The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask
In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr , about how AI-generated answers are changing customer di...
Rob Wilkinson · 7 Sept 2026
Can Sprinklr Customers Keep Up With Its AI-Powered CX Ambitions?
Sprinklr is scaling customer intelligence and agentic AI, yet data quality and workflow design remain critical customer hurdles.
Francesca Roche · 3 Sept 2026
How AI Can Help Small Retailers Improve Sales This Summer
Learn how small retailers can use sentiment analysis and customer feedback to compete for sales during the summer months.
Francesca Roche · 20 Aug 2026
Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It
Givens and Kara explain why end-to-end journey visibility keeps failing, and why buying more AI before fixing the foundations won't help.
Rhys Fisher · 13 Aug 2026
Can CallMiner Eureka Turn Conversations Into CX Action?
Can CallMiner Eureka turn every customer conversation into CX action? A buyer review of its AI analytics, QA, coaching, and automation.
Alex Cole · 11 Aug 2026
Fin Operator Drives 20,000 AI Support Improvements To Free Employee Capacity
Fin’s Operator aims to optimise AI support through human-approved changes to knowledge, workflows, automations and Fin settings.
Francesca Roche · 10 Aug 2026
Your Shoppers Are Rethinking Fast Fashion, What Now?
Retail shoppers demand quality and easy recovery when issues arise. Explore the CX changes brands need to make.
Francesca Roche · 4 Aug 2026
FullStory Customer Analytics: Can Travel Teams Fix Booking Friction Before It Costs the Sale?
FullStory AI agents and Fullstory MCP are fixing the analytics problem for travel companies worldwide.
Rebekah Carter · 2 Aug 2026
Contentsquare is Building a Single Layer for AI-Powered Customer Analytics
ContentSquare is building the complete layer for AI-powered customer analytics, can companies trust it to give them the CX insights they need?
Rebekah Carter · 26 Jul 2026
Stop Asking for Feedback: How Context-Aware Listening Replaces the Survey Link
For years, the survey link gave brands a simple way to ask customers what happened. But simplicity has come at a cost. Feedback is often delayed, disconnecte...
Rob Wilkinson · 22 Jul 2026
Why “How Was Your Flight?” Now Defines Airline Loyalty
Explore why airline customer experience is becoming a defining factor in passenger loyalty and repeat bookings.
Francesca Roche · 21 Jul 2026
The Outbound Visibility Problem No One Talks About
Outbound teams have never had more data at their fingertips, yet many struggle to answer basic questions about campaign performance. Without a unified view, ...
Francesca Roche · 21 Jul 2026
Sprinklr Expands AI Capabilities to Shrink the CX Action Gap
New Sprinklr AI tools aim to help brands act faster on customer signals across workflows, helping CX teams turn insights into action.
Francesca Roche · 16 Jul 2026
The Survey Link Is Dead - Long Live the Survey
The survey link is losing ground, and CX leaders know it. Response rates are falling, context is disappearing, and teams are left trying to make decisions fr...
Rob Wilkinson · 15 Jul 2026
Genesys Report Reveals CX Loyalty Is Now At Make-or-Break
Customer expectations have never been higher, with Genesys revealing rising pressure on brands to deliver seamless AI-enabled service.
Francesca Roche · 14 Jul 2026
Death of the Survey Link: The Future of Customer Feedback Is Conversational
Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal ...
Rob Scott · 8 Jul 2026
Beyond CSAT and AHT: The New Metric Stack for AI‑Driven CX
As CX leaders race to roll out automation, one reality is getting harder to ignore: traditional contact center metrics were built for a world of human produc...
Rob Wilkinson · 6 Jul 2026
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
Jeannie Walters and Dr. Alyona Medelyan analyze nearly 2,000 airline reviews to reveal why airline CX breaks down.
Rhys Fisher · 2 Jul 2026
Can You Trust Your Customer Data Enough to Base Decisions on It?
Learn how to fix CX data governance, reduce inconsistency, and build analytics your leaders will actually act on.
Alex Cole · 1 Jul 2026
How To Fix Customer Identity Gaps That Break Every Analytics Model You Build
Learn how to fix customer identity resolution, unify customer profiles, and improve CX data integration across systems
Alex Cole · 29 Jun 2026
Why Does Your Customer Data Get Bigger While Your Decisions Get Worse?
Learn how to cut signal from noise, govern CX analytics definitions, and build a customer data strategy that improves outcomes.
Alex Cole · 29 Jun 2026
From Reactive to Predictive: How VoC Data Is Changing the Outsourcing Conversation
Voice of Customer data has become a staple of modern customer experience programs, yet many organizations continue to struggle to turn feedback into meaningf...
Francesca Roche · 25 Jun 2026
The Way You're Measuring CX AI ROI Is Broken
Why ticket deflection is a flawed measure of CX AI ROI and what outcome-based metrics actually look like in practice.
Rhys Fisher · 19 Jun 2026
From Technical Win to Budget Approval: Making CX Purchases CFO-Ready
Techtelligence data shows finance-framed tech content earns 2.6x reach. Learn how IT leaders build a CFO-ready business case & CX ROI model.
Sean Nolan · 18 Jun 2026
Why Enter the CX Awards in 2026? The Market Demands Proof.
The market demands proof, not promises. Complete your CX Awards registration today to showcase your customer experience excellence to buyers.
Rob Scott · 18 Jun 2026
Sprinklr Launches LLM Insights to Track and Fix How Brands Appear in AI Search
Sprinklr's new LLM Insights tool gives CX and marketing teams real-time visibility into how their brand appears in AI-generated search.
Rhys Fisher · 10 Jun 2026
Your Customer Insights Aren’t Driving Action. They’re Arriving After the Opportunity Has Gone
Your customer insights aren't driving action. Why? You're suffering from a customer analytics execution lag.
Rebekah Carter · 9 Jun 2026
CX Awards 2026 - Where Outcomes Get Recognized
CX Awards 2026 returns to recognize the platforms, leaders, and innovations delivering real customer experience outcomes & AI innovation.
Rob Scott · 8 Jun 2026
Your Customer Insights Aren’t Wrong — They’re Just Arriving Too Late to Matter
Real-time customer analytics cuts CX data latency so teams can intervene during interactions, not after churn, complaints and recontact spike.
Alex Cole · 5 Jun 2026
Sprinklr Targets the CX Blind Spot With ViralMoment Deal
Sprinklr acquires ViralMoment to add video, image, and audio intelligence to its Unified-CXM platform as CX listening goes visual.
Rob Wilkinson · 28 May 2026
Is Your Customer Analytics Strategy Just Making Bad Decisions Look More Data-Driven?
Many CX analytics programmes validate assumptions instead of improving judgement. Learn how decision intelligence reduces bias.
Alex Cole · 28 May 2026
Capacity Launches AI Analytics Assistant As Conversational Analytics Moves Toward Predictive CX Decisioning
Capacity has launched an AI Analytics Assistant for natural-language reporting. Here’s what it signals for customer analytics & intelligence.
Alex Cole · 27 May 2026
Medallia’s Debt Scrutiny Raises A New CX Question: Can Your Customer Intelligence Platform Survive A Restructure?
Medallia’s debt is under private credit scrutiny, with restructuring scenarios reported by multiple outlets. Here’s what CX leaders should review now across customer analytics, VoC data portability, and platform risk.
Alex Cole · 26 May 2026
How to Build a Customer Intelligence Engine That Predicts Behavior Instead of Reporting It
Build customer intelligence platforms using real-time data, behavioural analytics and decision intelligence to drive proactive CX actions
Alex Cole · 22 May 2026
Qualtrics Closes $6.75BN Press Ganey Forsta Acquisition to Expand AI-Powered XM in Healthcare and Beyond
Qualtrics has completed its $6.75BN acquisition of Press Ganey Forsta, expanding its AI-powered XM platform with major healthcare datasets.
Nicole Willing · 19 May 2026
Why Does Your Customer Data Tell You Everything Except What to Do Next?
Customer data often explains behaviour without clear next steps. Learn how actionable customer insights and decision intelligence close the analytics actionability gap.
Alex Cole · 13 May 2026
Your Customer Intelligence Isn’t Missing Data. It’s Missing Context at the Exact Moment It Matters
You don't need more data to improve CX, you need contextual customer intelligence. Here's how to get it, the right way.
Rebekah Carter · 11 May 2026
The Customer Analytics & Intelligence Adoption Gap: Why 'AI QA' Looks Strong in Reports but Weak on the Floor
Scorebuddy’s 2026 research shows QA coverage is rising, but frontline customer analytics & intelligence adoption lags.
Alex Cole · 11 May 2026
Retail CX Is Up, But Consistency Is the Real Battleground
Retail customer satisfaction is rising, but inconsistency across peak hours and stores continues to undermine CX performance.
Francesca Roche · 7 May 2026
Your Customer Analytics Stack Isn’t Delivering Insight – It’s Just Explaining Failure After It Happens
Most CX analytics arrives too late to prevent churn. Learn the limits of retrospective dashboards and how intelligence drives action.
Alex Cole · 7 May 2026
SAP Moves Beyond LLMs with Prior Labs Tabular AI Acquisition
SAP acquires Prior Labs to scale tabular foundation models and deliver predictive, actionable intelligence from structured enterprise data.
Francesca Roche · 6 May 2026
Choosing a CX Analytics Platform? Avoid These Costly Mistakes
CIOs and CTOs are getting pulled into more customer analytics platform comparison projects than ever. The promise is always the same: better visibility, fast...
Alex Cole · 28 Apr 2026
LivePerson Syntrix Targets the AI Governance Gap as Contact Centers Struggle to Scale GenAI from Pilot to Production
LivePerson launches Syntrix to help CX teams test, validate, and govern GenAI, addressing the AI governance gap slowing contact center ROI.
Alex Cole · 27 Apr 2026
Which Customer Analytics & Intelligence Events Matter Most in 2026?
The 2026 CX conferences where buyers benchmark CA&I vendors, validate real-time insight, and pressure-test AI trust, governance, and ROI.
Alex Cole · 23 Apr 2026
How to Design a Modern Customer Analytics Stack That Drives Action
Real talk: you can spend a fortune on dashboards, pipelines, and “real-time” everything… and still have a CX org that reacts slowly, argues about the numbers...
Alex Cole · 21 Apr 2026
Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse
Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it
Rhys Fisher · 16 Apr 2026
Is Real-Time CX Analytics Finally Delivering Actionable Insight?
Real-time CX analytics only matters if it drives action. Learn how CX teams use conversational and predictive insight to improve ROI in 2026.
Alex Cole · 14 Apr 2026
Why Your CX Strategy Is Failing Your Business – And What to Do About It
Jeannie Walters joins CX Today to discuss her new book, Experience Is Everything, and why most companies are treating CX as a buzzword.
Rhys Fisher · 13 Apr 2026
Why Customer Data Fails to Deliver Actionable Intelligence
Customer analytics platforms don't drive valuable decisions on their own. Here's what you need to do to activate your data.
Rebekah Carter · 8 Apr 2026
Are CX Dashboards Hiding What Actually Drives Action?
CX teams have never had more customer analytics dashboards . Most contact centers can tell you what happened yesterday, last week, and last quarter in stunni...
Alex Cole · 7 Apr 2026
Beyond the Demo: Qualtrics X4 Signals the Maturing of Experience Management
Adrian Swinscoe reports from Qualtrics X4 in Seattle, where customer stories replaced product demos — and TruGreen's CFO stole the show.
Adrian Swinscoe · 3 Apr 2026
What Do Customer Analytics & Intelligence Reports Say in 2026? The CX Benchmarks That Actually Matter
The key CX analytics reports shaping 2026: VoC benchmarks, sentiment and effort trends, QA coverage, containment quality and cost-to-serve.
Alex Cole · 31 Mar 2026
Which Customer Analytics Use Cases Actually Improve CX? High-Impact Contact Center Workflows That Deliver Faster ROI
Explore customer analytics use cases for contact centers, from real-time alerts and QA at scale to journey friction and compliance
Alex Cole · 31 Mar 2026
Why Do So Many Customer Analytics Rollouts Fail? How to Deploy CA&I for Adoption, Closed-Loop Action and Measurable CX ROI
Learn how to deploy customer analytics successfully after go-live: prevent dashboard sprawl and prove customer analytics ROI.
Alex Cole · 30 Mar 2026