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Customer data is becoming more useful at the moment of action. Fullstory, Zoom, Salesforce and ChurnZero show how behavioural signals, interaction histories and real-time intelligence can help CX teams deliver better decisions, while keeping governance and human judgement in view.
CRM providers are competing to connect customer information with real-time engagement and AI-driven action, with this week’s announcements highlighting different approaches to integration, automation and control. Can businesses turn these connections into better customer experiences?
We all know that AI can make customer service quicker, but too many customers still have to repeat information when a conversation moves from a bot to an agent. Twilio’s Sam Richardson explains why context, identity, and reassurance must travel with the customer.
Forrester expects one in 20 shoppers to swap browsing for conversations with AI, and CX teams to start rehiring after two years of cuts. Its analysts spoke with CX Today to explain what the 2027 predictions mean for brands trying to earn trust, rather than just automate their way forward.
This week’s announcements from HR Tech show how Oracle, ServiceNow, and Deloitte are turning workforce data into governed action. From agentic HR applications to employee-built automation and connected frontline operations, WFM leaders must balance speed, autonomy, and service quality.
Customer communities now feed support queues, CRM systems, and AI-generated answers. That’s made the savings harder to pin down. With 2027 renewals approaching, CX leaders need community ROI metrics that show when somebody actually got their problem solved.
At ObservabilityCON, Grafana introduced new investigation tools and previewed ways to link user experience with service ownership. Zoom and Genesys are tightening contact center handoffs, while fresh carrier incidents test whether suppliers can tell when customers actually get through.
A wave of critical vulnerabilities and outages has put customer-facing systems under pressure this week, led by attempts to exploit PHP and a Google Cloud power event, followed by fresh warnings around AI agents, deepfake detection, open-source security and CX observability.
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