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Consumer AI agents could change how people make purchasing decisions and interact with customer service teams. That raises questions for CRM leaders about customer relationships, data and how businesses maintain their place in an increasingly AI-mediated customer journey.
At CCW Nashville, IAA and Five9 shared how an employee-first, AI-enabled contact centre strategy increased digital engagement, reduced case backlogs and improved NPS. The transformation shows why agent experience, trusted data and strategic partnerships are central to modern CX.
Customer insight has long been limited by traditional research methods, leaving teams to make decisions with an incomplete picture of their buyers. Gather CEO & Co-Founder Mayank Mehta discusses whether AI simulations can make that insight more immediate, without losing the human perspective.
Meta’s Muse has moved personal AI agents from consumer curiosity to contact center reality. Adoption, hands-on user testing, detection data, and vendor response all point to a harder CX question: how do enterprises serve AI acting for customers without losing trust?
Retail media networks offer brands a growing volume of campaign data, but inconsistent attribution, reporting speeds and definitions are making it harder to build a dependable customer view. CX leaders must connect these signals before investment decisions become distorted.
Data breach warnings across Japan, the U.S. and Canada highlight a growing enterprise risk that criminals can use stolen identity documents and personal data to pass customer checks. Prove’s Mary Ann Miller told CX Today why businesses need stronger, continuous identity verification.
Sanas Supervised AI enables contact centres to scale AI-led customer conversations while keeping a human supervisor in control. Announced at CCW Nashville, the platform allows supervisors to oversee up to four live AI calls, intervene instantly and preserve customer context.
Elastic and Grafana are pushing observability beyond traces, using AI investigation, OpenTelemetry, and incident workflows to connect technical faults with customer impact. For contact-center teams, the test is whether a broken interaction reaches the right owner, gets fixed, and stays fixed.
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