CX Leaders Connect Signals for Better Decision-Making
The customer experience (CX) landscape is evolving rapidly, with pressure mounting on organizations to create a connected and decision-ready view of the customer. CX leaders are now connecting behavioral signals, feedback, operational data, research, and user-generated content into a broader intelligence layer to gain a competitive edge.
CX Today spoke with Jochem van der Veer, CEO of TheyDo, who noted that enterprises have good AI models but struggle with decision-making. He emphasized the importance of connecting the right signals and making recommendations explainable, rather than relying solely on AI.
Recent acquisitions and launches in the CX space reflect this trend. Salesforce has acquired Listen Labs, a startup that reimagines customer experience, market research, and customer simulation using AI agents. This acquisition enables faster customer discovery for Salesforce, feeding directly into every customer journey decision point.