Customer Experience

CX leaders report high satisfaction with outsourcing providers, yet many are considering a change as AI adoption exposes gaps in modernization, strategic guidance, and operational execution.

Brands may be unknowingly creating customer experience red flags through disconnected support, poor communication, and automation that lacks empathy.

For some consumers, AI offers a more comfortable way to ask sensitive questions, challenging traditional assumptions about trust and customer support.

Adobe is targeting the AI control layer for customer experience, linking creative tools, data, and workflows as enterprises face scaling challenges.

AI is helping customer service teams work faster, but poor coordination between systems is preventing those gains from reducing workloads.

The shift from IVR to CRM-native AI agents is turning enterprise phone calls into programmable workflows that automate outreach, capture data, and streamline follow-up.

Automated imagery is emerging as a core CRM asset, helping SMBs standardize visuals, reduce friction, and strengthen retention across mobile-first retail channels.

Brevo’s 2026 Smart Loyalty Guide makes the case for CRM-integrated loyalty that uses AI to close the inactivity gap.

Silent churn is the biggest risk customer support teams rarely see. Agentic AI is emerging as a way to detect friction early and protect revenue without losing the human touch.

More than a high-speed automation tool, artificial intelligence is becoming a safe testing ground where brands can rehearse customer experiences too risky, costly, or complex to try in the real world.

AI won’t fix customer experience if phone systems and CRM platforms don’t share real-time context. Integrating them first gives agents and automation the data needed to route calls faster and personalize service.

Agentic AI is pushing commerce beyond chatbots, requiring brands to rethink discovery, loyalty, and how customer data drives engagement.

Retailers are bracing for a predicted post-holiday surge in returns that could strain customer service teams and CRM-driven support workflows, as refund abuse and rising volumes test response times and loyalty.

Privacy and data trust now define customer loyalty. In this exclusive interview, PwC’s George Korizis explains what brands must do to earn confidence in a privacy-first era.