Customer Experience

Is Your CRM About to Replace Your WEM Platform? What CX Leaders Need to Know

For years, workforce engagement management occupied its own corner of the CX stack. It was technically adjacent to the contact centre or CRM platform, but deliberately separate. Vendors like Verint, Calabrio, and NICE built substantial businesses on that separation. They...

What Actually Makes a Brand Stand Out?

Marketers pour most of their budgets into the work everyone can see. Television spots, billboards, sponsored search, influencer deals. A report from branding agency jkr and Kantar argues that this spending earns far less brand equity than its cost implies. The...

Five Key Takeaways from NiCE World London 2026: Agentic AI as a Human Complement Rather Than Replacement, Governance Is the New No 1 Priority, and More

NiCE World London 2026 opened with a programme tailored around an increasingly familiar premise: agentic AI is well beyond being a future-tense conversation for contact centres. As the raft of keynotes, panel discussions and spontaneous conversations illustrated, that argument has...

HubSpot Acquires Warmly and its Buyer-Intent AI Agents

HubSpot has agreed to buy Warmly, a six-year-old startup that builds AI agents for sales and marketing teams. Co-founders Max Greenwald, Carina Boo and Alan Zhao started the company to make go-to-market work more like engineering, with connected tools and...

Microsoft’s Copilot Learns to Finish the Job in Dynamics 365, Not Just Start It, With Service Agent and New MCP Tools Availability

Microsoft’s Service Agent went fully live inside Microsoft 365 Copilot this week, three months after its public preview debut. Essentially, this means that customer service reps can now ask Copilot to act on a case, not just explain one. Until now,...

Journey Management Platforms: Choosing a System for the Future of CX

Remember when the customer journey used to be simple? You’d spot a product on a shelf or online, and you’d buy it (if you had the cash). Now there are so many steps we never even imagined before. You scroll...

Consumers Have Yet to Find a Brand that Uses AI in Messaging Well

Every enterprise marketing team wants to sound like it understands AI. Over the past two years, that has meant folding AI language into taglines, product pages, and press releases, on the assumption that mentioning the technology signals a company is...

Sovereign AI in CX: The Move From AI Adoption to AI Control

Most of us are experiencing the same strain in CX right now. The push to roll out bigger, better, more powerful AI tools is relentless. Enough to make some companies consider cutting corners. At the same time, though, regulators keep...

Pinkfish Acquisition Arms Genesys with 25,000 Tools for Autonomous Agents

Genesys has acquired Pinkfish, an agentic orchestration workflow company, to let its virtual agents do more than talk to customers. The acquisition gives Genesys Cloud AI the ability to connect a customer’s request to real actions across enterprise systems, the...

What Is a Customer Loyalty Strategy in 2026? The Case Against Points-Chasing

The average shopper belongs to more than a dozen loyalty programmes. Ask them to name three they actually care about, and most will struggle. That gulf, between enrolment and affection, is the central problem facing every brand still treating customer...

Inside CX Vision 2035: Tackling Finance Transformation and the Work-Design Crisis

Two sessions at the CX Vision 2035 – Wembley Stadium on 5th November 2026 – reveal why the most important questions in customer experience are no longer about technology — they’re about how organisations actually work. What are the most important...

Here Are the Hyper-Personalisation Risks Companies Need to Know

Personalisation used to be basic, but polite. You’d see your name in a subject line, or a mention of what you bought last time in a message, and think, “Hey, they remembered me.” Then things sped up. Companies started gathering more...