customer experience

Marchex’s Agent Behaviors solution helps sales leaders shift from reactive performance management to strategic, data-driven coaching to improve agent performance and sales execution.

Impact shows up in how a customer’s business actually runs day to day. It’s not about a system going live or a dashboard looking impressive. It’s about whether issues are resolved faster, whether revenue moves more quickly, and whether people genuinely feel their jobs have become easier, says Shakira Talbot, Group VP, CRM EMEA at ServiceNow.

New features by Tealium deliver real-time, privacy-first context to AI models with enhanced integrations, intelligent decisioning, and MCP-powered configuration agents.

Many organisations are investing heavily in artificial intelligence to improve customer experience, but fragmented data, siloed systems and outdated infrastructure are preventing AI from delivering truly connected omnichannel CX.

Unveiled at Amplify 2026, the release brings together real-time customer context, decisions, and execution in a single system, so teams can act in the moment instead of hours or days later.

OASYS dynamically selects and coordinates multiple AI agents within a single interaction, enabling complex tasks to be completed seamlessly across systems and channels.

Reputation IQ, AI Reputation Manager, and AI Location Presence Insights give brands visibility into and control over how they are found, trusted, and chosen in AI-driven search.

Custom Skills lets brands define their own logic in plain language, build skills from scratch, customise how existing ones behave, and connect them to any system in their tech stack.

Layal Akouri explains how authentic engagement, premium positioning, and customer-centric innovation drive sustainable growth and loyalty in competitive markets.

Brands are moving away from purely transactional loyalty rewards towards incentivising content creation and advocacy. Charlie Casey, CEO of LoyaltyLion, wants leaders to “think about user-generated content as part of the value exchange.”