As Sprinklr's transformation year closes, the company's first major acquisition signals where it thinks the VoC market is heading — and it's not text.

Customers tolerate inconvenience only until the experience starts feeling unfair, unpredictable and emotionally exhausting.

Graduates are booing AI at commencement. Polling is cratering. And infrastructure ambitions hang on public trust no one has earned yet.

The new AI Analytics Assistant lets CX leaders query interaction data conversationally and receive instant charts, dashboards and reports.

CX stack proliferation is outputting fragmented data, causing cost overruns when trying to improve the customer experience. Consolidation is the answer.

Gartner data shows 70% of CMOs name AI leadership a priority. Only 30% have the infrastructure to back it up. Here's what closes the gap.

Manufacturers keep fragmenting their commerce estates one channel at a time. The fix isn't a replatform — it's the right question before channel two.

Gen AI bolted onto an enterprise marketing stack delivers pilot results. Built into it, it delivers transformation.

Without operational visibility across interconnected systems, governance gaps are inevitable — and regulators are paying attention.

Voice AI's biggest obstacle isn't capability — it's the skepticism left behind by systems that failed customers years ago. Here's how trust gets rebuilt.

Sales-to-service. Service-to-fulfillment. Policy-to-frontline. Three operational gaps where CX quietly erodes — and what fixes them.

Nearly half of patients would switch providers after a bad payment experience. Billing isn't a back-office problem. It's a loyalty problem.

In an AI era where product advantages vanish overnight, the companies that define the market — not just the product — are the ones that last.

Google's AI Mode hit 1 billion monthly active users. A year of data reveals how your customers search now — and whether your content is ready for them.

Google's Marketing Live 2026 reveals Gemini is no longer a feature — it's the operational layer coordinating Google's entire ecosystem.

New digital analytics and AI agents are designed to track brand visibility in LLM answers and execute site optimizations at scale.

In an exclusive with CMSWire, Kustomer CEO Brad Birnbaum says yes — but not the usual way. A Q&A on deflection, bolt-on AI and CX metrics that now matter.

In an exclusive CMSWire interview, Kustomer CEO Brad Birnbaum argues AI in CX has been measured by the wrong standard — and launches Architect to prove it.

Speed became table stakes. The brands pulling ahead are the ones teaching AI to recognize what customers actually feel.

The bottleneck in most enterprise AI deployments isn't the model or the infrastructure. It's the content.

When the distributor leaves, pricing gaps, fulfillment failures and approval breakdowns don't disappear. They show up in your contact center.

When AI and CX report to different rooms, the customer pays the price. Here's what the data — and a $5B failure — actually show.

AI service agents are no longer just cutting costs. New Salesforce data shows CSAT is now the No. 1 KPI improving after agentic AI deployment.

Google just released formal guidance on generative AI search. The verdict: SEO still matters — but the rules have some important updates.

Zendesk replaces deflection bots with specialized AI agents at Relate 2026 — billed only on outcomes the company verifiably resolves.