ASAPP

AI claims in CX: Trust it or trash it? At CCW Las Vegas 2026

Trust or trash the biggest AI customer service claims. Chris Arnold breaks down agentic AI, human-in-the-loop, AI governance, and CX myths.

ISG: Unified, AI-Enabled CXM Platforms Rise

Information Services Group (ISG) published its 2026 Buyers Guides for Customer Experience Management, reporting a shift from fragmented, department-level customer tools toward unified end-to-end CXM platforms that combine contact center, CDP, analytics and marketing automation capabilities. ISG highlights AI as a major driver—powering automation, real-time guidance and predictive decisioning—and recommends enterprises evaluate CXM vendors in the context of AI strategy, orchestration, lifecycle visibility and extensibility. The research assessed 42 providers across five guide categories (including AI-CXM and retail CXM), named Leaders and Overall Leaders (Salesforce ranked top Overall Leader), and identified exemplary and innovative vendors across categories.

ASAPP Launches Purpose-Built AI Agents in CXP

ASAPP announced the launch of a system of purpose-built AI agents within its Customer Experience Platform (CXP) to run enterprise customer service end-to-end. The release introduces five natively integrated agents — Discovery, Developer, Simulation, Insights, and Optimization — designed to simplify agent building, enable continuous self-learning, surface actionable insights from a unified context graph, and stress-test agent behaviour before deployment. ASAPP says the system supports autonomous resolution while preserving governance and accountability for enterprises; deployments reportedly improved deployment timelines, task consistency, first-contact resolution and reduced operational errors. The company notes the offering is patent pending.