News
Service Now's Autonomous CRM Pitch: From Intent To Fulfillment, Not Another CRM UI
13+ hour, 12+ min ago (916+ words) More from CX Today Service Now's Michael Ramsey says agentic workflows must stay deterministic when money and compliance are on the line. For enterprise buyers, Service Now's pitch is simple. CRM can't stay a passive database. It has to orchestrate…...
Your CRM Isn't a Source of Truth - It's a System for Scaling Customer Confusion
2+ hour, 15+ min ago (852+ words) More from CX Today Home " CRM & Customer Data Management CRM Single Source of Truth Failure: Why "More Data" Creates More Chaos The real fix is customer data integrity enterprise leaders can defend. That means treating CRM single source of truth…...
Google Cloud Powers Hyper-Personalized Shopping for OTB's Fashion Brands
1+ hour, 55+ min ago (731+ words) More from CX Today Diesel and Jil Sander are first in line as OTB rolls out Google Cloud's Gemini-powered Virtual Try-On Google Cloud has announced a strategic collaboration with OTB Group to deploy AI-powered hyper-personalized shopping experiences across its global…...
Your Customer Analytics Stack Isn't Delivering Insight " It's Just Explaining Failure After It Happens
2+ hour, 42+ min ago (1158+ words) More from CX Today Home " Customer Analytics & Intelligence Real-time customer insights only matter if they arrive early enough to change decisions, prevent churn, and trigger action in the contact center Most customer analytics programmes don't "fail" because teams lack data....
Your WEM Platform Isn't Fixing Performance - It's Just Documenting the Decline in Detail
21+ hour, 42+ min ago (849+ words) More from CX Today Home " Workforce Engagement Management WEM platforms are supposed to improve outcomes. Yet many leaders feel a growing WEM performance gap because contact center performance tracking keeps getting sharper, while results stay stubborn. That disconnect shows up…...
Your Journey Orchestration Isn't Personalizing Experiences. It's Repeating the Same Mistakes Faster
20+ hour, 16+ min ago (1740+ words) More from CX Today Home " Customer Engagement & Journey Orchestration Journey orchestration failure is what happens when you scale the wrong logic For a lot of companies, journey orchestration strategies are already replacing static old journey maps, and that makes a…...
Roundtable: Your Contact Center Could Be One Outage Away from Disaster " And You Probably Don't Know It
21+ hour, 18+ min ago (377+ words) More from CX Today Ty Givens, Rhona Bradshaw, and Mike Wehrs join CX Today's Rhys Fisher to examine why most contact centers are less resilient than their uptime metrics suggest " and why agentic AI is about to make that a…...
8x8 Updates CX Platform to Tackle the Bottlenecks Stalling AI Deployments
23+ hour, 57+ min ago (732+ words) More from CX Today Vendor aims to unblock stalled CX projects with faster AI agent builds and wider CRM integrations 88 has rolled out a new batch of capabilities for the 88 Platform for CX, designed to tackle the unsexy operational blockers…...
Service Now Moves to Govern Every AI Agent in the Enterprise
1+ day, 1+ hour ago (943+ words) More from CX Today Three Knowledge 2026announcementsreveal how Service Now plans to own the AI governance layer Service Now has dropped three announcements that, taken together, amount to the clearest signal yet of what AI Control Tower is aiming to become....
SAP Moves Beyond LLMs with Prior Labs Tabular AI Acquisition
1+ day, 1+ hour ago (766+ words) More from CX Today The acquisition deepens SAP's focus on predictive AI models built specifically for structured enterprise and customer data This acquisition will allow SAP to access Prior Labs' deep expertise in tabular foundation models (TFMs), AI models designed…...