Customer experience

Klaviyo is buying Agency to add returns, order tracking and AI support to its marketing tools

Klaviyo’s deal for Elias Torres’ Agency signals a shift: AI agents for post‑sale support are becoming a standard line item in ecommerce martech stacks.

Dreamforce 2026 is forcing CX teams to move past chatbot containment and into audited AI resolution

Dreamforce 2026’s “agentic enterprise” message lands with a practical constraint: AI agents only help CX when they can complete approved work on clean, connecte

NiCE's record HMRC deal proves enterprise CX AI is real, but scaling it remains slow

NiCE closed its largest-ever CXone deal with UK tax authority HMRC, but its Q2 call revealed a persistent gap between signing and scaling AI in the enterprise.

Kohl's and ShipBob bring generative AI into retail operations as ecommerce tops $4 trillion globally

Kohl's launched a Gemini-powered shopping assistant and ShipBob embedded Claude into its fulfillment suite, signaling AI is now an operational standard.

Verndale joins Sitecore's Velocity Program to accelerate enterprise AI adoption across marketing stacks

Verndale, a Sitecore Platinum Partner with 350+ projects and 12 MVPs, joins the Velocity Program to help brands migrate to SitecoreAI faster.

Salesforce's new B2B Commerce suite puts an AI buying agent on WhatsApp and SMS

Salesforce launched a B2B Commerce suite with a native Buyer Agent on Agentforce, intent-driven AI search, and headless APIs to close channel gaps.