CX Dialogues
Top Stories from CXM Today
Turning Customer Data Privacy Into a CX Differentiator
As trust becomes a deciding factor in customer loyalty, CX leaders can turn customer data privacy into a competitive advantage by designing transparent, brand-aligned privacy experiences across every touchpoint.
Embedding Purpose into Customer Experience
Customer experience is shaped most clearly in unscripted moments. Embedding company purpose into CX empowers employees to make the right decisions when processes fall short.
Customer Experience in 2026: Priorities, Pitfalls, & What’s Next
Industry leaders share their top CX priorities for 2026 and the changing customer behaviours brands must prepare for next.
Meet the CXM Today’s Expert Contributors for 2025
Discover CXM Today’s experts, sharing insights on 2025’s CX trends—from AI-driven personalisation and loyalty to digital transformation, customer-centric design, and the evolving expectations shaping exceptional experiences.
CX Moments That Defined 2025
Big players are placing bigger bets on adding agentic capabilities to accelerate the speed to insights, context-aware conversations, and help the enterprise and its employees drive more value. Here are the big moments in 2025 that cemented the milestones in the future CX roadmap…
Why Metrics Alone Fall Short in the Golden Quarter
During the Golden Quarter, traditional CX metrics fall short as customer expectations rise. A mindset-led, empathy-driven approach to AI and experience design is becoming critical for brands navigating peak demand.
CX Dialogues
CX Dialogues: Jonny Fry, Group Head of Digital Assets Strategy at ClearBank
Jonny Fry, Group Head of Digital Assets Strategy at ClearBank, discusses how genAI impacts content and creative tasks in marketing and more.
CX Dialogues: Author and CX Expert Annette Franz
From broken omnichannel journeys to overhyped metrics like NPS, Annette Franz argues that culture, leadership, and employee experience are still the real foundations of customer experience (CX).
CX Dialogues: Thomas Maiwald-Immer, Managing Director, DACH at QuestionPro GmbH
Thomas Maiwald-Immer, Managing Director, DACH at QuestionPro GmbH talks about customer expectations in Germany, CX misconceptions and more.
Webinar: How CX Impacts the Bottom Line in the BFSI Industry
Without a culture that prioritises the customer experience, even the best journey map won’t translate into real-world changes.
CX Dialogues: Janthana Kaenprakhamroy, CEO at Tapoly
Janthana Kaenprakhamroy, CEO at Tapoly, talks about leveraging technology to make customer experience the focal point of business strategy.
CX Dialogues: Michael Mattson, Empathy Leader
Michael Mattson explores how businesses can measure empathy, rethink traditional CX metrics and design emotionally intelligent customer journeys.
AI
AI in Customer Service Fails 4x More Than Other Tasks
New report reveals that AI in customer service often fails to meet expectations, with rising consumer concerns over data use and trust, highlighting the need for transparency, context-aware personalisation, and meaningful human-AI collaboration to drive lasting loyalty.
How Loyalty Hinges on Data, AI, and Transparency
Press Ganey Forsta’s new report reveals the trust gap in CX, showing how data use, personalisation, and AI transparency drive or destroy loyalty.
5 CX Challenges AI Fixes When You Start with The Problem
AI isn’t a magic wand for customer experience, it’s a mirror. In 2025, the brands winning aren’t chasing the flashiest copilots or dashboards. They’re diagnosing root problems, building trust, and letting AI clear friction so humans can do what only humans can.
Customer Frustration Soars: Only 60% Happy with AI Interactions
Despite AI’s promise to transform customer experience, most consumers still prefer human interaction. New insights reveal where automation is falling short and what brands must do to bridge the gap.
How AI Is Rewriting The Rules of Social Media Performance
Social media success is no longer about chasing vanity metrics. AI-driven tools are shifting the focus from reach to measurable engagement, helping brands optimise campaigns for true business impact.
Why Every CRO Needs to Own The CX Strategy
CROs must take ownership of CX strategy. In this interview, boost.ai’s CRO Nick Mitchell explains how automation, self-service, and AI-led personalisation are directly moving the revenue needle.
News
ServiceNow, OpenAI Push AI Past Chatbots into Real CX Work
ServiceNow will build direct speech-to-speech technology using OpenAI models to break through language barriers and offer more natural interactions.
Ogi Transforms CX with Route 101 Unified Platform
The project has unified Ogi’s contact-centre operations, enhanced reporting, and streamlined digital engagement to deliver faster, more consistent service for customers nationwide.
Atento Partners with Omilia to Expand Agentic AI Capabilities in CX
The alliance with Omilia specifically deepens and accelerates Atento’s AI Agent pillar by incorporating advanced Agentic AI capabilities that enable virtual agents to reason, act and learn autonomously throughout every interaction.
Paysafe, Pay.com Launch Strategic Partnership
The payment orchestration platform includes Paysafe among its acquirer options for merchants’ card payments and adds a suite of its alternative payment methods.
Parloa Secures $350M Series D, Valued at $3B to Lead Agentic AI in CX
The company will use the funds to continue its global expansion focused on the US and Europe, enhance its AI Agent Management Platform (AMP) with further functionality, and launch the Parloa Promise.
Amazon Brings Quick Commerce Offering to the UK
Amazon Now enables customers to order thousands of everyday essentials, including groceries and personal care items, for delivery within minutes.
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Amplitude is a product analytics platform, enabling businesses to track visitors with the help of collaborative analytics. The platform leverages the capabilities of 
Zoho Social, a part of Zoho’s suite of 50+ products, is a comprehensive social media management platform for businesses and agencies. The Zoho Social dashboard includes a robust set of features, such as Publishing Calendar, Bulk Scheduler, and Approval Management to offer businesses all the essential social media publishing tools. Its monitoring tools help enterprises track and respond to relevant social conversations.
Microsoft Dynamics 365 represents a robust cloud-based CRM solution with features such as pipeline assessment, relationship analytics, and conversational intelligence. It utilises AI-powered insights to provide actionable intelligence via predictive analytics, lead scoring, sentiment analysis, etc. Currently, Microsoft operates in 190 countries and is made up of more than 220,000 employees worldwide.
HubSpot is an inbound marketing, sales, and customer service software provider, offering robust CRM and automation solutions. Some of its products include Marketing Hub, Sales Hub, Operations Hub, Content Hub, Commerce Hub, Marketing Analytics and Dashboard Software. Guided by its inbound methodology, HubSpot enables companies to prioritise innovation and customer success.
Monday.com is a project management software company, offering a cloud-based platform that enables businesses 
Headquartered in San Mateo, California, Freshworks is a global AI-powered business software provider. Its tech stack includes a scalable and comprehensive suite for IT, customer support, sales, and marketing teams, ensuring value for immediate business impact. Its product portfolio includes Customer Service Suite, Freshdesk, Freshchat, Freshcaller, Freshsuccess, and Freshservice. Freshservice for Business Teams has helped several global organisations to enhance their operational efficiency.
Talkdesk offers an innovative AI-powered customer-centric tech stack to its global partners. The company provides generative AI integrations, delivering industry-specific solutions to its customers. Talkdesk CX Cloud and Industry Experience Clouds utilise modern machine learning and language models to enhance contact centre efficiency and client satisfaction.
The company offers comprehensive cloud-based solutions, such as Microsoft Dynamics 365, Gaming Consoles, Microsoft Advertising, Copilot, among other things, to help organisations offer enhanced CX and ROI. Its generative-AI-powered speech and voice recognition solutions,such as Cortana and Azure Speech Services empowers developers to build intelligent applications.
IBM is a global hybrid cloud and AI-powered 
Uniphore is an enterprise-class, AI-native company that was incubated in 2008. Its enterprise-class multimodal AI and data platform unifies all elements of voice, video, text and data by leveraging Generative AI, Knowledge AI, Emotion AI and workflow automation. Some of its products include U-Self Serve, U-Assist, U-Capture, and U-Analyze. Its Q for Sale is a conversational intelligence software that guides revenue teams with AI-powered insights, offering clarity on how to effectively keep prospects engaged.
Google Cloud accelerates every organisation’s ability to digitally transform its business. Its enterprise-grade solutions leverage modern technology to solve the most criticial business problems 
8×8 offers out-of-the-box contact centre solutions, assisting all-size businesses to efficiently meet customer needs and preferences. It offers custom CRM integrations support and integrates effortlessly with third-party CRMs like Salesforce, Microsoft Dynamics, Zendesk, and more. Offering global support in all time zones & development teams in 5 continents, its patented geo-routing solution ensures consistent voice quality.
Sprinklr is a comprehensive enterprise software company for all customer-focused functions. With advanced AI, Sprinklr’s unified customer experience management (Unified-CXM) platform lets organisations offer human experiences to every customer, every time, across any modern channel.
Upland offers a comprehensive suite of contact centre and customer service solutions with products including InGenius, Panviva, Rant & Rave, and RightAnswers. InGenius enables organisations to connect their existing phone system with CRM, further enhancing agent productivity. Panviva provides compliant and omnichannel capabilities for highly regulated industries. Whereas, Rant & Rave, and RightAnswers are its AI-powered solutions, 
Hootsuite, headquartered in Vancouver, is a social media management platform that streamlines the process of managing multiple social media accounts. Some of its core offerings include social media content planning and publishing, audience engagement tools, analytics and social advertising. Its easy-to-integrate capabilities help marketing teams to schedule and publish social media posts efficiently.
Brandwatch enables businesses to build and scale the optimal strategy for their clients with intuitive, use-case-focused tools that are easy and quick to master. Bringing together consumer intelligence and social media management, the company helps its users react to the trends that matter, collaborate on data-driven content, shield the brand from threats and manage all the social media channels at scale.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirement for personalised customer experiences at scale. Its platform helps play an essential role in managing different digital content or assets to improve customer happiness. Its easy-to-optimise content gives users appropriate marketing streams, ensuring product awareness.
Salesforce-owned Tableau is an AI-powered analytics and business intelligence platform, offering the breadth and depth of capabilities that serve the requirements of global enterprises in a seamless, integrated experience. Marketers can utilise generative AI models, AI-powered predictions, natural language querying, and recommendationsons.
Contentsquare is a cloud-based digital experience analytics platform, helping brands track billions of digital interactions, and turn those digital 
Zoho Corporation offers innovative and tailored software to help leaders grow their business. Zoho’s 55+ products aid sales and marketing, support and collaboration, finance, and recruitment requirements. Its customer analytics capabilities come with a conversational feature, Ask Zia. It enables users to ask questions and get insights in the form of reports and widgets in real-time.
Fullstory is a behavioural data platform, helping C-suite leaders make informed decisions by injecting digital behavioural data into its analytics stack. Its patented technology uncovers the power of quality behavioural data at scale, transforming every digital visit into actionable insights. Enterprises can increase funnel conversion and identify their highest-value customers effortlessly.
Started in 2005 in a Sweden-based small town, Norrköping, Voyado offers a customer experience cloud platform that includes a customer loyalty management system. This platform helps businesses design and implement customer loyalty programs, track customer 
TapMango provides a comprehensive, customisable, flexible and feature-rich customer loyalty program. The loyalty tools include an integrated suite of customised consumer-facing technology, easy-to-use merchant tools, and automation algorithms, all aimed at enhancing customer experience. Adaptable to any industry, TapMango’s platform helps merchants compete with larger chains, converting customer one-time purchases into profitable spending habits.
Adobe Experience Cloud offers a comprehensive set of applications, capabilities, and services specifically designed to address day-to-day requirements for personalised customer experiences at scale. Its innovative platform has played an essential role in managing different digital content or assets, to improve customer happiness or satisfaction. Some of its products include Adobe Gen Studio, Experience Manager Sites, Real-time CDP, and Marketo Engage.
