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77% of board members expect AI savings, but only 3% of organizations exceed their targets
According to Gartner research, most executives expect AI to bring productivity gains, but the share of organizations able to hit the target remains low.
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CX Today: Shadow AI agents often access customer data without security oversight
The article draws on comments from Ankita Gupta of the agent security platform Akto: the problem becomes more serious when employees ask an agent to do work rather than write text.
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Oracle introduces five new AI-powered customer experience applications
According to CMSWire, Oracle has rolled out new AI-based applications that cut after-call work time. Gartner predicts that AI agents will resolve 80% of common service issues on their own by 2029.
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CX leaders will trust AI advisors that show their work in 2027
In 2027 and beyond, customer experience leaders are expected to trust AI advisors that show how they reached a recommendation.
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Forrester: AI agents can't turn grand promises into decisions; customer strategy must be codified as rules
According to a Forrester blog post, goals such as keeping customers happy give an agent no direction; until now, employees have filled that gap with their own judgment.
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BrandRank.AI: AI engines mostly recommend the same four retailers for customer service questions
In BrandRank.AI's test of six engines, four or more engines named the same retailer in 65% of retailer questions; for product questions, the figure was only 31%.
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CMSWire: AI in Contact Centers Is Spreading Faster Than the Rules and Infrastructure to Oversee It
According to a CMSWire INSIGHTS and SuccessKPI survey measuring AI maturity in contact centers, being ready for AI does not mean having rules to oversee agents.
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Forrester: Marketing's new test is maintaining quality while teams create with AI
Based on a Forrester analyst's observations at a conference, the discussion is now shifting from AI training to teams building their own workflows.
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Forrester: AppGen platforms now stand out not for speed but for how well they manage what is built
According to Forrester, the evaluation's most important finding is not who the leaders are: enterprises are increasingly relying on these platforms to govern, secure, and operate AI-generated applications and agents.
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İş Bankası tests conversational shopping AI agent in İşCep
The bank aims to combine finding products, adding them to the cart, and paying into a single flow. According to İş Bankası Executive Vice President Sezgin Lüle, however, user habits are still taking shape.
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Microsoft previews AI tools that run on third-party contact center platforms
According to Microsoft, the service is aimed at organizations that want AI now but are tied to older platforms or partway through long migrations.
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Gartner unveils its 2027 technology trends, and voice AI makes the list
Gartner analyst Gene Alvarez presented the list at a summit in Orlando; the trend most relevant to customer support is voice AI that understands conversations and makes decisions.
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Forrester: AI's biggest obstacle in 2027 is the gulf between what executives expect and what employees experience
According to Forrester, executives keep raising their expectations of efficiency gains, while employees take tools that don't quite live up to their promise and apply them to work that isn't yet clearly defined. That gap will widen in 2027.
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Forrester: In 2027, marketing executives will no longer fund AI without scrutiny
82% of US B2C marketing executives expect to make a stronger case to senior leadership for their AI spending.
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Gartner: By 2030, physical AI will support 80% of frontline workers at international companies
These technologies include robots, drones and autonomous vehicles, yet only 31% of frontline workers say their employer provides responsible AI training.
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Zoom unveils shared customer memory for human and AI agents
According to Zoom, every call, chat and virtual agent conversation adds to a single record of the customer; this is the company's own description of its product.
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More than 1 in 3 consumers used AI to shop on Prime Day 2026!
Of those, 56% turned to LLMs to compare prices and 42% to check price history.
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Contentsquare revamps its platform to separate AI agent traffic from human shoppers
According to the company's data, AI-referred visits grew 632% in a year, but they make up only 0.2% of traffic.
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Gartner: 71% of organizations expect to deploy agentic AI in the next 12 months
Yet only 21% of organizations currently have the governance in place to oversee these systems.
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Gartner: Only 13% of CIOs say their organization sees significant value from AI
Meanwhile, more than half of these executives say pressure to deliver cost savings from AI is mounting.
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Five9: 80% of consumers are willing to use AI-powered customer service
Even so, two-thirds prefer to speak with a person, and 83% say they have had to explain their problem all over again, at least sometimes, after being transferred to an agent.
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Gartner: 87% of customers want companies that use generative AI in customer service to also offer access to a human agent
Customer trust is low, too: according to Thales, only 23% of customers trust companies to use AI responsibly with their data.
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65% of experts on MIT Sloan panel: As AI grows more powerful, the real test will be preserving human judgment
On the panel of more than 50 experts assembled by MIT Sloan Management Review and Boston Consulting Group, 19% disagree with this view and 15% are undecided.
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AI agents are shifting marketing operations from building campaigns to overseeing agents
The article draws not on research but on how a chatbot trained on MarTech's own archive answered a question.
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Five9 survey: 92% of consumers give an AI agent fewer than 10 minutes before escalating to a human
In a survey commissioned by Five9, which also sells AI agents, just 46% of consumers rated their most recent AI or chatbot experience positively, the lowest of any channel in the survey.
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Forrester sets five criteria for what truly counts as an AI agent in marketing
According to Forrester, the concept is becoming blurred as vendors sell more and more tools as "agents"; the firm expects a marketing agent to carry out work on its own, plan to achieve a goal and be able to explain its decisions.
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Leaders believe customers are happy with AI service, but customers disagree
Fast responses alone are not enough, the article argues; for AI to work, it also has to understand the customer's context and inspire trust.
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Microsoft makes 30 pre-built CRM skills generally available in Copilot Cowork
The skills draw on data from Dynamics 365's Sales, Customer Service and Customer Insights apps; Cowork consumes credits on top of the user license.
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Once customers' AI agents step in, choice and checkout slip out of brands' control
Meta's Muse agent reached 2.5 million downloads in its first two weeks. While Amazon shows a warning pop-up, PayPal and Shopify have enabled checkout through Muse; every brand faces the same access decision.
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Türkiye ranks 41st in the world on an index of countries building AI and human skills together
A new index from the learning platform Coursera measures the extent to which learners develop AI skills together with human skills; in Türkiye, enrollments in AI courses rose 29% year over year.
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Two-thirds of organizations have an AI budget, but only 10.8% of agent initiatives are at full scale
Among martech leaders, 40.2% can't show a clear financial contribution from their technology investments. Agents, meanwhile, are on the roadmap at 95.3% of organizations.
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Dog Daycare Chain Dogtopia's CEO: AI Assistant Outpaces Teams at Booking Appointments
Speaking on Blake Morgan's The Modern Customer podcast, Dogtopia's CEO explains how the company keeps care personal now that it has grown to more than 270 stores; the figures are the company's own.
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AI agents that say 'job done' without finishing the job are customer experience's new blind spot
The problem is called "hallucination of action," and it is seen as one of the most pressing issues for customer experience teams expanding their use of AI.
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Contentsquare: 23% of consumers say they would switch brands if a site disappoints
In a Contentsquare survey of 2,000 consumers in the US and France, 97% say they would reconsider a purchase if the website experience proved disappointing after AI recommended a product.
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Gartner: 30% of workers laid off because of AI will need to be rehired by 2029
Gartner predicts that, across all industries, 30% of workers laid off because of AI will need to be rehired by 2029, often at a much higher cost.
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Gartner: Returns are unclear for 42% of AI use cases in customer service
Of the 432 use cases Gartner examined, about a quarter delivered a positive return and about a quarter a negative one; returns are unclear for 42% of use cases, and 11% broke even.
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Jet2 signs agentic AI deal with Adobe for 10 million myJet2 customers
The UK's largest tour operator has signed a multi-year deal with Adobe aimed at bringing agentic AI to the myJet2 customer experience.