Big CX News from Gartner, Genesys, Sprinklr & IBM

It’s Summer ’26 Release offers various insights and support by integrating vendor tools such as Microsoft Teams and Adobe Customer Journey Analytics.

For CX leaders, Sprinklr’s broader goal to reduce the gap between knowing what customers are saying and acting on it will enable teams to act more quickly on decisions to offer more connected, consistent experiences at scale.

Karthik Suri, Chief Product and Corporate Strategy Officer at Sprinklr, said the Summer ’26 Release is designed to help organizations identify the most important customer signals for faster, AI-assisted action across CX.

“The challenge today isn’t collecting data, it’s knowing what matters and acting on it quickly,” he said.

“With this release, we’re helping organizations move from signals to decisions and from conversations to resolutions by combining agentic AI for autonomous resolutions with copilot support for human-assisted ones."

"This helps enable brands to act in real time, while staying in control where it matters most.”

Read the full article here.

IBM and Red Hat Move Project Lightwell to Commercial Launch, Warning AI Security Risks are a “Wake Up Call” for CX Leaders

When Red Hat and IBM first introduced Project Lightwell in late May, it was framed as a response to a fast-changing AI security landscape. Just weeks later, the initiative has moved from concept to commercial availability, a rapid expansion that reflects how quickly frontier AI risks are reshaping enterprise security priorities.

The initiative, which the companies announced on May 28, was launched commercially on July 8 and has early customers using the service.

Brian Gracely, Senior Director of Portfolio Strategy at Red Hat, told CX Today in an interview that the pace is not accidental. As AI accelerates software development and threat activity, security programs that once evolved over quarters or years now need to move in weeks.

“The service has moved very quickly,” Gracely said. “We’ve gotten a lot of really good input from the market in terms of the nuances of how content is handled, how embargoes work.”

For enterprises, and particularly for customer experience leaders increasingly responsible for AI-powered customer journeys, the launch is a signal that security can no longer sit at the edge of digital transformation.

As AI becomes embedded in contact centers, self-service, automation, analytics and customer data environments, the risk profile around CX technology is expanding just as quickly (Read on...).