CX Today

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Nissan: Why Customer Feedback Alone Fails to Fix the Journey

2026-11-0619:03

Nissan’s Coralie Musy discusses why better CX requires joined-up data, clear ownership, and action customers can actually see. Brands can collect surveys, behavioral data, service insights, complaints, and online feedback at every stage of the customer journey. Yet customers can still move from a website to a dealership, customer care team, or service center and feel like the business has lost the thread. In this CX Today interview, Rhys Fisher speaks with Coralie Musy, VP...

Why Voice AI Fails When It Leaves the Demo Room

2026-11-0415:24

Voice AI can sound seamless in a controlled demo. But real customer calls are rarely controlled. Poor signal, background noise, regional accents, packet loss, latency, and weak carrier routes can all prevent an AI voice agent from understanding what the customer needs. Then come the familiar frustrations: interruptions, loops, repeated questions, and a bot that cannot transfer the conversation cleanly to a person. In this CX Today interview, Rhys Fisher speaks with ...

Can AI Make Shopping Easier Without Taking Control?

2026-10-3021:42

TikTok product designer Zhengyang Yang discusses using AI to turn product discovery into purchase confidence, without adding friction or taking choice away from the shopper. AI-assisted shopping is moving beyond product recommendations and chatbots. It is beginning to help customers compare products, interpret reviews, find the right size, and decide whether an item is actually right for them. But there is a risk: adding AI to every stage of the shopping journey can create...

Why AI Handoffs Still Make Customers Repeat Themselves

2026-10-2611:16

Twilio’s Sam Richardson explains why customer context, identity, and reassurance must travel between AI, human agents, and channels. AI customer service may be getting faster and more conversational, but too many customers are still being forced to repeat themselves when they move between bots, agents, and channels. In this CX Today interview, Rhys Fisher speaks with Sam Richardson, Director of Executive Engagement at Twilio, about the real challenge behind AI handoffs: en...

Has Salesforce Bought Its Missing Engagement Engine?

2026-10-2115:08

Constellation Research’s Liz Miller explains why Salesforce’s $5.66B Braze deal is about the execution layer behind data, AI, content, and customer engagement. Salesforce has agreed to acquire Braze for $5.66B. The deal adds Braze’s real-time, cross-channel customer engagement and decisioning capabilities to Salesforce’s growing stack of CRM, data, AI, and content tools. But, according to Liz Miller, VP and Principal Analyst at Constellation Research, this is about more than ano...

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