Fuse / The customer engagement magazine
Explore the latestWhat's changing in customer engagement, why it matters to your team, and what to do next.
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Selected by Fuse.
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Strategy / Technology / Customer value
Ai And Agents / 21 Sept 2026
AI agents are starting to mediate discovery, comparison and purchase decisions. CRM may soon need to serve two audiences: the customer and the software acting for them.
Ai And Agents / 21 Sept 2026
AI is moving campaign execution into the system. The CRM role is shifting towards designing the rules, data, components, agents and feedback loops that govern customer engagement.
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.
