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Google, Cordial and Twilio are advancing a new customer intelligence model, where trusted product, profile and interaction data gives AI agents the context to make real-time decisions. But CX leaders must retain visibility, governance and clear human accountability.
From a new headless CDP to customer identity across automotive brands and sales intelligence inside Snowflake, this week's CRM and customer data announcements indicate a growing focus on making trusted customer context available wherever AI-driven work happens.
As enterprises scramble to govern an increasingly unruly AI agent workforce, Gartner’s inaugural Magic Quadrant for AI Agent Management Platforms puts Microsoft, IBM, and ServiceNow in the Leader quadrant, while AWS, ServiceNow, OneReach.ai, and Gravitee are named Challengers.
Amazon has reported that more than 400 million customers have used Alexa for Shopping in the past 12 months. The company sees the assistant as the future front door to its platform, but higher spend alone will not prove the customer journey is improving.
Microsoft and Barclays are linking workforce reductions to AI-led efficiency, while Zendesk is using AI to remove internal friction. For CX leaders, the issue is not simply whether work can be automated, but whether reduced teams can protect service, capacity, and customer outcomes.
As customers deploy their own AI agents, EY's Laurence Buchanan shares why CX leaders must return to basics: trust, empathy, and a distinctive value proposition. He explains why cost-led AI can backfire and what that means for customer loyalty and lifetime value.
When Black Friday arrives on November 27, customers won’t necessarily care whether they’re complaining to a contact center or posting in a brand community. They’ll want someone to sort out the missing parcel or delayed refund. There’s plenty CX teams should settle before the rush begins.
ServiceNow’s earnings, Salesforce’s UK contact-center rollout and fresh carrier incidents are putting October’s service-management promises to a practical test. For buyers, the question is what’s available, what the contract covers, and who owns the failure.
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