CXScanner — Latest CX & CS News

Microsoft Launches Real-Time Voice Agents, New Agentic Features Across Dynamics 365 CX Portfolio

Mon, 27 Apr 2026 23:10:13 GMT

Microsoft has introduced significant updates to its Dynamics 365 CX portfolio, focusing on "agentic" AI. The rollout includes real-time voice agents in Copilot Studio and autonomous agents designed to handle complex tasks for service and sales teams. These tools shift AI from basic chatbots to proactive assistants that can navigate workflows, manage customer queries via voice in real-time, and automate multi-step processes, aiming to reduce manual workloads for contact center agents and sales reps.

GEO Gatekeeper: Before Buyers Visit Your Site, AI Has Already Judged You

Mon, 27 Apr 2026 22:49:37 GMT

The traditional customer journey is being disrupted by 'GEO Gatekeepers'—AI models and search engines that curate information for buyers before they visit a brand's website. For CX professionals, this means the 'zero moment of truth' now happens within AI interfaces. To remain competitive, brands must shift from SEO to Generative Engine Optimization (GEO), ensuring their data is structured and authoritative enough for AI to recommend them. Failure to optimize for these digital gatekeepers results in being excluded from the buyer's shortlist before a human interaction ever occurs.

The Chief Experience Officer Isn’t a Vanity Title. It’s a Leadership Test.

Mon, 27 Apr 2026 22:02:48 GMT

This article challenges the perception of the Chief Experience Officer (CXO) as a mere trend, arguing that it is a rigorous leadership test. A successful CXO must go beyond surface-level improvements to align disparate silos—marketing, sales, and service—under a unified customer vision. The failure of the role often stems from a lack of executive empowerment rather than a lack of talent. For CX professionals, the message is clear: the title only works if the leader is granted the authority to dismantle departmental barriers and influence the entire customer lifecycle.

Guest Speakers Reveal Where AI Belongs In CX — And How Leaders Protect Trust

Mon, 27 Apr 2026 21:17:54 GMT

In anticipation of the Forrester CX Forum East, leaders from major organizations including Disney, Amazon Ads, and Voya Financial highlight the urgent need for a balanced AI strategy. The focus is on determining which customer interactions should be automated for efficiency and which require human intervention to preserve empathy and trust. As brands face pressure to deploy GenAI, these leaders argue that maintaining transparency and creative integrity is the only way to evolve CX without alienating the customer base.

ASAPP Adds 5 AI Agents to Customer Experience Platform

Mon, 27 Apr 2026 20:53:20 GMT

ASAPP has introduced five specialized AI agents to its Customer Experience Platform (CXP), designed to handle specific stages of the contact center lifecycle. These "Generative AI Agents" move beyond basic chatbots to automate complex tasks: Auto-Discovery analyzes data to find automation opportunities; Auto-Design builds conversation flows; Auto-Transcribe handles speech-to-text; Auto-Summary generates post-call notes; and Auto-Coach provides real-time agent feedback. This move signals a shift toward modular, purpose-built AI that reduces manual administrative burdens.

Can Bed Bath & Beyond’s Bilt partnership simplify its experience?

Mon, 27 Apr 2026 19:39:56 GMT

The partnership could

Is “Surveillance Pricing” Good Business Or A Bad Idea?

Mon, 27 Apr 2026 18:45:26 GMT

The FTC is investigating 'surveillance pricing,' where companies use AI and personal data (credit scores, browsing history, location) to charge individual prices. While dynamic pricing based on supply and demand is common, personalized pricing based on an individual's data can trigger a 'fairness' backlash. For CX professionals, the challenge lies in the trade-off between margin optimization and customer trust. If customers feel exploited or tracked, it destroys long-term loyalty and creates negative brand sentiment that far outweighs short-term revenue gains.

CX Leaders Need a New North Star Beyond Conversion Rate

Mon, 27 Apr 2026 18:17:56 GMT

This article argues that traditional CX metrics like conversion rate are insufficient for sustainable growth. CX leaders are encouraged to adopt 'Customer Margin' as their new North Star, integrating customer behavioral signals with financial margin intelligence. This shift helps brands avoid 'hollow conversions'—sales that satisfy the customer but hurt the bottom line due to high acquisition costs or heavy discounting. By aligning CX initiatives with profitability, leaders can better justify investments and ensure every customer interaction contributes to the business's health.

Top Trends For Health Insurers And Healthcare Providers: Too Many Spinning Plates, No Room For Failure

Mon, 27 Apr 2026 16:59:35 GMT

Healthcare providers and insurers are grappling with an increasing number of simultaneous challenges — each demanding urgent attention. Both face pressure to rebuild trust, navigate regulatory uncertainty, contain costs, modernize operations, and demonstrate r

Culture Doesn’t Raise NPS. Operational Discipline Does.

Mon, 27 Apr 2026 16:28:30 GMT

This article challenges the popular notion that culture alone improves Net Promoter Scores (NPS). While a positive culture is valuable, the author argues that measurable improvements in customer metrics result from rigorous operational discipline. CX success requires a structured approach: identifying specific customer pain points, assigning clear departmental ownership for those issues, and tracking the impact of fixes. Without this tactical execution and accountability, cultural initiatives remain abstract and fail to deliver tangible results in customer loyalty.

Not A Vendor, Still A Breach: Vercel’s Third-Party Risk Failure

Mon, 27 Apr 2026 15:44:59 GMT

A Vercel employee granted extensive data permissions to an unsanctioned AI tool (Context.ai) using corporate credentials, leading to a breach. This highlights a critical 'definition gap': third-party risk exists even without a formal procurement process. For CX leaders, this incident serves as a warning that customer data protections are only as strong as the weakest 'shadow IT' link. Security failures of this nature directly erode customer trust and highlight the need for stricter governance over how employees interact with AI tools that request access to sensitive environments.

Game Over For Trust: A Roblox Cheat Gives Attackers The Advantage

Mon, 27 Apr 2026 15:44:54 GMT

A security breach at Context.ai highlights a growing risk in the digital supply chain: employee behavior outside of work tasks. An employee downloaded a Roblox cheat script that contained 'Lumma Stealer' malware, leading to compromised credentials and a cascading supply-chain attack. For CX professionals, this underscores the fragility of customer trust; a single non-work-related lapse in judgment by a staff member can expose sensitive customer data, proving that security protocol is a critical component of the total customer experience.

Why the Network Layer Is Now a CX Problem

Mon, 27 Apr 2026 15:40:49 GMT

In the era of AI voice agents and real-time sentiment analysis, network latency has shifted from an IT background issue to a critical CX vulnerability. High latency causes unnatural pauses in AI conversations, leading to customer frustration and abandonment. To deliver seamless automated experiences, CX leaders must prioritize low-latency network infrastructure and 'edge' processing. Modern CX success now depends on the technical reliability of the transport layer as much as the quality of the AI model itself.

Mission Possible: Navigating The GTM Singularity

Mon, 27 Apr 2026 15:30:15 GMT

Forrester highlights a critical shift in B2B commerce termed the 'GTM Singularity,' where traditional sales and marketing silos are no longer effective against complex buying dynamics. Influenced by AI, distributed buying groups, and self-service preferences, the balance of power has shifted toward the customer. For CX and CS leaders, this necessitates a total alignment of the go-to-market engine to ensure a seamless, value-driven journey from initial discovery through long-term retention and expansion.

DeepSeek V4 is Here. What Does it Mean for Enterprise Productivity?

Mon, 27 Apr 2026 15:11:58 GMT

DeepSeek V4 marks a shift toward 'commodity AI,' where high-performance frontier models are available at a fraction of previous costs. For CX professionals, this removes the financial barrier to scaling AI across support operations. Rather than just focusing on general reasoning, V4 enables deep integration into enterprise workflows, making it easier to automate complex agent tasks, process vast amounts of customer data, and power hyper-personalized interactions without the 'AI tax' usually associated with premium models.

Ivanti’s Latest Release Puts Agentic AI ITSM Into Commercial Deployment

Mon, 27 Apr 2026 15:11:41 GMT

Ivanti is transitioning IT Service Management (ITSM) from reactive conversational AI to proactive "agentic" AI. The April 2026 Neurons platform update introduces an autonomous AI agent capable of resolving service desk tickets independently rather than just providing scripted responses. This shift aims to automate complex workflows and drive higher ticket deflection rates by allowing AI to act on behalf of the user, signaling a broader industry move toward autonomous service operations and reduced manual intervention for routine IT issues.

SoundHound’s LivePerson Deal Targets the Biggest Omnichannel CX Gap

Mon, 27 Apr 2026 14:55:18 GMT

SoundHound AI’s acquisition of LivePerson signals a major shift toward solving the "context gap" in omnichannel CX. By integrating SoundHound’s voice AI with LivePerson’s digital messaging expertise, the move aims to create a unified 'Agentic AI' platform. For CX professionals, this means a reduction in friction during channel-switching, as the technology is designed to maintain intent and data as a customer moves from phone to chat. The deal underscores the industry's focus on moving beyond siloed chatbots toward comprehensive, cross-channel AI orchestration.

Will AI Agents Break the Project Management Software Model?

Mon, 27 Apr 2026 14:54:07 GMT

The emergence of AI agents like OpenAI’s Codex and Anthropic’s Claude Code is disrupting the project management software market. By automating complex workflows and allowing for the creation of custom internal tools without heavy development costs, these agents threaten the traditional 'per-seat' pricing model. For CX and project leaders, this shift offers a move away from manual administrative overhead toward autonomous systems that can manage tasks, potentially reducing software sprawl while increasing operational efficiency.

Cognitive Sovereignty: Protect Human Judgment In An AI‑Saturated World

Mon, 27 Apr 2026 14:23:54 GMT

Forrester introduces the concept of 'cognitive sovereignty' as a defense against the erosion of human judgment in AI-heavy environments. As AI provides more recommendations and content, there is a risk of automation bias and loss of critical thinking. For CX professionals, the focus must shift to data literacy and 'humans-in-the-loop' systems. This ensures that while AI handles efficiency, human leaders maintain the final say on strategic decisions and customer empathy, preventing systemic errors that can occur when AI is left entirely unchecked.

20% of SAP Support Tickets Now Resolved Without a Human

Mon, 27 Apr 2026 14:05:12 GMT

SAP has reached a significant milestone in AI-driven support, with 20% of internal support tickets now resolved autonomously without human intervention. During its Q1 earnings call, CEO Christian Klein noted that AI assists 100% of cases, highlighting a shift toward 'AI-first' service. This transition significantly boosts efficiency and operational savings while ensuring that human agents are only brought in for high-value or complex issues. The move signals a broader trend in enterprise tech toward using LLMs and automated workflows to handle volume at scale.

How to Choose Workforce Engagement Platforms That Scale

Mon, 27 Apr 2026 14:00:46 GMT

Many enterprises fail by treating Workforce Engagement Management (WEM) as a mere scheduling utility. To scale, CX leaders must shift toward platforms that integrate performance management, quality assurance, and employee experience. Modern WEM solutions should automate manual coaching workflows and replace spreadsheet-based analytics with real-time insights. The goal is to move beyond operational logistics and create a direct link between agent well-being, staffing decisions, and tangible customer outcomes.

LivePerson Syntrix Targets the AI Governance Gap as Contact Centers Struggle to Scale GenAI from Pilot to Production

Mon, 27 Apr 2026 13:59:17 GMT

LivePerson has introduced Syntrix to address the 'trust gap' preventing contact centers from moving GenAI from pilot phases to production. While AI capability is high, leaders remain hesitant due to governance concerns and unpredictable outputs. Syntrix acts as a simulation and evaluation environment, allowing brands to stress-test AI agents against thousands of scenarios before deployment. This focus on objective measurement and safety is essential for CX leaders who need to prove ROI while minimizing brand risk in automated customer interactions.

Most Brands Are Failing to Turn AI Into Customer Engagement Results

Mon, 27 Apr 2026 13:56:25 GMT

Brand investment in AI for customer engagement has skyrocketed, but recent research from Forrester and Braze indicates a significant gap between spending and tangible results. While 99% of brands are experimenting with AI, few have evolved past basic efficiency gains to drive high-value business outcomes or improved customer loyalty. The data suggests that many firms lack the behavioral science expertise and strategic integration needed to turn automated interactions into meaningful, long-term customer relationships.

Which Workplace Analytics Vendors Are Leading in 2026

Mon, 27 Apr 2026 13:52:49 GMT

As we approach 2026, workplace analytics has evolved from simple data collection into a strategic necessity for enterprises. The market is currently bifurcated between specialized analytics tools and broad workforce optimization platforms. For CX and operational leaders, the focus is shifting toward tools that bridge the gap between employee experience and operational efficiency. Choosing the right vendor is now the primary determinant of whether data becomes actionable intelligence or mere 'noise,' with a heavy emphasis on integration and predictive capabilities.

840,000 Deaths a Year: The ILO Report Every EX Leader Needs to Read

Mon, 27 Apr 2026 13:52:22 GMT

The International Labour Organisation (ILO) reports that 840,000 deaths annually are linked to psychosocial risks at work, such as stress and mental health issues. For CX leaders, this highlights a critical link: Employee Experience (EX) directly impacts the ability to deliver Customer Experience. When employees face extreme stress, service quality suffers and attrition rises. This report serves as a mandate for leaders to integrate mental health and safety into their operational strategies, ensuring that the 'human' element of the workforce is protected to sustain long-term CX excellence.

HITL vs HOTL vs AI-in-the-Flow: Untangling the Loops of Human and AI Collaboration

Mon, 27 Apr 2026 13:23:46 GMT

This article addresses the evolving governance models for AI in CX: Human-In-The-Loop (HITL), Human-On-The-Loop (HOTL), and AI-in-the-Flow. It argues that successful AI deployment isn't just about automation rates, but about defining clear boundaries for human intervention. CX leaders must shift from focusing solely on technical performance to establishing robust frameworks for accountability and judgment, ensuring that while AI handles efficiency, humans remain the ultimate authority for complex or high-stakes customer interactions.

Microsoft Unveils AI-Powered Innovations Across Microsoft Teams And SharePoint: Highlights of the M365 Community Event 2026

Mon, 27 Apr 2026 13:15:07 GMT

Microsoft has introduced major AI-powered updates to Teams and SharePoint, focusing on deeper Copilot integration. For CX professionals, these updates signify a shift toward 'Connected CX,' where internal collaboration tools directly impact service delivery. Improvements in automated meeting summaries, real-time data retrieval via SharePoint, and AI-driven workflow task management aim to reduce agent friction and accelerate problem-solving by surfacing internal knowledge more efficiently.

Microsoft Unveils AI-Powered Innovations Across Microsoft Teams And SharePoint: Highlights Of The M365 Community Conference 2026

Mon, 27 Apr 2026 13:15:07 GMT

Microsoft's latest updates focus on integrating M365 Copilot deeper into the workplace ecosystem. Key highlights include the evolution of SharePoint as a more flexible knowledge hub and advanced AI integration within Teams to improve collaborative workflows. For CX professionals, these updates signal a shift toward 'Total Experience,' where improved internal employee tools and seamless knowledge management directly support better service delivery and reduced agent friction.

From Input to Intent and Beyond: Uncovering Behavioral Risks in the Age of AI

Mon, 27 Apr 2026 13:14:34 GMT

The shift from GenAI to agentic AI introduces complex governance risks for CX leaders. Traditional compliance—monitoring single inputs and outputs—is insufficient when AI agents act independently across platforms. This discussion highlights the need for a 'behavioral' approach to risk, focusing on the intent and outcomes of AI interactions. For CX professionals, this means balancing the efficiency of automated workflows with robust oversight to prevent brand damage, data leaks, and compliance violations in the contact center and beyond.

Call For Entries: The 2026 Enterprise Architecture Awards

Mon, 27 Apr 2026 13:05:16 GMT

Forrester, in partnership with The Open Group, has announced the call for entries for the 2026 Enterprise Architecture (EA) Awards. Despite past predictions of its decline, EA has become essential for navigating modern complexities like cloud adoption and AI. For CX professionals, modern EA is a critical enabler of the "customer-obsessed" growth engine. The awards recognize organizations that use architecture to bridge the gap between technical strategy and delivering superior customer value, fostering agility and resilience in an increasingly volatile market.

Salesforce: Enterprises Are Running Dozens of AI Agents, and Half of Them Are Invisible to Each Other

Mon, 27 Apr 2026 13:03:12 GMT

The Salesforce 2026 Connectivity Benchmark Report highlights a surge in AI agent deployment, with some companies building hundreds in a single year. However, a critical visibility gap exists: half of these agents operate in isolation, unable to share data or context. For CX leaders, this fragmentation threatens the goal of a seamless customer journey. The report emphasizes that while decentralized innovation (business users building tools) drives speed, it requires a unified integration strategy to prevent 'Agent Silos' from degrading the service experience.

Intergenerational Week: The Companies Turning Age Diversity Into Advantage

Mon, 27 Apr 2026 12:59:23 GMT

Global Intergenerational Week highlights the challenge of managing a workforce spanning five generations. With Gen Z and Millennial engagement declining, leading companies are shifting from a 'one-size-fits-all' approach to tailored employee experiences. By fostering intergenerational collaboration, businesses can bridge the skills gap and improve operational performance. For CX leaders, this means aligning internal culture with external customer expectations, as a diverse, engaged workforce is better equipped to serve a diverse customer base.

Five Actionable Takeaways For CX Leaders In A Volatile World

Mon, 27 Apr 2026 12:42:57 GMT

Forrester highlights that modern CX leaders must abandon rigid, process-heavy operating models in favor of agility to navigate global volatility. To remain effective, CX professionals should focus on connecting experience improvements directly to financial outcomes, leveraging AI for speed rather than just automation, and shifting from 'enforcing' governance to 'enabling' business units. The article emphasizes that survival in a 'high-difficulty' business environment requires CX teams to be more adaptable, outcomes-oriented, and integrated into the broader business strategy.

Intercom Challenges Multi-Agent Trend With Expansion Into Sales

Mon, 27 Apr 2026 12:30:24 GMT

Intercom is challenging the 'multi-agent' trend by expanding its Fin AI agent into sales, aiming to provide a unified AI interface for the entire customer lifecycle. By moving away from siloed support and sales tools, Intercom allows Fin to handle lead qualification and initial engagement alongside support queries. For CX leaders, this represents a shift toward 'total experience' platforms where shared context reduces friction, ensuring that insights from support interactions directly inform sales opportunities and vice versa.

ServiceNow Q1 2026 Earnings: AI Momentum Builds, But Investors Remain Cautious

Mon, 27 Apr 2026 12:09:57 GMT

ServiceNow delivered a strong Q1 2026 performance, exceeding revenue guidance and raising its full-year outlook. Despite a stock dip due to high investor expectations, the company reported significant growth in GenAI adoption. CEO Bill McDermott highlighted that ServiceNow’s GenAI products represent the fastest-growing set in company history. Strategic expansion continues through deepened partnerships with Microsoft and NVIDIA, aimed at streamlining AI workflows and enterprise automation across the platform.

AI Rivals, Cyber Allies: Google Warns of Sophisticated Attack on Microsoft Teams

Mon, 27 Apr 2026 11:51:54 GMT

Google’s threat intelligence team has uncovered a sophisticated social engineering campaign, attributed to hacker group UNC6692, targeting Microsoft Teams. The attack marks a shift in cyber threats, moving from traditional email phishing to internal collaboration platforms. By blending social engineering with advanced technical execution, these attackers aim to compromise corporate communications. For CX and IT leaders, this highlights a critical vulnerability in the tools used for employee and customer collaboration, requiring a rethink of internal security protocols.

Despite the hype, AI is not replacing the customer service workforce

Mon, 27 Apr 2026 11:00:00 GMT

Despite industry narratives around 'agentless' service, AI is not replacing the human workforce. Instead, it is acting as a force multiplier that handles high-volume, repetitive queries, allowing human agents to focus on complex, high-emotion issues. Leaders are shifting from displacement goals to augmentation strategies, recognizing that human empathy remains a competitive advantage. The focus is now on training agents to work alongside AI, ensuring technology handles the 'easy' tasks while humans provide the nuanced support that builds long-term brand loyalty.

Shoppers say they’ll share data with retailers — but they want to see a payoff

Mon, 27 Apr 2026 11:00:00 GMT

Research from dunnhumby reveals a significant 'value exchange' gap in retail: 50% of shoppers are willing to share personal data, but only if it results in tangible benefits like localized savings and relevant recommendations. While customers are becoming more comfortable with Retail Media Networks (RMNs), their loyalty is contingent on receiving value rather than just being targeted. For CX professionals, this highlights the shift from passive data collection to active, reciprocated personalization that prioritizes the customer's immediate needs and financial incentives.

The pros and cons of adding AI to first-party experiences

Mon, 27 Apr 2026 11:00:00 GMT

The move toward integrating AI into first-party experiences offers significant benefits—such as 24/7 availability and faster resolution—but carries risks if implemented without a human-centric approach. While AI excels at routine tasks and data analysis, many consumers still prefer traditional channels for complex or emotional issues. Successful adoption depends on seamless handoffs to human agents and ensuring that AI adds tangible value rather than just serving as a barrier to support. CX leaders must balance efficiency with the nuances of human empathy.

The Searchable Enterprise: Ctrl+F Your Customer Truth

Mon, 27 Apr 2026 10:45:19 GMT

The article introduces the concept of the "Searchable Enterprise," highlighting how CX leaders move beyond surface-level metrics to uncover deep operational truths. By leveraging AI-powered search across all customer interactions—including voice, chat, and tickets—organizations can identify the root causes of friction and churn. This transition from siloed data to a unified "Ctrl+F" capability allows brands to address systemic issues in real-time rather than reacting to monthly reports, ultimately aligning internal operations with actual customer needs.

585880

Mon, 27 Apr 2026 10:12:21 GMT

This article examines the rapid integration of generative AI within unified communications and digital workspaces. For CX professionals, the primary shift is the blurring line between employee experience (EX) and customer experience (CX). By equipping staff with AI-driven insights, real-time coaching, and automated documentation, organizations are reducing agent friction and improving resolution accuracy. The report emphasizes that successful tech adoption requires a cultural shift and a focus on how workspace tools can streamline complex customer interactions.

Is AI Causing Employee Burnout – Or Curing It?

Mon, 27 Apr 2026 09:55:40 GMT

Cisco’s Snorre Kjesbu argues that AI is a primary solution to employee burnout rather than a contributor to it. By automating repetitive "busy work" and administrative tasks, AI allows employees—particularly in the contact center—to focus on creative problem-solving and meaningful human interactions. The discussion highlights that while digital exhaustion is real, well-implemented AI tools can reduce cognitive load and enhance the overall employee experience (EX), which directly correlates to improved customer outcomes.

When Social Listening Becomes Social Surveillance: The Question the Marketing Industry Doesn’t Want to Ask

Mon, 27 Apr 2026 09:48:51 GMT

The article explores the ethical shift from traditional social listening to 'social surveillance.' While analyzing public sentiment is standard practice, modern tools now track private behaviors and predict future actions with invasive precision. For CX professionals, this poses a major reputational risk: using data to 'intercept' customers before they express a need can feel predatory rather than proactive. The core message is that brands must balance the technical capability to monitor users with the moral responsibility to respect digital privacy and consent.

Microsoft Offers First-Ever Voluntary Buyout to Employees: Key Takeaways

Mon, 27 Apr 2026 09:29:35 GMT

Microsoft is undergoing a significant workforce transformation, offering voluntary buyouts to roughly 8,750 US employees (7% of its domestic staff). This historic move signals an aggressive pivot toward AI and cloud computing. For CX leaders, this highlights a broader industry trend where legacy tech giants are reallocating human capital and budget away from traditional maintenance roles toward generative AI and automated customer solutions, potentially reshaping the tools and support structures CX teams rely on.

Responsible AI for UC and CX: A Governance Model That Survives Multi-Platform Reality

Mon, 27 Apr 2026 09:15:28 GMT

AI is no longer optional in UC and CX operations, but its rapid integration across fragmented UCaaS and CCaaS platforms creates significant governance risks. CX professionals must move beyond platform-specific silos to implement a unified 'Responsible AI' framework. This article highlights the need for centralized oversight to manage data security, bias, and transparency, ensuring that AI-driven customer interactions remain ethical and compliant regardless of the underlying technology stack or multi-vendor environment.

Are You Buying CX Tools Instead of Fixing Orchestration?

Mon, 27 Apr 2026 09:14:08 GMT

Many CX organizations fall into the trap of purchasing advanced tools to fix poor customer experiences, only to find that a fragmented tech stack increases friction. The core issue is often a lack of journey orchestration rather than a lack of technology. For CX professionals, the focus must shift from debating specific platforms (like CDP vs. CRM) to ensuring data and interactions flow seamlessly across the entire lifecycle. Without a strong orchestration strategy, every new tool risks becoming another silo that complicates the customer journey.

How to Prove Your Omnichannel CX Is Truly Unified

Mon, 27 Apr 2026 09:00:45 GMT

Modern businesses often mistake having multiple support channels for true omnichannel strategy. This article highlights the common pitfall where customers must repeat information as they transition between chat, voice, and email. To prove a CX strategy is truly unified, leaders must focus on cross-channel context, shared data infrastructure, and a consistent agent interface. A unified experience reduces customer effort and provides agents with the full journey history necessary for faster, more personalized resolution.

Unlocking the power of AI and automation: A new era in customer experience

Mon, 27 Apr 2026 09:00:00 GMT

While 97% of telecommunications leaders recognize AI as a vital driver for CX growth, many organizations struggle to move beyond initial pilot programs. The transition to full-scale AI implementation is hindered by legacy systems and strategic silos. To achieve a competitive edge, CX professionals must prioritize high-impact automation that streamlines customer journeys and empowers agents. Scaling AI is no longer a luxury but a necessity for meeting rising consumer expectations and achieving operational efficiency in a data-driven market.

How to Measure Automation ROI Across Enterprise Workflows

Mon, 27 Apr 2026 08:52:26 GMT

Measuring automation ROI in the enterprise requires moving beyond basic headcount reduction to a holistic view of workflow efficiency. For CX professionals, the focus shifts to 'Value of Time Saved' (VoTS), where the goal is reassigning agents to high-value tasks that drive retention. Success is measured by combining quantitative metrics like reduced Average Handle Time (AHT) and error rates with qualitative improvements in employee and customer experience. Leaders must track performance before and after automation to justify long-term investments.

6 Essential tools to drive visibility in AI-search

Mon, 27 Apr 2026 08:48:56 GMT

The rise of AI search engines and 'agentic commerce' is shifting consumer behavior away from traditional browsing toward direct AI recommendations. For CX professionals, this means visibility is no longer just about traditional SEO, but about being indexable and cited by AI agents. This article highlights tools designed to manage brand presence across Large Language Models (LLMs), ensuring that when AI agents act on behalf of customers, your brand is the one they find. This shift is critical for maintaining market share and a seamless digital customer journey.