalty than paid endorsements.
Francesca Roche · 22 Sept 2026
The Human Tempo Gap: What Is It And How Can We Overcome It?
EY’s Patricia Camden explains the human tempo gap and how CX leaders can build trustworthy, customer-controlled AI experiences.
Francesca Roche · 8 Sept 2026
What Does Brazil’s Discord Lawsuit Mean for Digital CX?
Brazil’s lawsuit against Discord raises new questions about platform accountability, AI moderation and digital trust for B2B community teams.
Lily Jemmett · 27 Aug 2026
“Trust Is Broken”: Why AI Shopping Must Prove Its Answers
Learn how trusted data, retrieval controls, and human handoffs can help commerce teams build more reliable AI shopping experiences.
Francesca Roche · 25 Aug 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
What Article 50 of the EU AI Act Means for European Marketing and Sales Leaders
European brands must rethink AI disclosure as Article 50 brings transparency requirements to sales, marketing and customer engagement.
Francesca Roche · 18 Aug 2026
Zuckerberg Proposes to Transform the Customer Journey with Personal AI Agents for Billions
Personal AI agents could assess offers and manage service requests, forcing brands to rethink their entire CX strategies.
Francesca Roche · 11 Aug 2026
Your Shoppers Are Rethinking Fast Fashion, What Now?
Retail shoppers demand quality and easy recovery when issues arise. Explore the CX changes brands need to make.
Francesca Roche · 4 Aug 2026
The Meta Muse Image Paradox: Better AI Creative Equals Harder Customer Trust
Meta’s Muse Image scales AI creative, but brands need contextual governance and human oversight to maintain customer trust.
Francesca Roche · 4 Aug 2026
Reddit Believes Human Conversation Wins in the AI Era
Discover Reddit’s AI and community strategy, from safer discussions and personalised feeds to automated advertising and improved attribution.
Francesca Roche · 3 Aug 2026
Can Microsoft’s Governance Layer Make Customer Service AI Enterprise-Ready?
Microsoft is bringing governance to AI agents, but CX leaders still need proof of measurable service improvements.
Francesca Roche · 30 Jul 2026
How to Stop Your Sales Teams From Hurting CX
Find out why improving seller behavior could help organizations build stronger customer relationships from day one.
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
The Agentforce Sales Lessons Every Enterprise Needs
Salesforce shares how Agentforce Sales is helping enterprises understand what AI agents need to succeed in sales.
Francesca Roche · 27 Jul 2026
OpenAI Launches Presence Amid AI Agent Safety Concerns
OpenAI launches Presence to help enterprises govern AI agents, as the Hugging Face security incident raises fresh safety concerns.
Francesca Roche · 22 Jul 2026
Autonomous CX: Useful Automation or Another Layer of Complexity?
Autonomous CX is becoming one of the most important AI customer service debates, but the promise comes with a warning. If businesses automate weak foundation...
Rob Wilkinson · 20 Jul 2026
Debt Collection Needs a Human Touch. SequenceShift Lets Customers Pay Privately on Any Channel
Debt collection is one of the most emotionally charged interactions a contact center handles. Unlike a retail purchase or a service query, a debt collection ...
Nicole Willing · 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
“We Made a Mistake” – HubSpot Reverses Customer Data Enrichment Plan
HubSpot scrapped an opt-out data enrichment policy just 4 days after announcing it. Here's why customers revolted, and what comes next.
Rhys Fisher · 7 Jul 2026
Microsoft Brings Safety to AI-Driven Commerce with New MCP Server
Microsoft unveils a managed MCP server for Dynamics 365 Commerce, enabling governed AI agent interactions across retail environments.
Francesca Roche · 30 Jun 2026
Big CX News from Salesforce, Anthropic, Five9 & WordPress
Salesforce acquires Fin, Anthropic faces a government shutdown, and consumers push back against AI-branded products in this week's round-up.
Francesca Roche · 19 Jun 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
WordPress VIP Argues That Saying "AI" Could Be Costing You Customers
New WordPress VIP research reveals how consumer AI backlash is affecting brand trust, sales, and digital customer experiences.
Francesca Roche · 16 Jun 2026
Human Oversight Can No Longer Protect Customers From AI Hallucinations
AI hallucinations can spread across millions of interactions, making automated CX assurance increasingly important.
Francesca Roche · 15 Jun 2026
Containment Without Trust Is Costing Your Customer Service Team More Than You Think
As AI-powered customer service becomes central to enterprise customer experience strategies, companies are discovering that trust is more than a soft brand m...
Nicole Willing · 15 Jun 2026
Why Faster Refunds Can Backfire Without Smarter Fraud Controls
How behaviour-based decisioning and machine learning are helping retailers close the gap on returns fraud prevention.
Francesca Roche · 11 Jun 2026
AI Hallucinations in Banking are a CX Risk, Not Just a Technical One
AI hallucinations are a significant frontline CX and governance risk for financial services, threatening to create customer harm, compliance exposure, and re...
Francesca Roche · 4 Jun 2026
Admiral Acquires Flock to Tackle CX Friction in Commercial Fleet Insurance
Admiral acquires Flock to reduce claims friction, improve transparency, and deliver more proactive customer experiences in fleet insurance.
Francesca Roche · 1 Jun 2026
The GenAI Divide: Why Banking Is No Longer in “Experiment Mode”
Banking has now crossed a line where experimenting with AI is now riskier than choosing to commit to it. Whilst ‘staying safe’ in the early days of experimen...
Francesca Roche · 29 May 2026
AI Is Everywhere in CX, So Why Don’t Agents Trust it Yet?
Despite widespread AI adoption, customer service agents still don’t trust outputs due to fragmented data and legacy workflows.
Francesca Roche · 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
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
Coinbase Customers Left Hot Under the Collar After AWS Cloud Data Center Overheats, Disrupting Service
AWS outage disrupts Coinbase trading, highlighting how hyperscale cloud failures are increasingly translating into CX disruption.
Nicole Willing · 8 May 2026
The Rise of Stress and Digital Fatigue in Brand Experiences
As Stress Awareness Month underscores rising stress levels, brands must rethink excessive communication and focus on relevance and timing.
Francesca Roche · 24 Apr 2026
U.S. Lawmakers Question JetBlue Over Customer Data Use in Dynamic Pricing
U.S. Congressmen probe JetBlue’s AI-driven pricing and customer data practices, highlighting CX concerns around transparency and fairness.
Nicole Willing · 22 Apr 2026
Why B2B Communities Are No Longer Optional – They Are Revenue Engines
Discover how community engagement platforms are transforming B2B customer relationships, trust, and long-term commercial performance.
Francesca Roche · 21 Apr 2026
California AI Order Raises CX Standards but Leaves Gaps in Governance and Oversight
Stricter AI safeguards in California could improve state CX, though concerns remain about governance and external AI influence
Francesca Roche · 13 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
US Federal Court Halts Government Action Against Anthropic as Brand Reputation Concerns Grow
A federal judge blocks the Anthropic designation and highlights the CX and brand reputation risks of government disputes.
Francesca Roche · 30 Mar 2026
As AI Agents Enter Customer Journeys, Enterprises Must Rethink Fraud and Identity
Mary Ann Miller of Prove explains how AI agents are reshaping fraud and digital trust as enterprises rethink security in customer journeys.
Nicole Willing · 24 Mar 2026
Uber and Rivian’s Driverless Rides Are Coming, But Is The CX Model Ready?
Uber and Rivian’s robotaxi model improves reliability but introduces CX risks around transparency, accountability, and reassurance.
Francesca Roche · 23 Mar 2026
National Support Network Demonstrate How Vulnerable Customers Are Reshaping CX Design
Why enterprises are rethinking vulnerable customer support as core CX infrastructure, and what it means for regulated customer journeys.
Rob Wilkinson · 18 Mar 2026
Lloyds Banking Group Data Visibility Error Raises Privacy Concerns
Lloyds Banking Group confirms app glitch exposed some customer transactions, raising privacy concerns and prompting Parliament scrutiny.
Francesca Roche · 18 Mar 2026
Pay Is Only the Start: Closing the Gender Gap in CX Through Pay Equity, Sponsorship, and Access
Pay gaps in CX are visible, but access and sponsorship drive real outcomes. Industry data shows why informal systems now pose an operational risk.
Rob Wilkinson · 6 Mar 2026
Woolworths “Angry Mother” AI Chatbot Sparks Concerns Over Misleading Responses
Woolworths updates Olive chatbot after reports of irrelevant personal stories, highlighting risks of generative AI without proper safeguards.
Francesca Roche · 26 Feb 2026
CX Leaders, Stop Repeating These 3 Service Mistakes in the Age of AI
At CCW Orlando, Barasch & McGarry COO Sangeetha Rai revealed three service mistakes CX leaders repeat in every evolution of customer experience, from outsourcing to AI.
Rob Wilkinson · 29 Jan 2026