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As AI agents take on more work across customer-facing systems, CRM investment decisions need to account for data readiness and the processes businesses want to automate. Here's why CX leaders should get the right people involved before committing their next platform.
ServiceNow’s latest customer wins reinforce the argument made in its Q3 earnings call that CRM is shifting from a sales-led system of record to an AI-powered workflow layer that connects customer, employee, IT, operations, field service and governance processes.
Agentic commerce could move the start of the shopping journey from retailers and search engines to AI assistants. Joko's Nicolas Salat-Baroux explains how that could shift power to consumers, and why retailers' product data may decide who gets chosen.
Microsoft’s Q1 2027 earnings call shows AI agents moving from workplace assistants into governed, metered business actors. For CX leaders, the decision now centers on accountability, cost control, model routing, and how autonomous work gets monitored at scale.
Sprinklr is bringing Marketing AI Agents and new AI measurement research to CXUnifiers 2026, sharpening a bigger enterprise question: can customer-facing AI turn live signals into governed action, then prove what changed for customers and the business?
ChurnZero research shows AI is influencing customer success workforce planning, but its commercial impact remains unclear. Lukas Alexander, VP of Customer Success at ChurnZero, explains why CS leaders must measure retention, capacity, and engagement before reshaping roles.
An eventful Cybersecurity Awareness Month has brought fresh vulnerabilities and urgent patching demands. For customer-facing businesses, the challenge is keeping services secure without leaving customers exposed or disrupting the experiences they depend on.
Qualtrics’ planned XM Data & AI platform promises to help organizations simulate customer responses, predict behavior, and act before experience problems grow. Adrian Swinscoe considers the potential, and why many businesses may not yet be ready to make the leap.
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