Sprinklr Bets That Context, Not Agents, Wins the Next Round of CX
Sprinklr’s CX Graph tracks where every customer fact came from and who said so, which could become the foundation for serving customers’ personal AI agents.
Recent Posts
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2026 BPO, AI & CX Intelliview: From Labor Arbitrage to Managed AI Operations
New Opus Research Intelliview evaluates how six leading CX BPOs apply AI in their own operations and in the services they sell.
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How AI Agents Are Changing Shopping and What Comes Next
Julie Ask and Amy Stapleton discuss how AI agents are changing shopping, what builds consumer trust, and how businesses can prepare for agentic commerce and service.
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Invoca Wants to Turn Google Searches into Customer Relationships
Invoca’s new Google messaging agents connect search to sales, helping brands engage customers, personalize conversations, and improve conversions.
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Dialpad and Ada Combine to Build a Platform for Customer Work
Dialpad and Ada are combining to put AI agents, human specialists and a carrier network on one platform, shifting customer service from handoffs to human-AI collaboration.
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Zoom’s Unified Context Layer Could Connect a Lot of CX Dots
Zoom’s Unified Context Layer aims to turn customer conversations into actionable intelligence, connecting AI agents, enterprise systems, and CX workflows.
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The Missing Grammar for Multi-Agent Customer Journeys
A Huawei research proposal offers a common grammar for tracing complex customer journeys across AI agents, tools, platforms, and protocols.
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Cisco’s Dialog Takes Customer Service Beyond the Conversation
Cisco’s Dialog extends customer service beyond individual conversations, coordinating AI agents, people, and enterprise systems to resolve issues.
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Walmart Gives Personal Agents a Place in the Customer Account
Walmart’s planned Agent Gateway offers a glimpse of shopping through personal agents, with clear permissions and purchasing controls.
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When Your Customer Sends an Agent
Personal agents could increase demand on contact centers. NiCE’s recent Analyst Summit explored the challenges and how companies can prepare.