Content Category
CX Today's October 10, 2026 security roundup: ASOS confirmed a breach affecting basic customer details, IBM and Red Hat remediated 400+ vulnerabilities in Java libraries, and Microsoft made Execution Containers for AI agents generally available.
Why it matters
Customer-facing agents that can read data and act need boundaries and audit trails, and a breach shows what is at stake.
CX Today's October 7, 2026 report on Opsgenie's end of life: access ends April 5, 2027, unmigrated data is deleted, and moving to Jira Service Management leaves gaps in integrations, retention and incident handling.
Why it matters
On-call alerting affects how fast customers hear about and recover from incidents.
In an October 9, 2026 CX Today interview, Infobip's Kim Johal says generic WhatsApp offers are losing impact, consent should drive personalisation, and retailers should not build a WhatsApp-only strategy.
Why it matters
Opt-outs and blocks on a personal messaging app are costly to reverse.
An NTT DATA contact-centre study of 2,160 people in the UK and Ireland, discussed on October 8, 2026, says consumers are pragmatic about AI, prefer phone, email and chat over chatbots, and that 52% of businesses cite legacy integration as a top-three challenge.
Why it matters
If customers accept AI when it is useful, the blocker is often internal systems and handoff design.
CX Today's October 2026 report on online community platforms: Khoros is offering free migration to Aurora AI through the end of 2026, Atlassian moved its forums to Higher Logic Vanilla on September 22 and PTC moved to Gainsight.
Why it matters
A forum migration has real costs in downtime, SEO and member loyalty, and vendors are competing on migration help.
On June 23, 2026 Five9 announced platform-native Voice AI Agents powered by a Genius AI execution layer, secure tool calling and a unified AI Agent Studio for building, testing and monitoring them.
Why it matters
It signals that IVR replacement is becoming a standard product, with tooling to test and monitor agents before they take real calls.
Zendesk's October 2026 release notes list voice AI agents as generally available for voice customers: end-to-end phone automation, handoff to humans, transcripts, summaries and recordings, plus redaction in AI agent tickets.
Why it matters
Voice is a large share of service contacts, and handoff, recordings and redaction are what regulated teams ask for first.
Sprinklr's Social Index, reported in May 2026, found that retail brands lead in social activity while 78% fail to generate meaningful engagement. Chief administrative officer Joy Corso: "Brands don't lack visibility. They lack relevance."
Why it matters
It supports shifting effort from output volume to relevance and response.
On September 2, 2026 Genesys introduced four capabilities that it says advance Genesys Cloud as an agentic orchestration platform for customer experience, at Xperience in Las Vegas.
Why it matters
Governance of agents is a core selling point, which fits the concerns of regulated industries.
Qualtrics completed the acquisition of Press Ganey Forsta in May 2026 for $6.75 billion, according to CX Today. The deal covers more than 41,000 healthcare facilities, including most US hospitals.
Why it matters
Healthcare patient experience is a regulated, high-value niche, and data scale is the asset.
