Customer Experience
Top Stories
-
Tip
29 Jul 2026
How to choose a CX provider: A practical buyer's guide
When assessing new CX vendors and technologies, enterprise tech buyers need to consider several factors, including technical and business-level buying decisions. Continue Reading
-
News
28 Jul 2026
Adobe releases AI search product catalog optimization tool
Soon, if not already, the customer relationship begins by persuading AI agents that your brand is legit. Continue Reading
-
News
27 Jul 2026
All agentic AI data access, orchestration hinges on these two standards
A vibe check on the state of the two foundational generative AI standards. Continue Reading
-
Tip
22 Jul 2026
AI for CX quick wins: Implement 5 strategies for rapid ROI
AI-driven triage agents, proactive outreach, agent assist, interaction analytics and automated coaching are five quick wins that organizations could implement now in CX. Continue Reading
-
News
21 Jul 2026
Acquia talks how vibe coding, Hermes agents build the next content AI
Acquia AI tools are built with -- you guessed it -- a heavy dose of AI. Continue Reading
-
News
15 Jul 2026
World leaders confront AI layoffs; more in store for contact centers
Apprenticeship may solve the problem of training new contact center hires after AI vacuums up all the entry-level jobs humans now perform. Continue Reading
-
Tip
14 Jul 2026
Customer service tiers and escalation paths explained
Customer service tiers range from self-service to expert help. CX pros need to understand these tiers so they can allocate investments and resources effectively. Continue Reading
-
News
14 Jul 2026
Oracle AI agent builder brings no-code, low-code and pro-code together
AI apps: Oracle's latest answer to mixing deterministic and probabilistic automations with governance. Continue Reading
-
Tip
08 Jul 2026
AI call routing: What it is, how it works and what it means for CX
AI call routing connects customers with contact center agents quickly and with context. While that sounds great, businesses still have to deal with some challenges. Continue Reading
-
News
08 Jul 2026
The AI handshake: More MCP interoperability for Salesforce's Slackbot
MCP is now table stakes, just like APIs had to be back in the early era of microservices. Continue Reading
-
Opinion
02 Jul 2026
Customer service AI pricing just turned into the biggest shell game
For buyers, picking customer service tech might feel closer to playing a shell game than the traditional enterprise IT RFP process. Continue Reading
-
Tip
30 Jun 2026
AI self-service benefits and best practices
Customer service is now the top area for AI adoption across the enterprise. Follow these best practices to implement AI-driven self-service in your organization. Continue Reading
-
News
30 Jun 2026
Genesys acquires Pinkfish to speed up contact center AI deployments
Genesys jump-starts its agentic toolkit. Continue Reading
-
News
25 Jun 2026
CVS Health tackles tactical agentic AI rollouts for healthcare
With Salesforce Agentforce Health, CVS Health plans to stitch together provider, insurance and pharmacy data to make processes more efficient for customers. Continue Reading
-
Feature
25 Jun 2026
Cartelligent uses AI to connect buyers with sales experts
A car broker service deployed RingCentral AI to analyze incoming caller intent and route buyers to the appropriate team member, which reduces missed sales opportunities. Continue Reading
-
News
25 Jun 2026
Salesforce productizes its own customer service AI agent for users
Salesforce also becomes the latest CX tech vendor to try its hand at outcomes-based pricing. Continue Reading
-
Tip
18 Jun 2026
7 ways to collect customer data that keep you compliant
Customer data can improve CX, marketing and sales decisions, but organizations must collect it transparently, protect it and follow applicable privacy laws. Continue Reading
-
Answer
18 Jun 2026
6 must-have customer experience roles for success
A well-rounded customer experience team helps companies manage customer journeys, feedback, service quality, analytics, AI and cross-functional collaboration. Continue Reading
-
News
18 Jun 2026
Adobe previews answer engine optimization, agentic AI creative tools
Semrush integration with LLM Optimizer is quickly productized; Creative Agent propagates Adobe app functionality and AI chat interfaces such as ChatGPT, Copilot and Claude. Continue Reading
-
News
16 Jun 2026
Salesforce plans to acquire Fin agentic customer service AI
Irish CX tech company Fin, long known as Intercom until a rebrand last month, promises to jump-start Salesforce's agentic customer service business. Continue Reading
-
News
12 Jun 2026
Adobe releases Coworker marketing orchestration 'super agent'
Meet "Coworker," Adobe's answer to multi-agentic marketing workflows. Continue Reading
-
Tip
11 Jun 2026
Understanding CX buying committees and decision dynamics
CX data is now more integrated with other departments. As a result, CX tech buying decisions include more stakeholders. Vendors need to understand this dynamic. Continue Reading
-
Tip
09 Jun 2026
Vibe coding in CX: Benefits, risks and real-world uses
CX vibe coding should be a safe sandbox play that looks to quicken internal tasks. For now, the security risks are too great for production-level customer interactions. Continue Reading
-
News
08 Jun 2026
Pegasystems refines Blueprint agent builder, expands marketing tools
Pegasystems emphasizes "de-risking" agentic buildouts for its customers in regulated industries. Continue Reading
-
Feature
05 Jun 2026
CX orchestration is the new hard part
Enterprises have plenty of CX tools, channels and AI features. The harder problem is coordinating the work, data, handoffs and ownership behind them. Continue Reading
-
Answer
05 Jun 2026
Is average handle time obsolete?
No, average handle time is not obsolete. This key metric, when analyzed with other metrics, can help determine contact center staffing levels and improve agent efficiency. Continue Reading
-
News
04 Jun 2026
Sitecore acquires Scrunch for answer engine optimization
Sitecore becomes the latest customer experience/digital experience vendor to add more AEO to its platform. Continue Reading
-
Feature
03 Jun 2026
Autonomous service still needs a human handoff
AI agents, robots and automation can handle more service work, but customer service still needs human judgment, clean handoffs and coordinated ownership. Continue Reading
-
Tip
03 Jun 2026
How to choose a B2B e-commerce platform
When choosing a B2B e-commerce platform, businesses should prioritize scalability and composability, evaluate native features and consider cost and integration challenges. Continue Reading
-
News
02 Jun 2026
Hyland releases AI agent platform and vertical integrations
Can Hyland be all things to all customers? Continue Reading
-
Feature
28 May 2026
Context is key: The limits of experience analytics software
Experience analytics can show behavior, journeys and sentiment, but without operational, cultural, service and workflow context, organizations risk optimizing the wrong things. Continue Reading
-
Tip
27 May 2026
How AI inferred sentiment analysis unlocks customer insights
Automated customer sentiment evaluations can help organizations understand their customers better, replace manual tasks and boost revenue by uncovering buying signals. Continue Reading
-
Feature
21 May 2026
Top records management certifications to consider
Records management certifications can help professionals build expertise in information governance, privacy, security, compliance and records lifecycle management. Continue Reading
-
News
21 May 2026
Dell pushes AI personalization, but data hurdles remain
Dell doubles down on hybrid AI infrastructure as enterprises shift from experimentation to production. However, data fragmentation continues to slow CX personalization efforts. Continue Reading
-
News
21 May 2026
Docusign upgrades AI-fueled contract management platform
Docusign moves further into electronic signature- adjacent tech territory, taking on the likes of Salesforce, Oracle, ServiceNow, Adobe and a host of smaller competitors. Continue Reading
-
Feature
20 May 2026
Avaya CX service blends AI, robots and human interactions
Avaya has partnered with avatarin to unify customer interactions among AI, remote human agents and physical spaces. The goal is to improve contextual customer service. Continue Reading
-
News
19 May 2026
Zendesk adds AI tools in pursuit of autonomous service
Zendesk makes the case for an autonomous service workforce for customer and employee experience. Continue Reading
-
Feature
15 May 2026
How cohort analysis improves marketing decisions
Data scientist Arun Prem Sanker explains how cohort analysis can improve segmentation, retention, personalization and customer lifetime value. Continue Reading
-
News
12 May 2026
SAP rolls out customer experience AI agents, assistants
SAP woos users with more tools to plug customer experience into back-end ERP data. Continue Reading
-
Feature
08 May 2026
Answer engines put marketing tools on notice
Answer engines are changing how buyers find info, shifting marketing software beyond SEO and campaigns into brand interpretation, data synthesis and AI decisions. Continue Reading
-
Feature
08 May 2026
AI should remove friction, not agents, from contact centers
No, AI will not fully replace contact center agents. Human, voice-based customer conversations that are transcribed are becoming a data gold mine for organizations. Continue Reading
-
News
07 May 2026
Twilio revamps, updates customer engagement platform
The next-generation platform comes after a couple of years of soul-searching at Twilio. Continue Reading
-
Tip
07 May 2026
Top methods for collecting customer feedback
Businesses should collect customer feedback to address customer issues and create positive experiences. AI tools can help show deeper insights into customer sentiment. Continue Reading
-
News
05 May 2026
ServiceNow's Autonomous CRM takes aim at Salesforce
ServiceNow adds CRM and marketing automation features to its stack. Continue Reading
-
Tip
29 Apr 2026
Understand, optimize and track customer journey touchpoints
Customer journey touchpoints enable businesses to create excellent customer experience and drive long-lasting customer loyalty -- if understood and optimized properly. Continue Reading
-
News
29 Apr 2026
Agentforce Operations tackles workflow orchestration
Agent bundle, with some vertical-industry customizations, reaches across back-office applications to automate processes. Continue Reading
-
News
27 Apr 2026
As Claude Design debuts, Adobe users -- and buyers -- shrug
Is "democratizing taste" in design a good thing? Continue Reading
-
Tip
24 Apr 2026
12 generative AI tools for marketing and sales teams
Generative AI tools can automate content creation, personalize outreach and analyze customer data. Compare 12 tools for marketing and sales teams. Continue Reading
-
Tip
24 Apr 2026
Top 8 e-signature software providers for 2026
E-signature software enhances workflows and reduces paper use. Organizations should compare integrations, workflows, compliance features, and pricing before choosing a platform. Continue Reading
-
Tip
24 Apr 2026
How do digital signatures work?
Digital signatures help organizations verify signer identity and detect tampering, but teams should choose them only when a transaction needs stronger trust, evidence and compliance controls Continue Reading
-
Feature
22 Apr 2026
Fix the service path before you optimize it with AI
Contact center AI can improve routing, self-service and agent support, but it cannot fix weak journey design, broken handoffs or service problems created upstream. Continue Reading
-
Feature
22 Apr 2026
How AI reshapes upselling in customer experience platforms
With help from AI insights, CX platforms can unify product usage data, customer behavior and engagement signals to identify upsell opportunities. Continue Reading
-
News
20 Apr 2026
Adobe defines its AI-powered customer experience platform
Adobe previews and releases elements of CX Enterprise at Summit. Continue Reading
-
Tip
17 Apr 2026
How to centralize customer interaction data in one platform
Organizations often have reams of customer interaction data. But how do they centralize and unify this information? Well, a customer data platform helps. Continue Reading
-
Feature
16 Apr 2026
AI pricing is turning into a software management problem
As vendors embed AI into products, bundle it into suites and add orchestration layers, enterprises are finding AI harder to price, isolate and manage. Continue Reading
-
Tip
16 Apr 2026
8 examples of document version control
Document version control strategies help teams manage collaboration, approvals, retention and recovery across modern content platforms. Continue Reading
-
News
15 Apr 2026
Salesforce releases Agentforce dev tools, updates Agent Fabric
Salesforce provides more observability, availability and some declarative control over AI agents. Continue Reading
-
News
14 Apr 2026
HubSpot builds answer engine optimization into its platform
HubSpot's AEO, designed to help marketers navigate the world of AI search, is the biggest of several spring product drops. Continue Reading
-
Tip
14 Apr 2026
How contact centers detect and prevent fraud
Scammers may target contact centers, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers. Continue Reading
-
Tip
14 Apr 2026
How agentic AI modernizes outbound sales campaigns
AI agents can contact customers, make decisions, act autonomously and close a sale with little or no human involvement. They can also renew orders and attempt upsells. Continue Reading
-
Answer
14 Apr 2026
10 essential skills for modern contact center agents
Contact center agents must have a range of interpersonal and technological skills to interact with customers and resolve their issues quickly and with empathy. Continue Reading
-
News
13 Apr 2026
Lenovo deploys AI data agent for marketing, UX, e-commerce
Lenovo's global e-commerce chief operating officer outlines how agentic AI enables more employees to access crucial data stores for marketing and UX. Continue Reading
-
Feature
13 Apr 2026
The front office is being rebuilt around AI workflows
The front office is being rebuilt as AI moves from add-on features into connected workflows spanning customer service, research, marketing, data and business outcomes. Continue Reading
-
Tip
09 Apr 2026
5 customer journey phases businesses should understand
The customer journey does not end at the sale. Businesses need to understand how awareness, consideration, purchase, retention and advocacy shape the full customer experience. Continue Reading
-
News
09 Apr 2026
Sitecore CEO: Marketing, content, experience AI prime focus
"Our product isn't a product without AI in it." But it's not the SaaSpocalypse, either. Continue Reading
-
Feature
09 Apr 2026
6 contact center trends shaping the future of customer service
As organizations look to turn contact centers into strategic assets, AI is reshaping analytics, omnichannel communications and agent workflows -- but not without trade-offs. Continue Reading
-
Tip
09 Apr 2026
Contact center monitoring best practices for CX leaders
A well-designed monitoring program identifies customer pain points and gathers valuable intelligence that can improve agent performance and CX, as well as products and services. Continue Reading
-
Answer
09 Apr 2026
What makes contact center processes customer-centric?
Customer-centric contact center processes need better journey visibility, stronger feedback loops and solutions that extend beyond the service team. Continue Reading
-
Answer
08 Apr 2026
How should contact centers use AI today?
Contact center AI now helps most with routine, high-volume work such as agent assist, summaries, routing and self-service, but human agents still matter in more complex situations. Continue Reading
-
Opinion
03 Apr 2026
IT's budgetary nightmare: Tech buyers face AI pricing variance
Did HubSpot just fix AI pricing? Continue Reading
-
Tip
03 Apr 2026
How to choose a customer data platform in 5 steps
Choosing a customer data platform starts with more than features. Learn how to evaluate CDP goals, integrations, governance and costs before you buy. Continue Reading
-
Tip
03 Apr 2026
Top 12 customer experience metrics and KPIs in 2026
Net Promoter Score is one of the most widely used CX metrics, but teams should also track CSAT, CES, churn, retention and other KPIs to measure performance. Continue Reading
-
Tip
03 Apr 2026
Business benefits of a customer self-service strategy
Self-service channels can save organizations money while improving CX -- if done right. Explore these benefits and tips to keep in mind when building a self-service strategy. Continue Reading
-
Feature
02 Apr 2026
Augmented reality CX adoption still in its early stages
The enterprise adoption of AR in CX is limited because of key obstacles, including system integration issues, budgeting structures and tech standardization glitches. Continue Reading
-
News
02 Apr 2026
Box consolidates AI tools, adds 'super agent' for complex tasks
Box Enterprise Plus and Enterprise Advanced users can take new AI functionality for a spin. Continue Reading
-
Tip
02 Apr 2026
Contact center compliance checklist for modern workforces
A contact center compliance checklist can serve as a starting point for contact center managers as they seek to comply with internal and external regulations. Continue Reading
-
Feature
31 Mar 2026
AI in CX: More can be better — for agents and customers
An Enterprise Connect keynote panel featuring CCaaS leaders shared how AI boosts CX while also reducing agent stress. Continue Reading
-
Feature
31 Mar 2026
3 execs on the difference context makes in customer data
“Context” seems like a necessary quality to improve data – and agentic AI efficacy. But how do you define it? We asked the pros. Continue Reading
-
Feature
31 Mar 2026
5 execs on how AI and human agents can work together
While agentic AI can do a lot, there still needs to be a human in the mix to make sure it's all being done correctly, tech execs contend. Continue Reading
-
News
31 Mar 2026
Salesforce Agentforce head discusses future of AI agents
This is how agentic AI plays out in your Salesforce instance. Continue Reading
-
Tip
27 Mar 2026
How to create a digital signature in Adobe, Preview or Word
Users can add digital signatures in Adobe Acrobat, macOS Preview or Microsoft Word, but security features, PDF support and trust levels vary by tool. Continue Reading
-
Tip
25 Mar 2026
6 types of AI content moderation and how they work
AI is reshaping content moderation across text, images, audio and video. Learn six moderation methods and why human review still matters. Continue Reading
-
News
24 Mar 2026
Salesforce adds Agentforce agentic AI to SMB packages
Salesforce sets up its SMB customers with Agentforce. Continue Reading
-
Tip
24 Mar 2026
B2B martech stack core components and how to build one
A B2B marketing technology stack can have several components. Therefore, integration and ongoing optimization of those tools are paramount to meet business goals. Continue Reading
-
Answer
24 Mar 2026
Is AI-generated content copyrighted?
AI-generated content can sometimes be copyrighted, but only when a human contributes enough creative expression. Recent court rulings still leave major questions open. Continue Reading
-
Feature
24 Mar 2026
10 marketing trends to watch now
Marketing trends continue to shift as AI, social commerce, creator partnerships and data-driven personalization reshape how brands reach and engage customers. Continue Reading
-
Feature
23 Mar 2026
Enterprise AI is becoming a coordination problem
As organizations deploy more AI agents, the new challenge is not determining what they can do but how to coordinate them across workflows, applications and infrastructure. Continue Reading
-
Opinion
20 Mar 2026
Narayen ushered Adobe out of diskettes all the way to the AI era
Shantanu Narayen made history in his 18-year run as Adobe CEO. Continue Reading
-
Tip
19 Mar 2026
8 contact center metrics to improve agent performance and CX
These metrics measure and report on productivity and effectiveness at the contact center agent level to ensure performance aligns with the overall mission of the organization. Continue Reading
-
News
18 Mar 2026
RingCentral AIR Pro automates CX with agentic agents
RingCentral launched AIR Pro, an agentic AI platform to autonomously handle customer interactions with enterprise integrations, prebuilt agents and no-code tools. Continue Reading
-
Tip
18 Mar 2026
Modern CX tech stack: The core components and how to build it
A CX tech stack should integrate key components to unify customer data and support personalization. But the stack should be simple and include only essential tools. Continue Reading
-
News
18 Mar 2026
Qualtrics expands synthetic research marketing, testing tech
Qualtrics attempts to meld agentic AI and digital twins for A/B testing in marketing and product development, and to improve CX. Continue Reading
-
Feature
12 Mar 2026
Signals emerging across enterprise infrastructure decisions
Device ecosystems, identity frameworks and orchestration tools reveal how enterprise platforms are beginning to interact as part of broader infrastructure systems. Continue Reading
-
Feature
12 Mar 2026
15 customer service email templates and tips
Email remains a key customer service channel for many organizations. Explore 15 customer service email templates teams can use to respond to common support scenarios. Continue Reading
-
News
12 Mar 2026
Stitch Fix's AI brand agent -- with human help -- nails the look
You can't legislate good taste, but you can have agentic AI steer customers into it. Continue Reading
-
News
12 Mar 2026
Agentforce Contact Center brings native CCaaS to Salesforce
Salesforce launches Agentforce Contact Center, a native CCaaS platform that unifies voice, AI, CRM and digital channels to deliver personalized, proactive customer service. Continue Reading
-
Tip
11 Mar 2026
What are the top limitations of Microsoft Power Apps?
Microsoft Power Apps is widely used for low-code app development, but organizations should understand limitations related to licensing, integrations, scalability and app management. Continue Reading
-
Tip
11 Mar 2026
5 economic models that drive AI success in CX strategies
Integrating AI technologies into customer experience workflows can cut costs. But focusing solely on cost reduction misses opportunities to accelerate revenue. Continue Reading
-
Tip
10 Mar 2026
Employee conversational analytics unlocks business insights
Employee engagement tools, compliance platforms and meeting summaries can track employee conversations for business leaders. But watch out for privacy issues. Continue Reading
-
Feature
10 Mar 2026
How costs leak between enterprise software systems
Cost problems rarely start inside a single system. They emerge between ERP, HR and CX platforms where fragmented data, automation layers and workflow gaps quietly accumulate. Continue Reading
-
News
06 Mar 2026
Pegasystems adds vibe coding to Blueprint app builder
Pega Blueprint combines conversational code with drag-and-drop feature editing. Continue Reading
-
Tip
06 Mar 2026
A guide to contact center security best practices
Follow this comprehensive contact center security checklist that encompasses technology safeguards, customer data protection procedures and common business sense. Continue Reading