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OpenAI just bet big on always-on AI agents capable of running entire projects without supervision. Gartner says most enterprises deploying agentic AI this way will abandon it within two years. We explore these contrasting visions for the future of enterprise agentic AI.
This week’s developments show why workforce planning must connect automation, employee capacity, governance, and customer service outcomes. CX organizations need to understand which work disappears, which moves to AI, and which still requires human judgment.
During the September 16 Salesforce outage, some customers couldn’t even file a support case about Salesforce being unavailable. At the same time, other providers faced their own outage issues, proving that platform uptime tells CX leaders less than they think about the customer journey.
A recent warning from Contact Center AI Association President John Walter points to a sharper BIPA risk for voice AI. After May lawsuits against Big Tech and newer claims against Walmart and Lowe’s, contact center buyers need to know when call recording becomes biometric processing.
Reddit AI shopping is pulling product discovery, community opinion, and conversion closer together. That creates a huge opportunity for brands inveting in community CX as a way of boosting sales, along with a much harder problem: keeping the advice underneath it believable.
Customer data, AI agents and core CX platforms are all coming under pressure. This week saw OpenAI expand its investigation into agents accessing third-party systems and data, 40 million McDonald’s records exposed, and an AI agent breaching a customer support platform
The customer journey is evolving. Is your brand adequately prepared? As shoppers increasingly turn to AI assistants to discover and compare products, retailers cannot afford a disconnected experience once customers reach their own digital properties.
Only 6% of shoppers would buy from an unfamiliar brand on an AI recommendation alone, Bazaarvoice research finds. Retail analyst and podcast host Kiri Masters explains why reviews, customer photos, and videos remain essential trust signals in AI-led shopping journeys.
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