Customer Experience

Booking.com Confirms Data Breach as Hackers Target Customers with Phishing Scams

Booking.com has confirmed that unauthorised third parties accessed customers’ personal data, with evidence already emerging that the stolen information is being weaponised in targeted phishing attacks against travellers. The global travel platform began notifying affected customers last week, sending emails disclosing...

Customers Don’t Shop the Way Analytics Says They Do

Think about the last considered purchase you made online. Chances are you did not arrive at a product page, read the description once, and buy. More likely, you searched, clicked around, closed the tab, came back a day later, added...

Airship’s AI Agent Fleet Is Growing. Can Multi-Agent Promises Hold Up to Enterprise Reality?

Airship announced a significant expansion of its AI Agent Fleet, introducing the new Campaigns AI Agent alongside enhancements to several existing agents. The mobile-first CX company is pitching the fleet as the world’s first grounded, tested, and trained multi-agent system...

Oracle Launches Fusion Agentic Applications for CX as Expectations Shift

Oracle has launched Fusion Agentic Applications for customer experience. The new category of enterprise software is designed to move beyond supporting sales, service, and marketing teams to actively driving outcomes on their behalf. Announced at the Oracle AI World Tour...

Sprinklr’s AI Innovations Reflect Demand for More Reliable Automation

Across the CX technology market, vendors are under growing pressure to build AI that can justify its outputs, not just produce them. With the gap between AI investment and impact remaining wide, enterprise buyers are asking harder questions about governance...

McKinsey Uncovers Lessons on Customer Engagement from Asia

Asia is quietly rewriting the rules of customer engagement, and the lessons it offers have never been more important for Western brands. A new McKinsey report has identified six business model archetypes piloted across Asian markets generating growth rates well...

Will AI Replace Contact Centre Agents? No, But It’s Going to Change the Job

Fears about AI tools replacing humans have been building up for a while now. AI comes bundled into virtually every CX platform and tool. Companies like NiCE, Genesys, and Dialpad already think agentic AI is running the contact centre. Some companies,...

HubSpot’s TikTok Integration Puts Customer Context Behind Every Ad

HubSpot has brought TikTok natively into its Marketing Hub, giving marketers the ability to manage campaigns, schedule content, and measure performance across both paid and organic TikTok activity inside a single platform. The integration is built around what HubSpot describes...

Forrester Reveals Why Most Businesses are not Seeing AI Impact

According to Forrester’s latest report, three years into the generative AI era, most enterprises are struggling to turn AI investment into measurable business impact. Its latest Accelerate Your AI Voyage report identifies a list of actions that successful frontrunners or...

Hackers Claim Theft of 3 Million Salesforce Customer Records from Cisco

Reports have emerged that a criminal extortion group is attempting to blackmail Cisco after allegedly stealing more than three million Salesforce customer records. Cisco has not confirmed the claims, but they have circulated widely across security media over the past...

HubSpot Ties AI Agent Pricing to Results

HubSpot is changing how it charges for two of its flagship AI agents, moving from activity-based fees to a model where customers only pay when the agent completes its assigned task. From 14 April, Breeze Customer Agent will be priced...

Sprinklr and CreatorIQ Unite to Give Enterprise Brands One View of Creator and Social Data

Sprinklr and CreatorIQ, a creator marketing platform, have announced a strategic partnership to solve one of enterprise marketing’s most persistent measurement problems: the disconnect between creator campaign data and the social and paid performance picture. The partnership integrates CreatorIQ’s Creator Graph,...