The Supervision Gap
The article highlights a growing supervision gap as firms rush AI into client‑facing workflows. While AI can reliably detect issues such as negative sentiment, translating that signal into the right action demands human context and clear accountability. Real‑world examples from construction workforce management and AEC firms show that without a supervision layer, even high‑accuracy models can amplify bad processes and erode client trust. The piece urges companies to embed judgment protocols before the first AI output reaches a customer, turning supervision into a strategic differentiator.
Holonomics Launches Designing Customer Experiences with Soul Practitioner’s Lab — A Live, Small-Group Working Programme for Professionals Driving Real Customer-Led...
Holonomics has launched a live, online Designing Customer Experiences with Soul Practitioner’s Lab, a three‑week, small‑group programme that begins on 20 June 2025. The cohort is capped at ten professionals and costs $400, covering three Saturday sessions, a private 45‑minute strategy call,...
AI Adoption Is No Longer the Advantage – Execution Is, Finds New Responsive Study
Responsive and the Association of Proposal Management Professionals released the 2026 State of Strategic Response Management report, surveying over 1,100 senior decision‑makers. The study finds that AI adoption has shifted from experimentation to measurable results, with nearly two‑thirds of firms...
Personal AI Adoption Rises Sharply, But So Does Concern
Prophet’s new consumer AI report shows global generative AI usage jumped 50% from 45% in early 2024 to 73% in 2026. Yet two‑thirds of users voice concerns about inaccurate outputs, skill erosion, and loss of human connection. Demand is shifting toward...
One Identity Appoints Randy Menon as Chief Product and Marketing Officer
One Identity announced the appointment of Randy Menon as Chief Product and Marketing Officer, bringing over two decades of enterprise software product leadership. Menon previously served as Senior Vice President of Product at Tanium and held senior roles at TIBCO...
Stonly Launches Knowledge Agents to Keep Customer Service Knowledge Current, Accurate, and AI-Ready
Stonly unveiled Knowledge Agents, an AI-driven capability that continuously monitors source documents, detects knowledge gaps, and drafts precise updates for customer‑service knowledge bases. The agents audit content health, generate a knowledge health score, and respond to natural‑language prompts for bulk...
Alchemer Expands Digital Capabilities to Help Organizations Capture and Act on In-App Feedback
Alchemer unveiled the latest version of Alchemer Digital, adding recurring prompts, multi‑target interactions, and a faster, more secure SDK to its in‑app feedback platform. The solution now reaches over 500 million users monthly, with more than 55 million interactions each month, and...
Contento Technologies Launches Content-Driven Digital Growth Platform to Help Brands Scale Visibility and Engagement
Contento Technologies unveiled an expanded version of its GoContento platform, a content‑driven marketing suite that blends SEO, editorial publishing, and brand promotion. The service promises to boost brand visibility, authority, and measurable engagement by distributing content across a global network...
The Orchestration Layer in Enterprise AI Just Got Named. It Has a Gemini Logo on It.
Google Cloud Next 2026 unveiled the Gemini Enterprise Agent Platform, turning Vertex AI into a full‑stack control plane for enterprise agents. The rollout featured a $750 million partner fund, a $240 billion Marketplace backlog, and announced integrations with Salesforce, SAP, ServiceNow, Oracle,...
Good Data, Bad Decisions: The Context Leaders Are Missing
Modern firms are not data‑starved; they suffer a context deficit that makes one‑off feedback misleading. The article describes the "snapshot fallacy," where leaders over‑react to isolated metrics without longitudinal perspective, leading to strategy whiplash. SurveyMonkey Trends 2026 shows feedback frequency...
When Brand Coherence Beats Market Share: The Positioning Paradox
Companies often chase market‑share gains by stretching their brands into lower‑priced or unrelated categories, a tactic that can boost short‑term revenue but erodes the differentiation that underpins premium pricing. The article outlines a three‑tier framework—core, adjacent and dilutive moves—to help...
LinksFrog Unveils Scalable SaaS-Focused Link Building Platform to Help Brands Drive Measurable SEO Growth
LinksFrog unveiled a SaaS‑focused link‑building platform that delivers high‑authority backlinks, guest posts, niche edits, and digital‑PR campaigns. The service targets digital‑first brands seeking scalable, white‑hat SEO growth and promises transparent performance tracking. Early client data show measurable lifts in search...
Loopio Becomes the First Response Management Provider to Launch a Microsoft 365 Copilot Agent
Loopio has launched the Loopio Copilot Agent, the first RFP‑software integration with Microsoft 365 Copilot. The agent embeds Loopio’s approved response content directly into Teams, Word, PowerPoint, Outlook and OneNote, allowing users to search, summarize and re‑format answers in real time....
AI & Leadership: The Risk of Not Being Data-Driven
Leaders are confronting a data‑readiness gap: despite heavy investment in CRMs, dashboards and AI projects, many still lack clear insight into customer needs. Deloitte’s 2026 State of AI report shows 42% of firms feel their AI strategy is ready, yet...
AgileCX: Why Your Backlog Is a Graveyard for Customer Value
Agile teams often sprint toward urgent tickets while neglecting true customer value, creating a "Decision Gap" between research insights and backlog items. Only 17% of teams succeed at backlog prioritization, and Pendo reports that 80% of features are rarely used....
Zilliant Survey: Executives Are Adjusting Prices More Than Ever but Losing Control of the Outcomes
Zilliant’s Pricing Without Control report, based on a survey of 300 manufacturing and distribution executives, shows 99% of firms are adjusting prices, yet only half feel confident about margin impact. Companies are raising prices by 11‑20% for many, but 62%...
Telecom’s Need For Speed Is Masking A Bigger AI Problem, Research Reveals
Telecom operators are racing to embed artificial intelligence, but a Designit‑Wipro survey shows the haste may be counterproductive. Forty‑three percent of design and telecom professionals identified “rolling out AI too quickly” as the top mistake, while only eleven percent flagged...
Artlist Hits $300M ARR, Unveils Artlist Studio for AI-Powered Video Production
Artlist announced the launch of Artlist Studio, an AI‑powered video production platform that replicates a full‑scale filmmaking workflow. The company reported a record $300 million annual recurring revenue, fueled by a 600% surge in new users in Q1 2026 versus the same...
PathSignal Releases Free Journey Health Score Assessment for Customer Experience Teams
PathSignal has launched a free Journey Health Assessment that delivers a composite CX score in under five minutes. The tool replaces single‑point metrics like NPS with a multi‑dimensional health score covering data visibility, friction, feedback integration, proactive intervention, and measurement...
Holonomics Publishing Launches Second Edition of Award-Winning Customer Experience Operating System
Holonomics Publishing has released the second edition of *Designing Customer Experiences with Soul*, co‑authored by Simon and Maria Robinson. The updated book introduces the Customer Centricity Strategy Framework as a full operating system that embeds the customer lifecycle into every...
Meet The People Launches MTP Intelligence, A Proprietary AI-Enabled Platform Unifying Creative, Media and Commerce
Meet The People (MTP) has launched MTP Intelligence, an AI‑enabled platform that merges creative, media, commerce and analytics into a single workflow environment. Powered by the group’s RADaR Analytics unit, the system connects to clients’ existing tech stacks, eliminating traditional...
Essent Reduces Contact Centre Technology Costs by 50%
Essent, the Netherlands’ largest energy supplier, partnered with Sabio Group to migrate its contact‑centre infrastructure to the cloud in under 12 weeks. The phased rollout eliminated critical incidents and cut technology costs by 50%. Agent workplace NPS jumped from +19...
ChannelSight Launches the ChannelSight.AI Platform to Help Brands Win the Race for AI-Driven Discoverability
ChannelSight unveiled ChannelSight.AI, a platform that audits and optimises how brands appear in AI‑driven recommendation engines such as ChatGPT, Claude and Gemini. The tool scores product discoverability, delivers actionable fixes and quantifies the associated revenue impact. Built on 13 years...
AIR+ATOMO Announces Expansion to Meet Global Demand for Content Production
Brazilian studio AIR+ATOMO unveiled a unified operating model that combines its AI‑focused unit AIR, post‑production specialist ÁTOMO, and AI‑platform arm AIRTECH, creating an end‑to‑end creative powerhouse. The restructuring is backed by U.S. investment and a partnership with Surreal Hotel Arts,...
Casey’s Expands Partnership with SoundHound AI, Leveraging Cutting-Edge AI Agents Across More Than 2600 Stores
Casey’s, the third‑largest U.S. convenience retailer, has renewed and expanded its partnership with SoundHound AI, deploying the voice‑AI ordering agents across more than 2,600 stores. The AI agents have already handled over 21 million guest interactions, streamlining pizza and food orders....
The Agent Wars Are Over. The Substrate Wars Just Started
In April 2026 Salesforce, SAP and ServiceNow each unveiled new AI‑centric products that move the competition from counting pre‑built agents to owning the underlying substrate that powers them. Salesforce introduced Headless 360 and an Experience Layer that expose CRM logic via APIs...
MBA Group Acquires Textplode, Adding RCS Capability and Strengthening Mobile Messaging Infrastructure
MBA Group completed its acquisition of Textplode on March 31, 2026, boosting the combined turnover to up to £135 million (about $171 million) and expanding its workforce to 325. The deal brings more than a decade of proprietary SMS infrastructure and software into MBA’s...
Context Matters: How to Target Smarter When Tracking Gets Worse
With third‑party cookies disappearing, 60% of brands feel unprepared, leaving small advertisers especially vulnerable. Lacking first‑party data and limited budgets, they struggle to track and retarget prospects. Contextual targeting—matching ads to page content—offers a cookie‑free solution, delivering up to tenfold...
Managing How GenAI Impacts Customer Experiences
Consumers now expect instant answers from GenAI tools like ChatGPT, prompting many firms to deploy public chatbots. However, employees in customer‑facing roles are increasingly using the same tools, risking reliance on unvetted, hallucinated information that can erode brand trust and...
Why Marketing Teams Keep Adding Tools Instead of Fixing Workflows
Marketing teams often expand their tech stacks to patch immediate problems, but the underlying issue is broken workflows rather than a technology gap. Tool sprawl signals inefficient handoffs, unclear ownership, and rising coordination costs, which depress productivity despite high tool...
Where the Golden Thread Breaks Most Often
The article outlines the "Golden Thread"—the link from culture to employee experience, customer experience, and business outcomes—and shows why it often frays. It identifies three common break points: the translation gap between leadership intent and operational metrics, the pressure on...
The Deliverability Tax: Why Your Messages Are Disappearing
Marketers are seeing engagement drop not because of creative flaws but due to a growing "deliverability tax" that limits message visibility. MoEngage’s analysis of 40 billion messages shows behavior‑based pushes achieve 93% delivery versus 81% for generic broadcasts, with conversion rates...
Why CMO Candidates Should Uncover and Confront Mismatched Expectations
A LinkedIn post revealed a CEO ready to replace a CMO despite the marketer’s recent budget cuts that will only show results in two quarters. The CEO’s premature judgment highlights a common pattern: mismatched expectations between CEOs and senior marketing...
Experience Is Everything – Interview with Jeannie Walters
Jeannie Walters, founder and CEO of Experience Investigators, discusses her new book *Experience Is Everything* on the Punk CX podcast. She argues that customer experience must be proactively designed, anchored to organizational goals, and driven by clear mission statements. Walters stresses...
Liferay Introduces Headless CMS to Modernize Digital Content Management
Liferay announced the general availability of Liferay CMS, a fully headless content management system built on its Digital Experience Platform. The solution introduces "Spaces" for organized asset repositories, AI‑assisted translation, embedded analytics, and multi‑site management. By combining decoupled flexibility with...
Fibr AI Launches Ads-to-Web and LLM-to-Web Personalization to Convert Paid and AI-Referred Traffic
Fibr AI unveiled Ads‑to‑Web and LLM‑to‑Web personalization, technologies that carry the intent expressed in paid ads or AI‑generated queries through to the landing page. The platform can spin up to 1,500 tailored page variants in under two weeks, delivering 35‑50%...
Testlio Takes On AI Chatbot Risk Before It Reaches Customers
Testlio unveiled its AI Chatbot Testing solution, a human‑led service that evaluates chatbots across four risk domains—safety, consistency, accuracy, and user experience. The offering uses the proprietary LeoPulse score to benchmark release readiness, weighting safety, reliability, and capability. Early adopters,...
4 B2B Customer Experience Models Built for Revenue and Retention
B2B leaders are shifting from sentiment‑based CX programs to operational models that turn experience signals into concrete actions. The guide outlines four value‑realization patterns—renewal engineering, reliability‑led CX, operational transparency, and productized adoption—backed by case studies from Dow, KONE, Maersk and...
New Validity Research Reveals How AI Integration Is Reshaping Email Marketing Performance
Validity released its State of Email 2026 report, analyzing responses from over 500 marketers in the U.S., U.K., Australia and New Zealand. The study finds that teams that have fully embedded AI into email workflows are 75 % more likely to achieve ROI...
Qlik and ServiceNow Partner to Bring Trusted Enterprise Context Into AI-Powered Workflows
Qlik and ServiceNow announced a partnership to embed trusted enterprise context into ServiceNow workflows and AI agents. New Qlik metadata collectors for the ServiceNow Data Catalog improve data lineage, governance, and discovery. The Qlik Analytics Engine and AI will feed...
How Sales Leaders Build Pipeline (Without Adding Headcount)
Sales leaders face pressure to grow pipeline without adding headcount, as buyer behavior shifts and hiring costs rise. Traditional volume‑driven models are delivering high activity but low conversion, eroding forecast confidence. High‑performing teams now prioritize seller capacity, account‑based outreach, and...
Stop Wasting Surveys on “Plain Vanilla” Calls: Using AI to Improve CSAT and Agent Evaluation
Contact‑center leaders can cut survey costs by up to 50 % by using AI to flag only the challenging interactions for CSAT surveys. AI automatically codes reasons for contact, detects dissatisfaction or delight, and routes the 30 % of complex calls to...
The Unstructured Data Revolution in CRM – Interview with David Roberts of SugarCRM
In a recent Punk CX interview, SugarCRM CEO David Roberts argues that today’s CRM platforms function more as management dashboards than true seller tools. He predicts AI will ingest unstructured data—emails, calls, texts—to deliver real‑time contextual guidance, eliminating manual data entry....
Generative Engine Optimization: The New Tech Hustle or a CX Reality?
The marketing world is moving from traditional SEO to Generative Engine Optimization (GEO), where large language models like ChatGPT, Claude and Gemini decide which sources appear in AI‑generated answers. Because these platforms hide query volumes and ranking formulas, a new...
Why Great Organizations Never Stop Learning
Great organizations stay ahead by institutionalizing continuous learning, which the author calls the "Golden Thread." The thread ties culture, employee experience, customer experience, and business outcomes into a self‑reinforcing loop. Companies that only gather data without turning it into understanding...
2X Names Emily Atkinson Chief Client Officer to Operationalize Its Unified GTM Engine
2X announced Emily Atkinson as its new Chief Client Officer, a role created to unify the company’s go‑to‑market (GTM) engine across strategy, execution, technology, and AI. Atkinson will oversee the global client organization, aiming to close the execution gap that...
Building Customer Loyalty in Hyper-Competitive Markets: A Hospitality Investor’s Perspective
In ultra‑saturated hospitality markets, where thousands of venues vie for the same diners, loyalty has become the decisive advantage. An investor‑backed Dubai restaurant built a devoted clientele by embedding daily guest feedback into every decision, rather than relying on periodic...
Balance Control When Negotiating With Salesforce
Since launching Agentforce in 2024, Salesforce has repositioned itself as an AI‑first, multicloud vendor, bundling AI, data and automation into larger deals—a shift analysts call “AI gravity.” This strategy often pushes buyers into higher‑tier licenses and unused add‑ons, leading to...
The Contact Center Is Dead: Long Live the Operations Layer
The traditional contact‑center model built around ticket handling is being replaced by an operations layer that prioritizes rapid problem resolution. Vendors like Salesforce are leveraging their customer‑data ownership to sell end‑to‑end AI‑driven workflows, while specialist providers argue their front‑line expertise...
“Buyability” Isn’t Really New, But It Is Really Important
LinkedIn and Bain & Company have launched a research initiative to define “Buyability,” the set of beliefs that give B2B buyers confidence to purchase or recommend a solution. A survey of 750 buyers revealed five key factors, with the ability to defend...