Want the full front page? Deep Briefing has Spotlight and discovery. Watching a particular patch? The beat follows it with you.
Claim a handle. Keep the stories that move your work.
Follow the people, brands, beats and events you care about — then let CX Today bring the useful work forward.
Find your corner. Follow the work, the people and the events that matter to your team.
No recent journalist activity.
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.
Tom Kaneshige from the CMO Council explains why feature-rich martech stacks can still underperform. He argues that CMOs must align platforms with the skills, workflows, and adaptability needed to turn investment into measurable value as AI reshapes marketing operations.
CCW Nashville 2026 showed that AI CX success depends on more than rapid deployment. Leaders focused on customer trust, connected data, agent support, and human oversight as they weighed how to scale automation without adding friction or reducing customer choice.
Salesforce’s latest acquisition points to a bigger ambition for Tableau and Agentforce. The vendor is helping businesses identify the causes of customer experience failures, rather than simply measuring their effects. But can enterprises trust AI to recommend the next move?
This page ranks by your follows and by movement, not by the day’s news judgment. The Briefing and Deep Briefing do the judging.
