Fuse / The customer engagement magazine
Explore the latestIdeas, insight and developments shaping customer engagement. From the industry to the work.
The reading list
Selected by Fuse.
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Strategy / Technology / Customer value
Market Intelligence / 12 Sept 2026
Braze and Klaviyo delivered strong growth and were punished. Snowflake and Salesforce were rewarded. The difference may tell us more about the next era of customer technology than any AI product launch.
Braze Ecosystem / 10 Sept 2026
Braze has announced two updates for 21 September 2026: clearer abort logging and sending support for certain ‘Users with no apps’ segments. Braze says no action is required.
Loyalty / 8 Sept 2026
Loyalty programmes were designed to persuade people. The next generation also needs to be legible to the agents acting for them, without reducing belonging to a discount API.
Ai And Agents / 7 Sept 2026
AI layers are starting to summarise, prioritise and act before a customer reaches the message. CRM teams need to design for human attention and machine interpretation at the same time.
Braze Ecosystem / 6 Sept 2026
Agents that can build journeys, query catalogues and QA campaigns are moving CRM from assistance towards execution. The hard problem is no longer generation. It is governed authority.
Retail Media / 5 Sept 2026
AI-assisted product discovery is rising. If an agent becomes the shopper’s research layer, product data, trust and customer value become part of the media surface.
Customer Growth / 4 Sept 2026
Most marketing teams do not have an idea shortage. They have a handoff problem. AI makes content faster, but the value only compounds when the path from decision to live experience is redesigned.
