Today’s pick

NRF Retail Big Show: The Move from Data to Decisions With Agentic AI

2026 kicked off with much discussion about the poor value of dashboards for decision makers. And CX and retail providers are already trying to resolve the issue for customers with more decision-focused Agentic AI tools. And while builders are creating...

2025 Was About Agentic AI. What Comes Next?

2025 was the year artificial intelligence moved deeper into doing. What began as a promise of autonomous agents in research papers and visionary roadmaps became a tangible force in customer experience, enterprise automation, and strategic toolkits across industries. “Agentic AI” describes...

The Words of the Year Are Marketing and CX Warnings, Not Business Objectives

Among the endless end-of-year listicles and key insights like Cloud Dancer as Pantone’s colour of the year, there are plenty of valuable warning signs for marketing and customer experience teams. While cloud dancer (image) might hint at calm and order,...

Google’s AI Is Phoning Businesses for Pricing and Many Aren’t Answering, Survey Reveals

Google’s AI is picking up the phone and calling local businesses to ask for pricing, and a new study shows many businesses are failing to respond. Introduced in July 2025, Google’s AI option in Search can check pricing at the US...

Customer Experience Attracted More Investment and M&A Activity in 2025

We’ve covered plenty of updates from the investment side of the CX and AI worlds this year. But, with a spot of digging into the depths of the venture capital scene, we’ve found many more new and scaling products, and services....

Gartner: AI Hasn’t Shrunk CX Workforces, Yet

Amid ongoing debate about whether artificial intelligence will replace frontline service workers, new research from Gartner suggests the situation is far more nuanced. A survey of 321 customer service and support leaders found that only 20% have reduced agent headcount...

Interview: International Customer Experience Awards’ CX Leader of the Year, Claire Bristowe

While we’re starting to look forward to next year’s awards, the after glow of the recent ceremonies is still bright. CXM sat down with Aegon UK’s Claire Bristowe who looked in complete shock when named as CX Leader of...

The US Customer Experience Awards 2026 is Now Open 

The US Customer Experience Awards 2026 is Now Open   The US Customer Experience Awards (USCXA) entries are now OPEN! Organised by Awards International, in partnership with CXM, the USCXA programme invites companies and organisations across all sectors to showcase their most...

2026 Predictions: The Year AI Turns Nasty and Makes Us Lazy?

2025 goes out with an increasingly nasty smell around AI. First, there’s the ongoing risk of a bubble and crash among the major providers. And, this week, memory manufacturer Micron announced the closure of its popular, if niche, consumer/performance provider...

ChatGPT Launched a Shopping Research Feature and People Have Mixed Feelings

OpenAI has launched a new shopping research feature inside ChatGPT, turning the AI assistant into a product-finding and comparison tool in time for the holiday rush. The feature is rolling out on web and mobile for logged-in users across all plans...

Salesforce Says AI Agents Are Already Running Customer Experience

Salesforce opened its Q3 2026 earnings call by stating that AI agents are actively running customer experience inside some of the world’s largest organisations. Speaking alongside engineering, sales and finance executives, CEO Marc Benioff described a shift from isolated automation pilots...

CXM’s November Catch-Up and December CX Events Roundup

November may have come grinding to a halt due to Thanksgiving, but there was still plenty of action earlier on, with lots coming in December to keep an eye on. The highlight for the CXM team was definitely awards night for...