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CX News
Industry news filtered for what actually matters in customer experience, behavioral science and the business of serving people — rewritten, synthesised, and free of the noise.
Retail
Retailers curb shadow AI but lose sight of agentic AI risks
Retailers have reined in unsanctioned shadow AI use, but Netskope research shows oversight of approved autonomous AI agents acting on payment and customer data is falling behind their rapid rollout.
4 Oct 2026 · 2 min read · 2 sources
Retail
AI Shopping Recommendations Erode Shopper Trust, Survey Finds
A new survey finds many shoppers regret purchases made on AI-generated recommendations, exposing a widening trust gap in AI-assisted retail experiences.
4 Oct 2026 · 2 min read
Retail
iQor's Insights iQ: 1.4M Calls Analysed, But Impact Unproven
iQor's case study on its Insights iQ platform cites 1.4 million calls analysed, but does not clearly isolate the tool's contribution from other concurrent operational changes.
2 Oct 2026 · 2 min read
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