Month: June 2025

At enterprise scale, customer experience orchestration can become an unruly beast—particularly when you have to balance millions of customers, dozens of engagement channels, and thousands of decision models. But Christian Nelissen, Chief Data and Analytics Officer at National Australia Bank (NAB), believes that with the right architecture and mindset,…

In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google,…

Does your AI-based interface talk to customers the way a real person would or is it tech for tech’s sake? We are here at Forrester CX Summit North America 2025 …

The era of generative AI has been explosive—but unpredictable. That’s fine for brainstorming or content creation. But when lives, money, or compliance are on the line, unpredictability becomes a liability. That’s why Peter van der Putten, Director of the AI Lab and Lead Scientist at Pega, is focused on…

This article was written by Greg Kihlström for MarTech. Understanding customer needs allows us to improve our offerings and build lasting, mutually beneficial relationships. This results in customers getting more relevant content, offers and experiences while the brand enjoys increased customer lifetime value.

UX has long been perceived as a deliberate craft—methodical research, slow testing, and incremental refinements. But now, AI is putting that timeline under pressure. As companies strive for faster, more efficient customer experiences, AI offers speed—but not necessarily strategy.

First release, Genesys Cloud AI Guides, will enable teams to design and govern more autonomous AI agents with no coding required

AirConsole and Audi mark a new milestone in in-car entertainment with the official launch of AirConsole’s interactive gaming platform in selected Audi vehicles – bringing fun, social games that everyone in the car can play together using their smartphones. Starting today, Audi owners can access a rich selection of…

Agility isn’t about adding more tech; it’s about multiplying human impact. Today we’re exploring the network effect of AI and how it helps employees create powerful experiences with Jay Pattisall, VP & Principal Analyst at Forrester.

New open-source connector allows AI assistants to interact directly with Treasure Data environment