Can CRM turn customer data into better experiences? Adobe and Heathrow are targeting more personalised passenger journeys, while ServiceNow reports 89% first-contact resolution for Bundesliga fan enquiries. Salesforce, HubSpot and Zeta Global also make moves across CRM and customer data.

ASOS, Anthropic, Microsoft, Cloudflare, IBM and Red Hat all made cybersecurity headlines this week that point to the common challenge for customer experience teams in keeping customer data and connected systems secure as technology becomes more autonomous.

Parloa's Csaba Tamas tells CX Today that launching an AI agent is only stage one. Business teams need practical control after go-live, treating agents like employees who need coaching, feedback and constant fine-tuning to stay aligned with the business

Enterprises may not find their AI advantage in the latest model. It could be buried in years of proprietary CRM data. John Cheney, CEO Founder and Founder at WorkBooks, explained how AI can help businesses clean up that data and turn internal knowledge into a competitive asset.

A completed AI-to-human transfer does not guarantee a successful customer outcome, with research finding a sharp gap between organisational confidence and customer experience. Five9 explains why handoffs break down and how organisations can cut customer effort while improving resolution

ServiceNow says the rise of AI agents is changing the cybersecurity conversation, entering a new phase where enterprises need stronger identity controls, deeper visibility and faster remediation to reduce the risk of threats from malicious attackers and unexpected agent behavior.

HM Revenue & Customs has chosen Salesforce over Pegasystems in a £2.4BN contract tender for its CRM program. The decade-plus agreement adds an AI-driven customer data layer to a wider transformation of the U.K. tax authority’s contact center and digital services.

Businesses are confident their AI-to-human handoffs preserve context, but customers tell a different story. Five9's Matt Ladley explains why transfers still break down, what a seamless handoff should look like, and how orchestration keeps AI and human agents working as one

CX Today covers news including Customer Engagement Platform, Data Security Software, Digital Customer Experience (DCX), Security and Compliance and more.

CX Today covers news including AI Governance Tools, Artificial Intelligence, Quality Management (QM), Risk Management, Security and Compliance and more.

Manchester Airport cyberattack shows how fragmented customer data can create security gaps, complicate breach response and undermine AI.

AI agents, cloud identity tokens and data sovereignty concerns are reshaping cybersecurity as enterprises race to regain control.

CX Today covers news including Agentic AI, Agentic AI in Customer Service​, AI Governance Tools, Contextual Data, CRM, Customer Data Platforms (CDP), Journey Orchestration, SPOTLIGHT: CDP vs CRM: Which Delivers More Impact?​ and more.

PwC leaders explain how AI agents, connected data, and intelligent enterprise models are reshaping the future of CRM modernization.

AI agents are gaining access to enterprise systems. Anthropic, Concentrix, Zscaler and Proofpoint reveal the emerging CX security risks.

Vendors are competing to make fragmented customer data useful, as AI agents increase demand for trusted, actionable customer context in CRM.

CX Today covers news including Agentic AI, Agentic AI in Customer Service​, Customer Data Platforms (CDP), Data Quality, Data Sovereignty, GDPR & CCPA Compliance, Identity Resolution, SPOTLIGHT: CDP vs CRM: Which Delivers More Impact?​ and more.

Omnichannel customer communication has become one of the defining priorities for organizations looking to improve customer experience, increase operational e...

HPE highlights how AI-native networking, infrastructure performance and resilience could increasingly shape customer experience.

Anthropic is adopting ZDR for Mythos and Fable 5.1 after enterprise feedback, intensifying the frontier AI data protection race with OpenAI.