3+ day, 5+ min ago   (706+ words) “The divorce came out of nowhere.” Except usually, it didn’t. The signs were there, but nobody was looking at the right ones. I think the same thing happens with customer churn. Unhappy customers don’t always leave, and happy customers don’t…...

3+ day, 14+ hour ago   (195+ words) Acquisition announcement. Tailwind Labs is becoming part of Shopify. Developer reassurance. Existing users see continued support but new commercial sign-ups stop. Shopify acquired Tailwind Labs, the company behind the widely used Tailwind CSS framework, on Sept. 9. According to Tailwind Labs,…...

5+ day, 12+ hour ago   (899+ words) A customer tells an AI shopping assistant: “I need a counter-depth refrigerator under $2,000 that fits a 36-inch opening, and I need it delivered before Saturday.” That is not simply a product search. The customer has expressed an outcome, budget, physical…...

1+ week, 2+ day ago   (674+ words) With AI search, a consumer isn’t just relying on agentic engines and open tools to “find me a winter jacket for my trip to the Arctic Circle;” rather, they’re asking, “find me a winter jacket for my trip to the…...

1+ week, 2+ day ago   (969+ words) Salesforce’s agreement to acquire Fin (previously known as Intercom) for approximately $3.6 billion is another signal that AI agents are moving deeper into customer service operations. The deal will likely be analyzed through platform consolidation, Agentforce acceleration and the economics of…...

1+ week, 2+ day ago   (281+ words) The practical impact of Anthropic’s watermarks is likely to be limited, although Anthropic raised some alarms by stating that even human-produced content might be flagged if it’s run through Claude for editing. The more important effect of the announcement may…...

1+ week, 5+ day ago   (433+ words) Alchemer on Sept. 2 announced Alchemer Iris, an AI-native customer experience platform designed to unify feedback collection, analysis and action across surveys, reviews, reputation management and other listening channels. General availability begins in Q4 2026, according to the company. Alchemer has been building…...

1+ week, 6+ day ago   (393+ words) (Editor's note: Stay tuned for more coverage of Opticon with Brian Riback on site!) The launch targets a growing pain point. In a recent Optimizely study of more than 2,000 B2B marketing leaders, 81% said they switch between two or more disconnected AI…...

3+ week, 3+ day ago   (770+ words) Many people think of a website as digital media. But if you imagine a website as a physical store, traditional SEO would act as the signage on the street, pulling in foot traffic from passersby. Search engine activity by AI…...

3+ week, 6+ day ago   (876+ words) This article examines how the new rules affect conversational AI, AI-assisted service and the CX technology decisions that businesses make next. Editor's note: These questions address the EU AI Act's Article 50 transparency requirements as they apply to customer-facing AI in…...