Agentic AI isn't just answering customer questions anymore — it's taking action.

Most marketing teams are using AI for productivity. The teams reshaping their influence are using it for decisions.

Efficiency and delight get the attention. Acknowledgement drives loyalty. Here's why CX leaders need to design for being seen.

They studied positioning, pricing, and buyer psychology. Most digital marketers skipped that part.

Missed updates, conflicting answers and poor coordination can erode trust faster than any marketing campaign can build it.

Four moves to help turn AI into a force multiplier for customer service teams.

From the growing "AI token tax" to mainframe modernization, PegaWorld highlighted the realities of scaling agentic AI in production.

How do we make AI work for the people on both ends of the contact center equation?

The June 10 launch pairs AI search visibility analytics with autonomous agents, targeting enterprise marketers losing ground to AI-powered discovery.

The new innovation hub pairs NiCE's AI research with customer collaboration to close the gap between AI capability and enterprise CX execution.

Adobe's new agentic AI tool automates marketing campaigns, analytics and journey orchestration across its Customer Experience platform.

NiCE says agentic AI is now the architecture. Analysts say the Cognigy integration, the Sierra threat and the orchestration land grab are the real tests.

Customers still want personalized experiences, but growing distrust in data practices is changing how brands must deliver them.

Surveys can identify problems, but ongoing dialogue reveals the motivations, frustrations and expectations behind them.

Gartner opened its Marketing Symposium/Xpo with a warning: 98% of CMOs are using AI, but most are stuck in a competency trap that productivity gains can't fix.

Thirty-seven percent of US brands have negative employee experience impact. Forrester says that's a CX problem.

As AI access becomes cheaper, competitive advantage is shifting to infrastructure, data, governance and real-world deployment capability.

Pega's new Customer Engagement Studio unifies AI and human agents to compress campaign delivery from weeks to minutes.

A 1983 CBS segment about a Pennsylvania shoe salesman contains more CX wisdom than most strategy decks.

Gartner analysts say brand trust is no longer a messaging problem. Here's the operating system CMOs need to build.

High contact center turnover, fragmented information and outdated platforms share a common fix: invest in the people doing the work.

AI is not making most marketing teams more decisive. It is making them faster at seeing the same problems they still have not built the discipline to solve.

The contextual intelligence loop is already buildable with tools you have. The barrier is that no single team owns the full customer data chain.

Forrester says 49% of customer service jobs will be gone by 2030. AI is already handling 90%+ of inquiries at Heathrow and 96% at Anthropic.

Customers aren't living inside your funnel. They never were. Here's how to build a system that meets them in their ecosystem.