CX Today

AI may be everywhere in customer experience, but according to Bloomreach CEO and Co-Founder Raj De Datta, much of it still falls short of delivering real business impact.
Speaking to CX Today, De Datta reflected on Bloomreach’s recent milestone of surpassing $260 million in annual recurring revenue, a result he attributes largely to the company’s AI-native approach and the evolution of its Loomi AI platform.
Rather than treating AI as an add-on, Bloomreach has embedded it directly into the mechanics of personalization, campaign execution, and product discovery.
De Datta warned that many organizations rush to introduce AI without rethinking the workflows underneath:
“When you go bolt on AI to an otherwise pre-existing workflow with very little change or a pre-existing system, it’s not that it doesn’t work, it’s just that it doesn’t add that much value.”

Simple use cases, such as AI-generated copy suggestions, can add incremental value, but rarely move the needle on revenue or efficiency.
The conversation also explored the rise of agentic commerce and what it means in practice, with De Datta outlining three emerging models, from AI-led research conducted through conversational agents; to on-site conversational experiences; and finally, fully agent-driven purchasing.
While much of the industry is focused on the end state, he suggested most near-term value will come from the first two.
Looking ahead, De Datta advised CX leaders to focus on discoverability in conversational channels, invest in AI-native customer communication platforms, and apply AI to operational tasks that free up teams to focus on higher-value work.
As AI becomes a primary interface rather than a background tool, the pressure on CX teams to get this right is only increasing.

In an era where data breaches are daily headlines, how a company handles a mistake matters more than the mistake itself. Brad Anderson, President of Product Engineering and Security at Qualtrics argues that “radical transparency” is the only way to survive a security misstep.
In this interview with Nicole Willing, Anderson warns against the common corporate instinct to minimize the impact of a breach (“only a small number of users affected”) before having the facts.
He explains that modern trust is built on clarity: telling customers exactly what happened, who was affected, and what is being done to fix it. If a brand cannot prove it is protecting data, it cannot build loyalty.
Beyond crisis management, Anderson details how to build trust proactively by using AI to detect “digital frustration” signals—like rage-tapping—and intervening to help customers before they abandon the brand. There is a clear difference between AI “science projects” and AI that actually solves problems, Anderson argues, making the case that leaders must shift focus to “pragmatic AI” tools that actively close feedback loops and repair broken journeys in real-time.
Don’t miss this conversation on the critical trust barrier for enterprise AI adoption, and the rise of AI-enabled “synthetic research” to cut insight time from weeks to hours.
For more Customer Experience tech news visit https://www.cxtoday.com

Francesca Roche sits down with Sarah Bruno, a Partner in the Emerging Technologies Group at Reed Smith, to discuss the recent investigative sweep by California’s Attorney General targeting retail, grocery, and hotel sectors for their use of consumer data in surveillance pricing.
Sarah Bruno explains that the sweep focuses on how companies use algorithms to set individualized prices based on personal and non-personal data that consumers may not anticipate is being collected. She highlights why these sectors are targeted, given their broad consumer base and the variety of data collected both online and offline.
The discussion covers the complexity of compliance. Bruno emphasizes the importance of transparency and human oversight in algorithmic pricing to avoid misleading, unfair, or discriminatory outcomes. She notes that algorithmic pricing can unintentionally lead to discriminatory effects based on data patterns, rather than company intent, and stresses the role of disclosure to maintain customer trust.
Bruno considers how this California sweep could set a precedent for other states, influencing how businesses across the U.S. approach personalized pricing, loyalty programs, and CX transparency. She underscores that companies may need to adapt their data collection, notice, and transparency practices to align with evolving regulatory expectations while preserving customer engagement.

Ali Sarrafi, CEO and Founder of Kovant, explains why public AI agent platforms expose credentials, lack controls, and attract bad actors.

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For more Customer Experience tech news visit https://www.cxtoday.com

Customers don’t complain in private anymore. They post. They tag. They amplify. And they expect a response before the next refresh.
In this CX Today conversation, Rob Wilkinson speaks with Anish Singal, VP of Product Management at Sprinklr, about why “control” is the wrong goal for modern CX, and what it really means to command the moment instead.
From AI signal detection and cross-functional war rooms to predictive analytics and governance at speed, this is a grounded discussion about how brands move from reactive firefighting to outcome-driven social CX.
What you’ll take away:
Why control breaks at the speed of social, and what “command” really means in practice
How one social signal can escalate into reputational and revenue risk, and how to contain it early
Where AI shifts CX from reactive reporting to predictive action
How to embed governance without slowing teams down
The three rules modern social CX leaders follow: understand meaning, measure outcomes, empower action
Why employee experience is the foundation of sustainable, high-speed customer experience
Who should watch?:
Chief Customer Officers, Heads of CX, and Contact Centre Directors navigating social-first service
CMOs and digital leaders managing brand reputation in real time
CIOs and transformation leaders embedding AI into service workflows
Risk, compliance, and governance teams responsible for brand integrity at scale
If your teams are still trying to contain conversations instead of leading them, this discussion offers a practical blueprint for building readiness, accountability, and measurable impact in 2026 and beyond.