the beat

CX Intelligence

Customer Analytics & Intelligence

96% of Your Shoppers Still Aren’t Staying Loyal

Quickfire Digital research shows that 96% of UK consumers are open to brand loyalty, but retailers may be prioritizing discounts over the journeys that earn repeat business. Batra Group and Quickfire Digital explain why delivery, returns, and product discovery now shape retention.

Francesca Roche · 12 Nov 2026

How Zoom and Salesforce are Targeting a More Connected CX

Customer data is becoming more useful at the moment of action. Fullstory, Zoom, Salesforce and ChurnZero show how behavioural signals, interaction histories and real-time intelligence can help CX teams deliver better decisions, while keeping governance and human judgement in view.

Francesca Roche · 27 Oct 2026

Interview

Are Your Mobile Customers Hitting a Breaking Point?

Mobile apps and websites can appear technically healthy while customers struggle to complete basic tasks. Fullstory President Jason Wolf discusses rising rage and dead clicks, passive session time, and why behavioral intelligence must sit beside traditional performance measures.

CX Intelligence

96% of Your Shoppers Still Aren’t Staying Loyal

How Zoom and Salesforce are Targeting a More Connected CX

Are Your Mobile Customers Hitting a Breaking Point?

CX Awards 2026 Finalists Revealed: See The Full Shortlist

Salesforce and Accenture Lead a Busy Week for Analytical Acquisitions

Why Fragmented Retail Media Data Damages Customer Intelligence

Salesforce Loops Deal Targets CX Problems Before They Hit

Heathrow, Google and the ICO on Smarter, Safer CX Data

Your Decision-Making Strategy is Now on a Timer

Marketers Have Months Left to Spot Human Intent

Turning Teams Recordings into Conversation Intelligence

SAP Launches Autonomous CX AI Assistants at Connect 2026

Only 6% Trust AI Suggestions to Make the Final Purchase Call

Why CX Leaders Are Connecting Signals Before Scaling AI

Your Enterprise May Have a Decision-Making Problem

Why Customer Intelligence Is Dropping Dashboards

From Teams Recording to Conversation Intelligence: How Organisations Can Get More from Every Call

AEO Is Not SEO With a New Acronym: The Metrics CX Leaders Need to Track Now

The Three Pillars of Customer Intelligence: Context, Governance and Action

Your Brand Has an AI Reputation. You May Not Like What It Is Saying

Customer Intelligence Is Entering Its Action Era

The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask

Can Sprinklr Customers Keep Up With Its AI-Powered CX Ambitions?

How AI Can Help Small Retailers Improve Sales This Summer

Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It

Can CallMiner Eureka Turn Conversations Into CX Action?

Fin Operator Drives 20,000 AI Support Improvements To Free Employee Capacity

Your Shoppers Are Rethinking Fast Fashion, What Now?

FullStory Customer Analytics: Can Travel Teams Fix Booking Friction Before It Costs the Sale?

Contentsquare is Building a Single Layer for AI-Powered Customer Analytics

Stop Asking for Feedback: How Context-Aware Listening Replaces the Survey Link

Why “How Was Your Flight?” Now Defines Airline Loyalty

The Outbound Visibility Problem No One Talks About

Sprinklr Expands AI Capabilities to Shrink the CX Action Gap

The Survey Link Is Dead - Long Live the Survey

Genesys Report Reveals CX Loyalty Is Now At Make-or-Break

Death of the Survey Link: The Future of Customer Feedback Is Conversational

Beyond CSAT and AHT: The New Metric Stack for AI‑Driven CX

Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment

Can You Trust Your Customer Data Enough to Base Decisions on It?

How To Fix Customer Identity Gaps That Break Every Analytics Model You Build

Why Does Your Customer Data Get Bigger While Your Decisions Get Worse?

From Reactive to Predictive: How VoC Data Is Changing the Outsourcing Conversation

The Way You're Measuring CX AI ROI Is Broken

From Technical Win to Budget Approval: Making CX Purchases CFO-Ready

Why Enter the CX Awards in 2026? The Market Demands Proof.

Sprinklr Launches LLM Insights to Track and Fix How Brands Appear in AI Search

Your Customer Insights Aren’t Driving Action. They’re Arriving After the Opportunity Has Gone

CX Awards 2026 - Where Outcomes Get Recognized

Your Customer Insights Aren’t Wrong — They’re Just Arriving Too Late to Matter

Sprinklr Targets the CX Blind Spot With ViralMoment Deal

Is Your Customer Analytics Strategy Just Making Bad Decisions Look More Data-Driven?

Capacity Launches AI Analytics Assistant As Conversational Analytics Moves Toward Predictive CX Decisioning

Medallia’s Debt Scrutiny Raises A New CX Question: Can Your Customer Intelligence Platform Survive A Restructure?

How to Build a Customer Intelligence Engine That Predicts Behavior Instead of Reporting It

Customer Contact Week Nashville 2027

Adobe Summit 2027

Google Cloud Next '27