CX

The acquisition expands Genesys Cloud AI with advanced agentic workflow automation and enterprise execution capabilities.

The most successful brands use logic to enable magic: they use data, technology, and AI to understand context, anticipate needs, remove friction, and make better decisions. The goal is to create customer experiences that feel effortless, personal, and relevant, says Ilaria Buonpane, CMO at Wear That, Chalhoub Group.

Memorable experience is the part of the product that survives commoditisation, and it is what gives the customer a reason to advocate, says Darius LaBelle, Managing Director, Middle East at November Five.

The research signals a decisive shift in B2B GTM strategy, urging leaders to abandon outdated playbooks and embrace an AI-first, customer-obsessed model built on augmentation, resilience, and cross-functional collaboration.

New in-product support agent by Amplitude answers questions with behavioural data and user insights, guides users through tasks, and shows product teams whether problems are truly fixed.

With AI Auto-Responder, businesses can accelerate response times, enhance customer perception and maintain consistent brand voice, while reducing manual effort and enabling teams to focus on higher-value strategic work.

The summit will focus on proving the impact of marketing spend and using analytics to add customer value. It brings together leaders across marketing, CX, and technology to share real-world experiences and insights on navigating tech stack challenges

Algolia expanded customisation within Shopify App Blocks, giving merchants greater control over how search behaves without requiring a storefront rebuild.

In-store retail is being reimagined, shares Andrey Dorosh, Regional Retail Director, MENAT markets at Samsung Electronics MENA. When paired with digital channels, physical retail becomes critical to a true omnichannel strategy—one that meets customers where they are, both online and offline.

Tealium Co-Founder Ali Behnam explains why real-time orchestration, smarter governance, and CDPs as AI guardrails are key to turning insights into impact.