Customer engagement AI is evolving as Adobe, Optimove, Zoom, and SAS bring more context and control to AI-led journeys ...

That is a serious amount of momentum. It is also the point at which a company investing in a customer data platform or marketing system should get a little pickier about the word “integration.” Zeta’s ...

Once upon a time, the general consensus around AI was that if you don’t give them too much access, you won’t have any problems. Unfortunately, this week showed why that advice is no longer enough.

Dr. Martens' Chief Technology & AI Officer Graham Calder shares how the iconic brand fixed its fragmented customer care operation.

This week’s CX analytics round-up examines AI-driven intelligence, data governance, observability and the transition to real-time decisions. Customer analytics is moving into a new phase as AI changes ...

This week’s CX analytics round-up examines AI-driven intelligence, data governance, observability and the transition to real-time decisions.

CX Today covers news including CRM, Customer Engagement Platform, Customer Retention Strategies, RCS Business Messaging Software, WhatsApp Marketing Software and more.

Customer experience no longer stops at the contact center. It is shaped by the wider ecosystem of interactions - from the first marketing touchpoint to the peer communities customers rely on, and the ...

CX Today covers news including Call Recording Compliance, Microsoft Teams Contact Center, Security and Compliance and more.

Customer-service AI is increasingly being judged on its ability to complete tasks independently, yet completion is not always the same as a positive outcome. Resolution rates can offer a useful ...