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What we are working on, and what we have learned.
고객 경험, 제품에 출시된 내용, 그리고 이 둘의 근거에 대한 논쟁. 유료 백서는 없습니다.
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25 September 2026FintechAl-Futtaim Unifies Digital Payments Across Businesses With JuspayAl-Futtaim is partnering with payments orchestration provider Juspay to consolidate checkout infrastructure across its retail, automotive and other consumer businesses onto a single platform.25 September 2026Customer ExperienceDr Martens Partners With Salesforce on Agentic AI for CXDr Martens is working with Salesforce to build 'agentic experiences' that let AI agents autonomously handle parts of the customer journey, as the bootmaker pursues its goal of becoming the world's most desired premium footwear brand.25 September 2026GovTechZain Jordan Offers Free Data Access to Sanad's 550 Gov ServicesZain Jordan is zero-rating mobile data for Sanad, the national e-government platform hosting 550 digital services, removing the data-cost barrier to public-sector transactions.25 September 2026Digital TransformationAkasa Air Names Abhishek Gupta Chief Information OfficerAkasa Air has appointed Abhishek Gupta as Chief Information Officer, elevating IT leadership as the low-cost Indian carrier scales operations and technology becomes a core competitive lever.25 September 2026BankingOmniBSIC Bank Relocates Dome Branch to Improve Customer ExperienceOmniBSIC Bank has moved its Dome, Ghana branch, saying the relocation is meant to enhance customer experience, though no details were given on the new site or specific problems it addresses.25 September 2026Customer ServiceTelstra Deploys Salesforce Agentforce for AI Customer ServiceTelstra has begun rolling out Salesforce's Agentforce agentic AI platform to handle customer service interactions, joining a growing wave of enterprises moving agentic AI from pilot to live deployment.25 September 2026HospitalityKFC Tests New Ordering Experience at Texas 'Open House' PilotKFC has opened an experimental 'Open House' restaurant in Texas to trial new ordering, waiting and pickup approaches before deciding whether to scale changes chain-wide.25 September 2026Customer ExperienceTTEC Launches CARES Metric to Measure Real Customer ExperienceTTEC has introduced CARES, a quality intelligence metric meant to capture what actually happens during customer service interactions rather than relying on post-contact surveys like CSAT or NPS.25 September 2026마케팅Attentive Adds AI Marketing Tools for SMS and Email BrandsAttentive has launched new AI-driven capabilities for its SMS and email marketing platform, though specifics on features, timing and rollout remain undisclosed.25 September 2026Customer ExperienceNeutrinos Named Major Player in IDC Insurance CX Platform ReportIDC's 2026 MarketScape names Neutrinos a Major Player among worldwide insurance customer experience platforms, citing its low-code, automation and AI-decisioning offering for insurers.25 September 2026BankingProvident Bank Deploys MANTL Account Opening in All 135 BranchesProvident Bank has rolled out MANTL's digital account opening platform across its entire 135-branch network, unifying retail and business account origination on one digital system.25 September 2026AIHelo.ai Launches Helo Voice AI Agent for Full Workflow CompletionHelo.ai has launched Helo Voice, an AI voice agent designed to complete entire enterprise customer service workflows end-to-end rather than just answering or routing calls.24 September 2026AIDavid's Bridal Adds AI Fraud Detection to Online StoreDavid's Bridal is deploying AI-powered fraud detection technology to secure its e-commerce checkout, aiming to block fraudulent transactions without adding friction for legitimate shoppers.24 September 2026Customer ServiceVirgin Media O2 Launches AI Voice Agent for Customer ServiceVirgin Media O2 has begun deploying an AI-powered voice agent to handle customer service calls, joining a broader telecom shift toward automating routine support queries like billing and outages.24 September 2026AISinglife Deploys Salesforce AI Agents for Email Customer SupportSinglife is partnering with Salesforce to embed AI agents into its email-based customer support, aiming to automate routine policy queries while freeing human staff for complex cases.24 September 2026BankingPride Bank Partners with Interswitch to Expand Digital Banking AccessPride Bank has partnered with Interswitch to integrate its payment infrastructure, aiming to make banking more convenient and accessible, though specific products and rollout timelines remain undisclosed.24 September 2026Customer ExperienceAskNicely Adds Claude Connector for Live Customer Feedback QueriesAskNicely has launched a connector letting teams query and analyze live customer feedback and survey data directly within Anthropic's Claude, rather than switching to a separate CX platform.24 September 2026AIEma Raises $77M as AI Agents Displace Enterprise Software SpendingEnterprise AI startup Ema raised $77 million to build agents that replace entire workflows, signaling investor confidence that AI is shifting from assisting employees to substituting for software and outsourced services.24 September 2026AIAccenture Invests in Within to Speed Enterprise AI AdoptionAccenture's strategic investment in and new partnership with Within is designed to help enterprise clients move AI initiatives from pilot projects to full-scale deployment faster.24 September 2026RetailRiskified Adds Identity Risk Intelligence to Zendesk for ReturnsRiskified has integrated its identity risk intelligence directly into Zendesk, letting support agents see returns-fraud signals in real time without leaving their normal workflow.24 September 2026Customer ExperienceMcDonald's Growth Strategy Targets Food Quality and Customer ExperienceMcDonald's has confirmed a new growth strategy centered on improving food quality and customer experience across its global restaurant network, signaling a shift away from price-led competition.24 September 2026AIPrecisely Adds AI Features to EngageOne RapidCX PlatformPrecisely has expanded AI-powered capabilities within EngageOne RapidCX, its cloud-based customer communications management platform, though specific technical details were not disclosed.24 September 2026GovTechDigital ID to Become Gateway to Bangladesh Government ServicesBangladesh plans to make its national digital ID the single entry point for accessing government services, per Adviser Rehan, consolidating service delivery around one identity credential.23 September 2026Digital ExperienceCMSWire 2027 IMPACT Awards Open for CX, AI and Journey PlatformsCMSWire has launched entries for its 2027 IMPACT Awards, covering customer experience, AI, customer journey platforms and digital experience categories that reflect how the CX market now defines success.23 September 2026BankingCreatio Pledges $300M for Bank.AI Platform Through 2028Creatio has committed $300 million through 2028 to expand its Bank.AI platform, signaling a sustained, multi-year push to embed AI infrastructure across banking operations.23 September 2026AIAembit Adds Okta Cross App Access to Govern AI Agent IdentityAembit now integrates with Okta's Cross App Access, letting enterprises apply the same identity governance and audit controls used for employees to AI agents and machine workloads.23 September 2026AIMomentusMAX Debuts as Momentus Technologies' AI Platform for VenuesMomentus Technologies has launched MomentusMAX, an AI platform for venue and event management, with MAX for Sales now generally available for production use by venue operators.23 September 2026Customer ExperienceQumis Splits Sales and CX Leadership With Two New Executive HiresQumis has named Jared Williams Head of Sales and Lynn Black Head of Customer Experience, formally separating the two functions into distinct executive roles rather than one combined commercial leadership position.23 September 2026Customer ServiceUSPS Report: Employees Manipulated Customer Service ScoresA government report found USPS employees ran schemes to skew customer service scores, meaning reported performance data did not reflect actual service quality.23 September 2026Customer ExperienceAdobe Partners With Jet2 to Bring Agentic AI Personalisation to TravelAdobe and Jet2 are rolling out agentic AI to personalise booking and planning journeys for millions of holidaymakers, though details on specific products and rollout timing remain limited.23 September 2026AISela Raises $21M as AI Loan Agents Hit $1B in Monthly VolumeSela's AI agents now help originate $1 billion in loans per month, and the lending-automation startup has raised $21 million to expand the platform beyond pilot stage.23 September 2026AICohesity Launches Agent Resilience for AI Agent RecoveryCohesity has introduced Agent Resilience, a new capability to protect and quickly restore the infrastructure behind AI agents when they are disrupted, corrupted or compromised.23 September 2026AICorelight Adds AI Agent Tools and Behavioral Detection for SOCsCorelight has added agent-based AI tools and behavioral threat detection to its platform, aiming to help security operations centers triage alerts and reduce analyst workload without replacing human decision-making.22 September 2026Customer ExperienceBio-Techne Opens Customer Experience Center in DüsseldorfBio-Techne Corporation has opened a dedicated Customer Experience Center in Düsseldorf, Germany, giving European researchers and lab customers a local hub for hands-on demos and technical support.22 September 2026BankingCentreville Bank Taps Jack Henry for Core Banking ModernizationRhode Island-based Centreville Bank has selected Jack Henry as its technology partner to modernize core systems, support growth and deliver more consistent digital customer experiences.22 September 2026Customer ExperienceBright Pattern, iké Expand CX Partnership in Latin AmericaContact center software provider Bright Pattern and Latin American BPO iké have deepened their existing partnership to embed AI-driven customer experience capabilities into outsourced service delivery across the region.22 September 2026GovTechDzair Digital Services Tops 1 Million Registered UsersAlgeria's national e-government platform has surpassed one million registered users, a milestone that signals growing citizen adoption of digital public services but says little about repeat usage or task completion.22 September 2026Customer ExperienceTTEC Opens Cairo CX Hub for Volkswagen Group UK SupportTTEC has launched a dedicated customer experience operation in Cairo, Egypt to handle customer-facing service work for Volkswagen Group UK, extending its global delivery footprint.22 September 2026AIBidgely Debuts Agentic AI Customer Experience Suite for UtilitiesBidgely has launched what it calls the energy industry's first agentic AI customer experience suite, letting utilities deploy autonomous agents to handle tasks like billing questions and outage updates rather than just surfacing insights for staff.22 September 2026RetailKenya Airways Upgrades to Sabre's Modern Retailing PlatformKenya Airways is partnering with Sabre to move off legacy reservation systems onto a modern retailing platform, aiming for more flexible, personalized offers and smoother booking experiences.22 September 2026Customer ExperienceTTEC Launches Automotive-Focused CX Program From Cairo HubTTEC has introduced a dedicated automotive customer experience program delivered from Cairo, signaling deeper vertical specialization and reinforcing Egypt's role as a CX outsourcing hub.
Sep 202622 September 2026This month brought a full rebuild of the public landing site to match the René design system, a unified export dialog covering all canvas scopes, and a console that now runs on live data instead of samples.Landing site 6Journey canvas and exports 6Admin console 6고객의 소리 1Aug 202631 August 2026This month brought a rebuilt admin console with finance and CRM tooling, a revamped billing and credits system, and a wave of reliability work on journey and VoC generation, plus continued internationalisation and canvas refinements.Admin console 5Billing and credits 5Journey generation and VoC engine 6Journey canvas 5Internationalisation 3Onboarding and guided tours 3Jul 202631 July 2026This month focused on making the app feel faster with skeleton loading and progressive rendering, a consistent scrollbar treatment across the site, deeper journey engine logic, and new admin pages for feedback mining and benchmarking.Loading and rendering 5Journey canvas and navigation 6Journey engine 3Dashboard and metrics 5Admin console 6Other improvements 1Jun 202627 June 2026This month's work centred on a full admin console redesign, a more reliable generation engine with budget-aware retries, and journey-specific ritual and phase suggestions replacing generic ones.Admin console 6Generation engine 7Rituals, behavioural and journey generation 6Journey canvas and scoring 6Next best action and support tools 4Accounts and collaboration 4May 202631 May 2026This month we replaced ad-hoc AI generation with a unified René Engine, moved generation and translation onto a background job queue, and fixed a long list of workspace ownership, billing, and scoring issues.Generation engine 6Translation and canvas 4Scoring 4Workspace and billing 6Navigation and UI 5Apr 202630 April 2026A large month of work: new Rituals and Behavioral tabs, a rebuilt Voice of Customer plan canvas, an intent taxonomy for touchpoints, a rebuilt credits and billing system, and a big push on translations across the app.Journey modelling 6고객의 소리 4Generation engine 6Billing and credits 6Accounts and authentication 4Localisation and platform 5Mar 202631 March 2026This month brought the Journey Vault and Discover engine online with Gemini-powered generation, launched Voice of Customer with Stage Index and Sentiment Analysis, overhauled admin permissions and finance tools, and rolled out full 12-language internationalisation.Journey Vault and generation engine 6고객의 소리 4Admin, permissions and roadmap 5Internationalisation 4Branding, email and account features 4