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<rss xmlns:content="http://purl.org/rss/1.0/modules/content/" xmlns:wfw="http://wellformedweb.org/CommentAPI/" xmlns:dc="http://purl.org/dc/elements/1.1/" xmlns:atom="http://www.w3.org/2005/Atom" xmlns:sy="http://purl.org/rss/1.0/modules/syndication/" xmlns:slash="http://purl.org/rss/1.0/modules/slash/" version="2.0"><channel><title>CRM and customer experience – diginomica</title><atom:link href="https://diginomica.com/category/crm-customer-experience/feed" rel="self" type="application/rss+xml"/><link>https://diginomica.com</link><description>business insights for the enterprise undergoing digital transformation</description><language>en-US</language><lastBuildDate>Sun, 26 Apr 2026 04:07:37 -0700</lastBuildDate><sy:updatePeriod>hourly</sy:updatePeriod><sy:updateFrequency>1</sy:updateFrequency><item><title><![CDATA[The long and short of IT - the week in digibytes]]></title><link>https://diginomica.com/long-and-short-week-digibytes</link><description>News items from this week that didn't make the cut for full analysis, but deserve an airing. This week, Apple's new CEO hasn't fallen far from the tree, Anthropic-centered war and peace noises from the winner of the FIFA Peace Prize, and AI is tracking Meta employees at work - surely not!!!</description><pubDate>Fri, 24 Apr 2026 03:22:17 -0700</pubDate><dc:creator><![CDATA[Stuart Lauchlan]]></dc:creator><category><![CDATA[Agentic AI]]></category><category><![CDATA[Generative AI and LLMs]]></category><category><![CDATA[Future of work]]></category><category><![CDATA[Governing identity privacy and security]]></category><category><![CDATA[Ethics]]></category><category><![CDATA[Regulation]]></category><category><![CDATA[CRM and customer experience]]></category><category><![CDATA[Government]]></category><category><![CDATA[Audio]]></category><guid isPermaLink="false">30396 at https://diginomica.com</guid></item><item><title><![CDATA[AI agents won’t kill shopping – but agentic commerce could make most of it redundant]]></title><link>https://diginomica.com/ai-agents-kill-shopping-agentic-commerce-make-redundant</link><description>A conversation with the co-CEOs of marketing automation company Klaviyo suggests that, as agents take over the work of finding and evaluating products, much of what we know as ‘shopping’ may simply disappear.</description><pubDate>Thu, 23 Apr 2026 04:22:43 -0700</pubDate><dc:creator><![CDATA[Ian Thomas]]></dc:creator><category><![CDATA[Agentic AI]]></category><category><![CDATA[AI adoption]]></category><category><![CDATA[Retail e-commerce and the omni-channel]]></category><category><![CDATA[CRM and customer experience]]></category><category><![CDATA[Audio]]></category><guid isPermaLink="false">30388 at https://diginomica.com</guid></item><item><title><![CDATA[Why Service AI keeps failing - and how to fix it]]></title><link>https://diginomica.com/why-service-ai-keeps-failing-and-how-fix-it</link><description>AI needs enterprise context to work well. Atlassian’s Shamik Sharma explains the structural fix most companies are missing when deploying AI to service teams. 

</description><pubDate>Thu, 23 Apr 2026 01:53:40 -0700</pubDate><dc:creator><![CDATA[Shamik  Sharma]]></dc:creator><category><![CDATA[AI adoption]]></category><category><![CDATA[Collaboration sharing and digital productivity]]></category><category><![CDATA[CRM and customer experience]]></category><category><![CDATA[Customer service management]]></category><category><![CDATA[Audio]]></category><guid isPermaLink="false">30381 at https://diginomica.com</guid></item><item><title><![CDATA[Adobe Summit 2026 - Adobe gives CX an agentic makeover with the launch of CX Enterprise]]></title><link>https://diginomica.com/adobe-summit-2026-adobe-gives-cx-agentic-makeover-launch-cx-enterprise</link><description>Adobe Summit opens today with the launch of CX Enterprise and a new package of end-to-end agentic automations enabled by a multi-purpose co-worker agent.  </description><pubDate>Mon, 20 Apr 2026 06:40:34 -0700</pubDate><dc:creator><![CDATA[Phil Wainewright]]></dc:creator><category><![CDATA[Agentic AI]]></category><category><![CDATA[Collaboration sharing and digital productivity]]></category><category><![CDATA[CRM and customer experience]]></category><category><![CDATA[Digital and content marketing]]></category><category><![CDATA[Audio]]></category><guid isPermaLink="false">30366 at https://diginomica.com</guid></item><item><title><![CDATA[AI and grocery - US giant Albertsons gets personal in its digital intent]]></title><link>https://diginomica.com/ai-and-grocery-us-giant-albertsons-gets-personal-its-digital-intent</link><description>US grocery player Albertsons is tapping into AI, personalization, and loyalty to thrive in a competitively intense market sector. </description><pubDate>Thu, 16 Apr 2026 01:00:01 -0700</pubDate><dc:creator><![CDATA[Stuart Lauchlan]]></dc:creator><category><![CDATA[Agentic AI]]></category><category><![CDATA[Retail e-commerce and the omni-channel]]></category><category><![CDATA[CRM and customer experience]]></category><guid isPermaLink="false">30347 at https://diginomica.com</guid></item><item><title><![CDATA[Salesforce TDX 2026  – why Salesforce’s Headless 360 announcement at TDX is really about operating model transformation]]></title><link>https://diginomica.com/salesforce-tdx-2026-why-salesforces-headless-360-announcement-tdx-really-about-operating-model</link><description>All together now - off with their heads!!! Day one of this year's TDX gathering in San Francisco comes to a close. </description><pubDate>Thu, 16 Apr 2026 00:14:57 -0700</pubDate><dc:creator><![CDATA[Ian Thomas]]></dc:creator><category><![CDATA[Agentic AI]]></category><category><![CDATA[CRM and customer experience]]></category><category><![CDATA[Cloud platforms - infrastructure and architecture]]></category><guid isPermaLink="false">30349 at https://diginomica.com</guid></item><item><title><![CDATA[AI and grocery - a UK perspective from Morrisons, Iceland and Tesco]]></title><link>https://diginomica.com/ai-and-grocery-uk-perspective-morrisons-iceland-and-tesco</link><description>Three UK supermarkets provide updates on their AI thinking. </description><pubDate>Thu, 16 Apr 2026 00:00:02 -0700</pubDate><dc:creator><![CDATA[Stuart Lauchlan]]></dc:creator><category><![CDATA[AI adoption]]></category><category><![CDATA[CRM and customer experience]]></category><category><![CDATA[Retail e-commerce and the omni-channel]]></category><guid isPermaLink="false">30346 at https://diginomica.com</guid></item><item><title><![CDATA[Could a Hellenistic poet and philologist crack the challenge of e-commerce for high-end retail brands? Brunello Cucinelli reckons to have the answer ]]></title><link>https://diginomica.com/could-hellenistic-poet-and-philologist-crack-challenge-e-commerce-high-end-retail-brands-brunello</link><description>The past is prologue it seems and it's just one damn thing after another, as Brunello Cucinelli co-CEO Riccardo Stefanelli points out. </description><pubDate>Tue, 14 Apr 2026 02:55:24 -0700</pubDate><dc:creator><![CDATA[Stuart Lauchlan]]></dc:creator><category><![CDATA[Agentic AI]]></category><category><![CDATA[CRM and customer experience]]></category><category><![CDATA[Retail e-commerce and the omni-channel]]></category><category><![CDATA[Audio]]></category><guid isPermaLink="false">30336 at https://diginomica.com</guid></item><item><title><![CDATA[The long and the short of IT - the week in digibytes]]></title><link>https://diginomica.com/long-and-short-it-week-digibytes-1</link><description>News items from this week that didn't make the cut for full analysis, but deserve an airing. This week, Altman under fire in a searing profile piece, AI's role as 'job killer' gets another boost, and how one retailer is tapping into TikTok Shop. </description><pubDate>Fri, 10 Apr 2026 02:30:02 -0700</pubDate><dc:creator><![CDATA[Stuart Lauchlan]]></dc:creator><category><![CDATA[Agentic AI]]></category><category><![CDATA[Generative AI and LLMs]]></category><category><![CDATA[Retail e-commerce and the omni-channel]]></category><category><![CDATA[Ethics]]></category><category><![CDATA[Regulation]]></category><category><![CDATA[Social]]></category><category><![CDATA[CRM and customer experience]]></category><guid isPermaLink="false">30316 at https://diginomica.com</guid></item><item><title><![CDATA[More carrot, less stick - how pizza delivery informs digital transformation at a 177 year old UK retail brand]]></title><link>https://diginomica.com/more-carrot-less-stick-how-pizza-delivery-expectations-informs-digital-transformation-177-year-old</link><description>Consumer expectations of Boots have changed since 1849. 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