CX Tech · cxtech.blog
Decoding the future of Customer Experience
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AI can find your brand. Can it see why customers should choose you?
Personal Agent Protocol promises better connections between businesses and customers' AI assistants. Our experiments with Muse and Tasks in Gemini reveal the work still needed to get the full offer across.
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The Customer Journey Without the Customer
What do B2C businesses need to rethink as customers hand more of their journey to Personal AI?
The Agent-in-the-Middle: Your Customer's AI is Reading Your Messages Before They Do
Intermediated CX - The era of the Agent-in-the-Middle.
Your brand has one thread. Your customer has three problems.
RCS has a Positioning Problem: Making the Business Case for Modern Messaging
Why a powerful channel can't find its rung — and what CX teams should do about it in 2026?
WhatsApp Usernames and BSUIDs (Part 2): The New Marketing and Consent Risks
