Why survey metrics leave dx teams without credit, and what to measure instead. Continue reading...

Decisioning Studio Go, Agentic Standards, Operator Connect and Conversational Agents debut for Braze. Continue reading...

Retail, B2B and banking marketers build very different programmatic stacks on the same foundation. Here is what each specialist layer signals. Continue reading...

Repeated questions, endless transfers, bots that don't understand. The same service failures keep pushing customers over the edge. Continue reading...

Meta didn’t need frontier intelligence to build a really good AI app. A ‘next-level-down’ model was good enough. Continue reading...

Disconnected product and service systems hide early churn signals. A shared data layer and governed automation surface them before customers decide to leave. Continue reading...

Staying isn't the same as loyal. A week of delays and a broken seat change exposes what rising CX scores can hide. Continue reading...

Delivery capacity exploded just as zero-click answers drained web traffic. One agency leader on what changed in roles, client demand and the website. Continue reading...

Repeated questions, blind transfers and badly timed emails add up to one bad journey. The fix starts with the customer's goal, not your internal structure. Continue reading...

The SaaSpocalypse bet on agents killing SaaS. Production says otherwise. Continue reading...

Contact centers are essential for maximizing the benefits of artificial intelligence in customer service. With AI, human staff can focus on more complex issues. Continue reading...

The WordPress alternative reaches stable release with a decentralized plugin registry and AI-native architecture. Continue reading...

The mandate to automate came with a deadline and a budget, but not authority. CX leaders need written decision rights before the next release. Continue reading...

Your CSAT is steady and ticket volume is down. So why are customers fuming in line and quietly churning? Continue reading...

Brand kits and slide decks were built for designers. AI agents need design tokens, component libraries and explicit rules they can apply. Continue reading...

From camera glasses to in-lens displays to VR, Meta is shaping consumer comfort one product at a time. Is ad-ready eyewear the endgame? Continue reading...

Customer agents will soon query, compare and book on their own. CX leaders need systems those agents can trust and transact with. Continue reading...

New AI tagging, duplicate detection and self-service signup expand Contentstack's asset management reach to smaller teams. Continue reading...

Agencies that rushed into generative experimentation are learning the hard way that token burn is not progress. Here is what disciplined deployment looks like. Continue reading...

Fewer status calls, higher NPS, an extra hour a day for adjusters: what happens when carriers bring employees along before layering in new tools. Continue reading...

Martech fragmentation wastes AI investment. Ibexa champions orchestration — humans overseeing agents on open, integrated platforms. Continue reading...

Agentic AI will soon resolve routine issues on its own. Here is how call center leaders should rethink staffing, compliance and customer trust now. Continue reading...

The experience management vendor added AI analysis in 13+ languages, segment-level auditing and self-service survey tools to speed enterprise response. Continue reading...

If nobody owns it, marketing gets it. Is your team losing its strategy to a hundred small, reasonable yeses? Continue reading...

Nearly one in five top websites block at least one major AI crawler, often by accident, and their brands pay for it in AI answers. Continue reading...

Two-hour caps, overnight blocks and hidden likes hit teen supply on Meta. Your costs will move first. Here's what to measure before rivals sign on. Continue reading...

Marketing AI is only as good as the context it receives. Here is why CRM, CDP and warehouse vendors are fighting to control it. Continue reading...

Jon Miller helped build marketing automation. His new company, Phave, wants campaigns that reason instead of follow rules. Continue reading...

Green adoption dashboards can mask friction, compliance risk and customer damage. Here's how to see what's really happening. Continue reading...

Four frontline AI failures can drain brand equity fast. A CX-led framework of guardrails, audits and escalation contains them. Continue reading...

Agents can resolve a canceled-flight case perfectly by policy and still fail a grieving passenger. Governance has to start with the promise. Continue reading...

Automation gets work to the middle for almost nothing. Knowing when to keep a person in the loop decides what rises above it. Continue reading...

You never met the customer you lost. But you approved the phone system, the staffing and the policy that drove them away. Continue reading...

The AI stack doesn't build loyalty. Role clarity does: knowing where humans matter most and protecting that space as efficiency grows. Continue reading...

In 2021, a Tesla let buyers say who they were. By 2026, it was saying it for them, and that shift has cost the brand more than half its value since 2023. Continue reading...

From free crash courses to MIT Sloan's $4,900 executive program, we broke down what each CX certification actually teaches, costs and delivers in 2026. Continue reading...

You spent years chasing simplicity — a massive new buyer study says the winners went the other way. Continue reading...

Personalization tells you who a customer is. It says nothing about the failed transaction they're staring at right now. Continue reading...

As automation absorbs routine tasks, banking agents are left handling far more complex, high-stress customer interactions than ever. Continue reading...

New research on 915 B2B vendors shows self-published content quietly caps how often buyers see your brand in AI answers. Continue reading...

More data isn't the edge. Knowing which signals actually predict behavior is. Continue reading...

CFOs want proof, not attribution guesswork. Netflix's approach to market-level testing shows marketers how to measure what A/B tests can't touch. Continue reading...

ChatGPT is shifting from drafting replies to taking action inside CRM and support tools — CX teams need new governance now. Continue reading...

AI will kill us all? It’s all just marketing? There has to be a better explanation. And there is. Continue reading...

System of record' is one phrase covering three different jobs — and most vendors only actually do one of them. Here's the six-question test to find out which. Continue reading...

CMOs who lean on AI for judgment, not just automation, are the ones pulling ahead. Continue reading...

An AI agent approves a claim that was never real. Gartner says 60% of AI projects fail on bad data — and most CX leaders still aren't in the room. Continue reading...

Businesses are measuring CX outcomes wrong. Here’s how to gauge the success of your AI customer service strategy. Continue reading...

New ChatGPT Ads management inside HubSpot and a joint pricing bundle target small and midsize businesses chasing AI-driven growth. Continue reading...

The sexy headline: Forrester's new Wave crowns Medallia the lone leader. The real issue: your priority is customer data and governance, not AI. Continue reading...