CX Foundation

🔥 Want to see where the real innovation is happening in CX? It’s not just platforms, it’s people. We just published our Agentic CX Power List, a spotlight on the CEOs turning vision into execution at the bleeding edge of AI + CX. They’re building next-gen agentic platforms that will power enterprise CX for the next decade. This is the who’s who of CX’s next chapter: Tomas Gorny - Nextiva Bret Taylor - Sierra Ping Wu - Cresta Mike Murchison - ada Swapnil Jain - Observe.AI Arvind Jain - Glean Daniel Michaeli - Glia Dan O'Connell - Front 👉 Read the full list + CX Foundation's take on what sets each one apart: https://lnkd.in/eEkriv_9 Don’t just follow the platforms. Follow the people. #AI #CX #AgenticCX #CXLeaders #VoiceAI

🔥 $1.5B. Three powerhouses. One bold signal. The future of CX is no longer about point solutions, it’s about orchestration at scale. Genesys, backed by Salesforce and ServiceNow, just raised $1.5 billion to do exactly that. And with Tony Bates at the helm, Genesys is becoming the command center of enterprise customer experience. CX is now the connective tissue across CRM, ITSM, AI, and automation. And this move makes it clear: the most valuable layer in the enterprise stack is no longer just data, it’s intelligence in motion. Full breakdown here 👉 https://lnkd.in/emZ7c2uz #CX #AI #CustomerExperience #Genesys #Salesforce #ServiceNow #AgenticAI

🛍️ Phygital Retail Is Here: How AI Is Transforming Stores Forever AI is blending digital and physical retail like never before — and it’s changing how we shop, move, and interact in-store. In this video: • How AI is powering smart shelves, virtual try-ons, and frictionless checkout • Why phygital is becoming the new standard in customer experience Here's the full breakdown 👇 #AI #CustomerExperience #RetailTech #Phygital #AgenticAI

🧠 AI Orchestration Is Reshaping CX AI is evolving fast, and it's now coordinating entire customer journeys. in our new blog, we explore the rise of AI orchestration and what it means for the future of customer experience. 💬 What’s inside: 🚨 How orchestration goes beyond basic automation 🚨 Real examples of AI managing entire customer journeys 🚨 Why old workflows are slowing teams down 🚨 What enterprises must change to compete 🔍 CXF Take: The future of CX is coordinated, contextual, and always-on. AI is taking a front seat, not just to answer questions, but to manage touchpoints, surface insights, and drive outcomes. Leaders who embrace orchestration will scale faster and serve smarter. 👉 Read the full article: https://lnkd.in/efUZpJ7U #CXStrategy #AI #CustomerExperience #AgenticAI #Automation

👀 Customer Experience ≠ Customer Service. Here's Why: Many brands still confuse “customer service” with “customer experience.” But in today’s AI-powered landscape. our latest blog clears up the confusion and explains what’s at stake for businesses that don’t evolve. What’s inside: 💡 Clear definitions that separate CX from support 💡Why CX goes far beyond the help desk 💡 The role of AI in expanding the CX mandate 💡 Why leading brands are investing in proactive, predictive CX 🔍 CXF Take: Service is reactive. Experience is holistic. The companies winning today are those that orchestrate every touchpoint — from first click to final resolution — into one seamless, intelligent journey. This blog breaks down how to start thinking that way. Read the full article here 👉 https://lnkd.in/eXZ93FpN #CustomerExperience #CXStrategy #AI #AgenticAI #CXLeadership

📈 Customer Experience Automation: How Leading Teams Are Scaling Impact Automation plays a central role in modern CX, but too often, it’s misapplied. Instead of improving journeys, it introduces delays, dead ends, and impersonal interactions. In this post, we cover: ✅ Where automation drives real customer outcomes ✅ Mistakes that disconnect automation from CX strategy ✅ How AI and automation work best when paired ✅ The frameworks used by top-performing CX orgs Read the full breakdown 👇 https://lnkd.in/e_mVYA9x #CustomerExperience #CX #Automation #AI #ContactCenter

🚨 Shadow AI Is Already in Your Workplace Most teams don’t realize it yet, but Shadow AI is quietly becoming one of the biggest compliance threats in modern organizations. In this video: • Katherine Stone shares how Shadow AI is creeping into teams unnoticed • Learn a 5-step framework to detect and prevent unauthorized AI app use Here's the full breakdown 👇 #shadowai #datacompliance #aicompliance

🚨 Zoom Releases AI Auto‑Dialer Built for Sales Efficiency Zoom just raised the bar for outbound calling. Its latest release introduces an AI-powered auto-dialer under the Zoom Revenue Accelerator—built to drive more connects, faster follow-ups, and streamlined pipeline execution. With this rollout, Zoom is shifting outbound from manual hustle to automated precision. What’s New: 🔹 AI auto-dialer that calls multiple leads and routes live answers to reps 🔹 Voicemail drop when AI detects an answering machine 🔹 Integrated transcription, calendar sync, and CRM updates 🔹 AI-generated call briefs and territory-based contact organization Read the full breakdown here: 👉 https://lnkd.in/ezHMdii6 #Zoom #SalesTech #AutoDialer

🔥 New report from Dialpad: 80% of contact center employees believe AI will increase headcount. Yes—increase! While the media spins AI as a job-killer, those on the front lines see something else entirely: ✅ 73% say AI will help them do more work ✅ 62% say it will unlock more strategic tasks ✅ Only 10% want to do less work—they want to upskill The real story? AI isn’t replacing agents. It’s redefining them. From handling routine tasks to surfacing real-time insights, AI is becoming the silent teammate—not the silent threat. Dialpad’s State of the Contact Center 2025 report is one of the most grounded, people-first looks at AI in CX I’ve read all year. Grab the full report for the stats 👉 https://lnkd.in/gpQnkRD7 #AI #CX #Dialpad #ContactCenter #FutureOfWork #AIAssist #CustomerExperience #CallCenterInsights

🚀 The CX Revolution Is Here — And It’s Powered by Data + AI Consumers don’t want service. They want understanding, relevance, speed, and AI is finally delivering. In this must-read Forbes Tech Council article by Mohan Krishna Mannava, we see how forward-thinking companies are moving from reactive to predictive, from support to strategy. Here’s what’s driving the shift: 🔍 Unified customer views, no more data silos 🔍 Conversational AI that speaks like a human, not a script 🔍 Predictive analytics that anticipate needs before tickets even exist 🔍 Personalization at scale — tailored to behaviors, not just segments AI is transforming how brands engage, support, and retain their customers — with speed, intelligence, and empathy. 💡 CXF Take: The future of CX is proactive, personal, and powered by AI. The brands winning in this new era aren’t the ones with the most data — they’re the ones who know how to use it. Responsibly. Transparently. Intelligently. 🔗 Read the full piece via Forbes: https://lnkd.in/emysfpAa #AI #CustomerExperience #ForbesTechCouncil