CX

AI call screening can block consenting customers. In a test of 188,000 consumers, agentic AI connected far more often than traditional dialling.

Broken telephony infrastructure is undermining AI customer service agents — and the calls most at risk are often the ones that matter most.

For property managers, facility services and field-service networks, the inbound ticket queue isn’t a CX signal. It’s a labour cost. This piece explains why AI should be judged on tickets resolved inside your own systems, not tickets deflected away from your team.

As AI becomes a new customer-service touchpoint, brands must use automation to remove friction while keeping human support accessible when customers need it most.

A new report found that in-store inefficiencies now cost retailers $196.4 billion annually, with technology sequencing emerging as a critical factor in maximising retail technology investments.

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investing heavily in artificial intelligence to improve customer experience, but fragmented data, siloed systems and outdated infrastructure are preventing AI from delivering truly connected omnichannel CX.

A recent report suggests that 24% of respondents feel AI created more coordination work, 22% reported lost context during handoffs, and 20% saw requests routed incorrectly.

Behind every great customer experience is an engaged employee. Anastasiya Golovatenko, Account Director at Sherpa Communications, explores how leadership, purpose, and everyday behaviours shape the EX–CX connection, and why happier teams consistently deliver better business outcomes.

Martechvibe highlights voices whose work explores organisational culture, marketing strategy, bias, resilience, and the realities of building influence in complex systems.

As AI becomes the new shopping interface, retailers must rethink discovery, data, and customer experience to stay visible. Those who adapt now will shape how consumers find, trust, and buy in an AI-native world.