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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?
Meta, Sierra, Stripe, Shopify, and Walmart are setting rules for personal AI agents, while Adobe, Hightouch, and Smart Communications tackle the systems behind the journey. The challenge is no longer just AI adoption, but deciding who controls the customer relationship.
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