CX Network

Ahead of her session at All Access: Future of Customer Insights & Data Analytics, Uber’s Ekaterina Mironova explains how the global tech firm uses AI to make better decisions Add bookmark Uber made its name as a ride-hailing and delivery app, but it's actually a tech business that specializes in connecting people. As such, the data that informs experience improvements – such as user behavior, preferences and feedback – is central to decision-making.

Jeff Toister explains the places and moments where only humans will ever be able to deliver value in CX Add bookmark The world likes to sort itself into two camps: the people who think artificial intelligence (AI) will save us and the people who think it will replace us. But there's a third space on the Venn diagram that gets far less airtime. The people occupying this space are pro-AI but appreciate that there are places and moments where only humans will ever be able to deliver value.

Every week, CX Network publishes the top funding news from the CX and customer service start-up space with a focus on the firms CX and service leaders need to know. This week, there's news from Velatir, Socure, Kazimi and Guideless. Don't miss any news, updates or insider tips from CX Network by getting them delivered to your inbox. Sign up to our newsletter and join our community of experts.

Salesforce and Anthropic confirm expanded strategic partnership by blending LLM and CRM to deliver new capabilities and collaboration platforms Add bookmark Getting ahead on the growing number of CX practitioners who are combining their preferred LLMs with enterprise CX tools, Salesforce and Anthropic have unveiled a new plug-in which gives users 37 pre-built sales skills that enable sellers and agents to reason over live revenue context, automate pipeline updates, and take governed action.

Author and CTO Rodney Hobbs explains why so many organizations aren’t getting the value they were promised from major platform investments Add bookmark Here's the problem statement: most organizations aren't getting the value they were promised from major platform investments. These are not small investments. Gartner says end-user spending on artificial intelligence (AI) platforms and models could reach US$64 billion this year; a 63.4 percent year-on-year increase.

Customer listening is undergoing a fundamental shift. As buyers delegate research, evaluation, and product comparisons to autonomous AI intermediaries, CX teams are losing the traditional behavioral signals they long relied on from website visits and search queries to direct survey feedback. For more than 20 years, digital commerce operated on a predictable, linear architecture where users scanned hyperlinks and navigated structured conversion funnels.

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Artificial intelligence (AI) has moved quickly from experimentation into everyday business operations. Companies are running chatbots, automating repetitive support work, and giving customer service teams AI tools to help them respond faster. On paper, a lot of this looks like a win. Automation goes up. Response times drop. Fewer conversations reach a human. Costs often improve too. But talk to customers, or to front-line support teams, and you'll sometimes hear a different story.

Many managers are all too familiar with this scenario. A program to improve the customer experience is launched. Customer journeys are mapped out and a journey atlas is created. New key performance indicators are introduced. Teams are trained. Momentum builds. Then a difficult quarter hits. A cost-cutting program is launched. Priorities shift. Budgets are reviewed. New targets are set.

From booking and reservation changes to product troubleshooting, discover where agentic AI really shines Add bookmark We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities.