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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.
Contact centers hear every day what confuses customers, yet that insight rarely reaches the people who can fix the cause. Justin Robbins explains how CX leaders can tie conversation evidence to the decisions colleagues face, and turn customer reality into changes that stick
Shadow AI agents are entering enterprise workflows with access to sensitive customer data and business systems, often without security oversight. As autonomous tools take action, CX leaders must help establish the governance, visibility and controls needed to protect customer trust.
Mobile apps and websites can appear technically healthy while customers struggle to complete basic tasks. Fullstory President Jason Wolf discusses rising rage and dead clicks, passive session time, and why behavioral intelligence must sit beside traditional performance measures.
NHS 24’s customer experience transformation shows why CRM modernization should start with customer outcomes, not internal systems. By redesigning journeys around access, continuity and safety, it offers CX leaders a practical model for outcome-led service change.
Gartner’s 2026 CCaaS Magic Quadrant keeps the same Leaders while agentic AI reshapes the sales pitch. Rob Scott asks whether Gartner’s influential chart helps buyers select platforms that deliver trusted automation, real resolution, and measurable customer outcomes.
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