Smart Communications has released its 2026 Customer Experience Benchmark report, surveying more than 4,000 global consumers across the finance, insurance, healthcare, and government sectors. The research exposes a widening divide between corporate AI investments and consumer trust, alongside the devastating consequences of subpar customer communications. Key Insights: The initial wave of AI optimism is flattening ...

Databricks has introduced CustomerLake, an agentic Customer Data Platform (CDP) designed to provide marketing and data teams with automated agents that analyse behaviour, make decisions, and execute actions. The platform aims to deliver automated, personalised customer experiences at scale. CustomerLake operates natively within the Databricks environment, integrating customer data, AI models, and agents. Built on ...