Journey Orchestration
Customer Engagement & Journey Orchestration
Delta’s AI Ambition Puts Dynamic Pricing Back Under Scrutiny
Delta AI pricing could boost profits and improve operations, but dynamic fares are raising fresh questions around fairness and customer trust
Rhys Fisher · 24 Aug 2026
When Customer Service Doesn’t Go Swimmingly: Amazon’s Drone Delivery Blunder
Amazon’s drone delivery mishap highlights customer service technology failures, from AI drive-thrus to chatbots that get it wrong.
Rhys Fisher · 20 Aug 2026
Tata Communications' CPaaS Drives Customer Continuity
Tata Communications CPaaS combines messaging, voice, RCS and WhatsApp to help enterprises connect customer data, automation and journeys.
Sophie Wilson · 19 Aug 2026
8x8 CPaaS: The Multichannel Campaign Management Gap Retailers Can’t Afford to Ignore
8x8 CPaaS is giving retailers an impressive way to reduce abandoned carts, and improve customer experience across channels.
Rebekah Carter · 18 Aug 2026
What Anthropic’s Decart Deal Could Mean for Retail
Anthropic’s reported Decart deal could bring real-time video AI closer to retail CX, virtual try-on, and visual customer service.
Rhys Fisher · 17 Aug 2026
Banking Process Orchestration in 2026: Is Celonis Process Intelligence Setting the Pace?
Celonis Process Intelligence is helping banking teams intelligently orchestrate better journeys for their customers.
Rebekah Carter · 16 Aug 2026
Kraken Autonomous Agents Deployment: What Utilities Must Prove Before AI Goes Live
Will Kraken autonomous agents and the Kraken utilities platform change everything for utilities companies?
Rebekah Carter · 12 Aug 2026
Infobip’s AgentOS Bet: Can CPaaS Become the AI Control Layer for Customer Experience?
Infobip AgentOS connects AI agents, customer data, channels, and oversight as Infobip builds on its Gartner CPaaS leadership.
Sophie Wilson · 4 Aug 2026
Customer Journey Continuity Is Breaking Deals: Can Twilio Flex Stop the Leak?
Twilio is addressing the customer journey continuity problem with Twilio conversation orchestrator and more
Rebekah Carter · 31 Jul 2026
Why NiCE Thinks the Future of Customer Experience Is Orchestrated
The market is moving past isolated AI pilots and into a tougher phase where customer experience leaders have to rethink the operating model itself. I arrived...
Rob Wilkinson · 28 Jul 2026
Customer Journey Orchestration Is Getting Serious. Is NiCE Agentic AI Architecture Already Ahead?
Could Nice customer journey orchestration fix the awkward parts of customer journeys for growing brands? Find out here.
Rebekah Carter · 23 Jul 2026
IBM Says AI Agents Need Real-Time Data to Deliver Value
IBM is pairing watsonx Orchestrate with Confluent to give enterprise AI agents real-time, governed data and stronger control.
Rhys Fisher · 23 Jul 2026
Disney Parks and the Future of Experience-Led Retail
Disney Parks shows how MagicBand+, apps, mobile ordering, and PhotoPass shape the future of experience-led retail CX.
Alex Cole · 22 Jul 2026
Beyond the "New New": The Enduring Pragmatism of PegaWorld 2026
At PegaWorld 2026, Pegasystems doubled down on what it's always done best: measurable human and business impact.
Adrian Swinscoe · 13 Jul 2026
The End of Separate Sales and Support Journeys?
CX leaders must rethink AI as customer support, sales qualification, and revenue generation begin to merge.
Francesca Roche · 9 Jul 2026
Pitch‑Perfect CX: World Cup Lessons from Infobip’s AI Fan Companions
Are Infobip's PitchMate and RaceMate more than World Cup stunts? Discover the agentic CX patterns that can enhance customer engagement
Zeus Kerravala · 6 Jul 2026
Is Your POS Solving or Amplifying Customer Anxiety?
80% of your restaurant customers would spend more with less friction. Is your ordering system delivering that experience?
Francesca Roche · 6 Jul 2026
KAYAK Launches Ask AI to End the Chat-to-Search Disconnect
KAYAK: How behavioral data from 100,000+ monthly AI conversations shaped Ask AI, which combines conversational planning with live search
Rhys Fisher · 2 Jul 2026
Is Your Travel Brand About to Become Invisible? TikTok Go Is Changing the Rules
Danielle Harvey joins CX Today to discuss how TikTok is reshaping travel, and how brands can protect relationships in a social commerce world.
Francesca Roche · 1 Jul 2026
Is Your Omnichannel Strategy Failing Because No One Owns the Customer Journey?
Omnichannel governance fails when no one owns the customer journey. Learn how CX leaders can fix accountability, handoffs, and cross-channel CX.
Alex Cole · 1 Jul 2026
The ISG Customer Experience Management Advanced Buyers Guide 2026: 6 Top Takeaways
ISG evaluated 28 CXM vendors in its 2026 Buyers Guide. Here are the six key takeaways for contact center, customer service, and CX leaders.
Rhys Fisher · 30 Jun 2026
Datamark’s Playbook for Real-Time CX Changes
Ali Karim, VP of Solutions at Datamark, explains how to shift from static journey maps to dynamic customer journeys, plus AI adoption tips and CX metrics that matter.Copy messageFork chatDelete messageRegenerate responseEdit as PageGood response
Rob Wilkinson · 26 Jun 2026
Is Your Customer Journey Failing Because No One Owns It End-to-End?
Journey fragmentation happens when CX accountability is split. Here's how CX governance strategy fixes end-to-end ownership
Sophie Wilson · 25 Jun 2026
How Too Many Engagement Channels Are Quietly Making Customer Journeys Worse
More channels create more friction. Here's why CX simplification strategy outperforms omnichannel expansion every time
Sophie Wilson · 18 Jun 2026
Pega's Customer Engagement Studio Puts Governance at the Heart of Agentic Marketing
Pega launches Customer Engagement Studio, a governed agentic workspace that takes enterprise marketers from brief to live campaign in minutes.
Rhys Fisher · 16 Jun 2026
Pega's AI Lab Director Says Orchestration Beats Raw Agentic AI Power Every Time
Pega's AI Lab Director Peter van der Putten explains Customer Engagement Studio, and why agentic AI projects fail.
Rhys Fisher · 16 Jun 2026
Adobe Advances AI-Driven Customer Journeys with CX Enterprise Coworker
Adobe expands enterprise AI strategy with CX Enterprise Coworker for marketing automation and customer journey orchestration.
Francesca Roche · 11 Jun 2026
Your Customer Journeys Aren’t Broken - They’re Just Happening at the Wrong Time
Journeys fail when triggers fire too early or late. Learn timing intelligence, real-time signals, and how orchestration fixes it.
Sophie Wilson · 4 Jun 2026
Enterprise AI Video Has a Relevance Problem
Personalized AI video is reshaping enterprise CX by delivering relevance, engagement and measurable business value
Francesca Roche · 3 Jun 2026
Your Customer Journey Isn’t Smart. It’s Over-Engineered and Slowing Everything Down
Customer journey complexity is turning your smart orchestration plan into an overengineered mess. Here's how to fix it.
Rebekah Carter · 3 Jun 2026
Admiral Acquires Flock to Tackle CX Friction in Commercial Fleet Insurance
Admiral acquires Flock to reduce claims friction, improve transparency, and deliver more proactive customer experiences in fleet insurance.
Francesca Roche · 1 Jun 2026
The Identity Gap that Breaks Dynamic Journeys When Customers Change Devices or Channels
Dynamic customer journeys rely on identity confidence, but fragmented CRM, CDP, IAM and consent data can create friction and security risk.
Nicole Willing · 28 May 2026
Customer Journey Mapping Broke in Omnichannel. Here's What Replaces It
Customer journey mapping broke in omnichannel CX. Learn how “living journeys” and journey ops use real-time signals, governance, and orchestration to cut effort.
Rob Wilkinson · 27 May 2026
Inside Brightcove Prism: How UX Consistency Became a CX Advantage
Brightcove leaders share how Prism reshapes video workflows through customer‑led design, improving usability, consistency, and CX.
Francesca Roche · 27 May 2026
Is Your CX Strategy Just Automating Broken Journeys at Scale?
Avoid a massive customer journey optimisation failure. Learn how a proper CX orchestration evaluation mitigates automation risks.
Sophie Wilson · 27 May 2026
How to Build a Decision-Led Orchestration Engine That Adapts Faster Than Customers Change
Learn how decision-driven orchestration and event-driven architecture power adaptive CX systems that react in real time across channels.
Sophie Wilson · 20 May 2026
Salesforce and IBM Build Unified Customer Journey Platform for AusNet
Discover how AusNet has deployed a unified customer journey platform with IBM Consulting and Salesforce to streamline requests.
Nicole Willing · 19 May 2026
Rising Airline Prices Amid Iran War Turns CX into a Strategic Battleground
The Iran war is driving airline price rises, forcing CX leaders to protect trust, loyalty, and customer experience under pressure.
Francesca Roche · 18 May 2026
Customer Journey Orchestration Is Becoming a Security System, Whether You Planned It or Not
AI agents are transforming customer journey orchestration into a security layer, raising new risks around authorization and auditability.
Nicole Willing · 15 May 2026
Why Does Your “Real-Time” Customer Engagement Arrive Too Late to Matter?
Real-time CX often arrives too late. Learn where latency builds up, why timing precision matters, and how to measure response speed.
Sophie Wilson · 13 May 2026
The Online vs Offline Divide: The Gap Retailers Keep Ignoring
Discover why inconsistent digital and physical experiences continue to undermine retail customer experience strategies.
Francesca Roche · 12 May 2026
Intercom Wants to End the Support-to-Sales Handoff Problem
Intercom's Fin for Ecommerce merges shopping assistance and customer support in a single AI agent for Shopify merchants.
Rhys Fisher · 8 May 2026
Google Cloud Powers Hyper-Personalized Shopping for OTB’s Fashion Brands
Google Cloud's Virtual Try-On API is now live across Diesel and Jil Sander, helping to deliver hyper-personalized shopping experiences.
Rhys Fisher · 7 May 2026
Your Journey Orchestration Isn’t Personalizing Experiences. It’s Repeating the Same Mistakes Faster
You're not personalizing and improving experiences; you're just scaling problems faster. That's journey orchestration failure.
Rebekah Carter · 6 May 2026
Your Customer Journeys Aren’t Broken - They Were Never Real to Begin With
Customer journey maps often fail. Learn why real customer behavior breaks linear models, and what to use instead in modern CX.
Sophie Wilson · 6 May 2026
Twilio Evolves From CPaaS Origins With Next‑Gen Customer Engagement Platform
Twilio launches a next‑generation customer engagement platform built for AI agents and continuous, context‑rich conversations.
Francesca Roche · 6 May 2026
The AI Fix for Disappearing Customer Journeys
In today's always-on world, customers don't think in channels – they think in outcomes. They want a simple question answered quickly, changes made without fr...
Christopher Carey · 29 Apr 2026
Are You Buying CX Tools Instead of Fixing Orchestration?
Buying more CX tools can worsen fragmentation. Learn how orchestration fixes shared context, next best action, and activation.
Sophie Wilson · 27 Apr 2026
CX Experts Expose the Ugly Truth Behind Customer Journey Orchestration
Customer journey orchestration remains broken in 2026. CX experts reveal why fragmented data continues to derail customer journey success.
Rhys Fisher · 23 Apr 2026
When Customer Journeys Go Dark: AI Orchestration and the Fight for Visibility
Enterprises often talk about "knowing the customer." They invest in CRMs, contact center platforms, analytics platforms, and automation – each designed to im...
Christopher Carey · 22 Apr 2026
Reinvent Your Value Proposition Or Lose Customers, Bain Warns
Customer expectations keep moving, but many enterprise CX programs still sit too far from the CEO and too far from value.
Nicole Willing · 21 Apr 2026
Five Adobe Summit Announcements Every CX Leader Should See
From an AI coworker to brand visibility in the age of AI search, here are the 5 Adobe Summit 2026 announcements CX teams need to know about.
Rhys Fisher · 20 Apr 2026
Is Your Data Stack Ready for Real-Time Journey Orchestration?
Can your stack support real-time customer journey orchestration? Use this framework to assess data, identity, and activation readiness.
Sophie Wilson · 20 Apr 2026
How Secondary Ticket Platforms Are Rebuilding Customer Trust in 2026
Resale platforms face trust challenges driven by uncertainty, fragmentation, and customer perception when rebuilding CX confidence.
Francesca Roche · 17 Apr 2026