Global AI-first cloud communications platform Infobip’s 2026 Customer Experience (CX) Maturity Report reveals a widening gap between communications infrastructure investment and CX performance.

With ever-increasing customer expectations, achieving CX maturity is the goal for major global brands. This hinges on how well brands can build experiences on mobile channels. There is a fundamental difference between a simple fraud alert on SMS and a two-way WhatsApp chat that allows customers to act immediately.

While 96% of brands automate customer interactions in some way, few are delivering a seamless experience. Only 58% of brands say their channels are fully in sync, and 60% have centralized storage of customer data. But looking closer, only 27% use an orchestration platform, and 50% of brands say their tools are fully API-ready. This means half of brands struggle with connecting tools and data and many don’t use a unified platform to build truly seamless experiences.

Marketing Technology News: MarTech Interview With Jay H. Lee, Chief Marketing and Growth Officer @ Five9

This fragmentation is stifling AI adoption and optimization and prevents a seamless customer experience. While over half (53%) of brands use agentic AI in their customer journeys, growth is being held back by disconnected data and trust in the technology. Organizations cite user trust (71%), data privacy (64%), and tech stack integration (41%) as the primary barriers to deeper AI deployment.

CX Maturity looks at what brands are automating now, how they are doing it, and the potential that already exists in their tech stack to streamline AI adoption and scale growth.

Ante Pamuković, Chief Revenue Officer at Infobip, commented: “Our CX Maturity report highlights a turning point for global brands this year. The race to adopt agentic AI is well underway, but CX Maturity will be the key differentiator between brands prepared to launch effective AI-powered journeys that last and the ones that will struggle with scaling their adoption. To move from basic automated responses to deep, seamless customer journeys, brands must overcome the dual barriers of fragmented systems and user trust.”

Elka Popova, VP of Connected Work from Frost & Sullivan commented on the state of play in the market: “Agentic AI has redefined the CX landscape with capacity to reason, plan, and implement across workflows. The challenge has now shifted from exploring the technology’s potential to implementing it, requiring enterprises to adapt their systems and build customer trust.”

CX maturity by sector

CX maturity analysis across sectors shows that retail and telecommunications jointly lead in journey automation, both scoring 32/100, while banking follows closely at 30/100. When it comes to sophistication, telecommunications stand out as the most advanced sector with 27/100, slightly ahead of retail (26/100), while banking at 21/100. In terms of system potential, retail and telecommunications again share the top position with 59/100, indicating strong API‑ready infrastructures, while banking records a slightly lower score of 56/100. The findings indicate that all three sectors have substantial room to grow, particularly in the sophistication of their automated interactions.

AI Transcriptions, AI Answering Service, AI Receptionist, AI Insights, and OpenAI Integration for Ooma Office automate call summaries and front-line call handling

Innovations across Professional Archive, Call Recording and Analytics, and Capture enable financial firms to move from reactive review to proactive, intelligence-driven supervision

New onboarding packages and technical services give customers a guided path from integration to production — led by Chief Customer Success Officer Jo-Ann Chiam

Breaking language barriers across organizations and accelerating global business growth

Say Wow, Inc. announced the official launch of its enterprise-focused AI translation and communication platform, “TransGull Enterprise,” on April 24, 2026.

Centered on real-time simultaneous interpretation, TransGull Enterprise integrates video translation and text translation capabilities to enable seamless multilingual communication in global business environments.
Through a unified workspace, organizations can manage teams efficiently, with centralized billing, shared data, and collaborative usage—reducing communication costs and accelerating international expansion.

■ Background

As globalization continues to accelerate, businesses increasingly face multilingual communication needs in their daily operations.
Traditional human translation presents limitations in cost, speed, and scalability, making it difficult to support high-frequency, everyday communication scenarios.

TransGull starts with translation—the most fundamental and universal need—and is building an AI-powered communication layer for global interaction. This approach enables organizations to expand internationally and operate more effectively across language boundaries.

Marketing Technology News: MarTech Interview with Haley Trost, Group Product Marketing Manager @ Braze

■ Product Capabilities

TransGull Enterprise is built around the core need of “communication,” unifying three high-frequency scenarios: meetings, video content, and everyday reading.

In meeting scenarios, the platform leverages real-time speech recognition, large language model translation, and speech synthesis to deliver instant translation and audio playback. It supports major platforms such as Zoom, Google Meet, and Microsoft Teams, and can also be used in offline, face-to-face conversations. Continuous contextual understanding improves translation accuracy throughout ongoing discussions, enabling natural multilingual communication.

For content distribution and internal training, businesses can quickly generate multilingual subtitles from existing video materials and export bilingual subtitle files. This significantly reduces the cost of producing multilingual content for both internal and external use.

In daily work environments, users can simply select text on webpages, documents, or emails to translate instantly—without switching tools—streamlining information access and minimizing workflow disruption.

Marketing Technology News: From Data to Impact: How AI is Transforming Interactive CTV Ads

At the organizational level, TransGull Enterprise provides workspace-based management, allowing teams to collaborate efficiently by sharing translation records and related files.

The platform adopts a flexible, usage-based pricing model with no seat fees, no subscription fees, and no fixed costs. Businesses only pay for what they use, lowering the barrier to adoption.
This model is well suited for small and medium-sized teams to get started without budget pressure, while also enabling large enterprises to run pilot programs and scale based on real-world results.

Additionally, centralized billing and automated invoice generation simplify internal financial management.

■ Future Outlook

TransGull Enterprise will continue to enhance enterprise-grade capabilities, improve translation quality and system reliability, and expand into additional use cases.
The long-term vision is to become a core AI communication infrastructure supporting global business operations.

■ Key Features

· AI-powered simultaneous interpretation (for online meetings and offline communication)
· Video translation (automatic multilingual subtitles with bilingual export support)
· Selection-based translation (instant translation for web pages, documents, and emails)
· Workspace management (multi-user collaboration and shared data)
· Enterprise billing (no seat fees, no subscriptions, pay-as-you-go, automated invoicing)

Mobile-First UC Offering Designed for Shared Devices, Shift-Based Teams, and Multi-Location Retail Operations Launches for the UK at Retail Technology Show 2026

A PR firm specializing in AI companies, startups, robotics, and frontier technology.

PRovoke Media has named The Bulleit Group as one of the 100 Best Agencies in the United States. This ranking evaluates public relations firms across consumer, healthcare, financial communications, public affairs, and technology.

The Bulleit Group is a narrative systems and strategic communications consultancy specializing in communications for artificial intelligence companies, technology startups, robotics platforms, transportation and logistics companies, and venture-backed firms operating in emerging markets.

As coverage of AI, robotics, and emerging technologies expands across outlets like Bloomberg, Forbes, and The Information, the gap between what companies build and how those systems are understood has become more visible. As enterprise adoption accelerates, buyers and investors are placing greater weight on how companies communicate capability, risk, and reliability.

Marketing Technology News: MarTech Interview with Miguel Lopes, CPO @ TrafficGuard

Founded in 2012, The Bulleit Group has established itself as a specialized partner for high-growth and frontier technology companies seeking to shape market perception, improve media visibility, and increase discoverability across AI platforms.

In 2024, the firm restructured its operating model to focus on lean, senior-led teams supported by AI systems for message testing, trend analysis, and content development. This approach enables faster execution and more precise narrative control, while maintaining a direct connection between communications strategy and business outcomes.

“We believe communications is becoming a system, not a series of campaigns,” said Kyle Arteaga, Founder and CEO of The Bulleit Group. “It is no longer only about media coverage. Companies need to be understood, surfaced, and recommended by human and AI systems. That requires a new model.”

Marketing Technology News: Is the Traditional CDP Already Out of Date?

Selected outcomes across AI, robotics, and startup communications:

• Fauna Robotics launched its humanoid platform and was acquired by Amazon within two months
• Civitai reduced negative sentiment by 94% while expanding its creator base to more than six million users
• LVK Logistics achieved national industry visibility within 50 days of launch
• Multiple Bulleit Group clients were acquired by Amazon and Meta during active engagements with the firm

These outcomes reflect communications challenges where the category itself is still being defined, requiring precision in how companies are understood by media, investors, and the public.

Where The Bulleit Group is typically engaged:

This includes company launches, funding announcements, acquisitions, and periods of heightened regulatory or public scrutiny, where narrative clarity directly impacts business outcomes.

How the firm operates:

The Bulleit Group has developed proprietary frameworks, including its AI Risk/Reward Ladder and Visibility Flywheel, designed to align communications with technical reality, manage downside risk, and systematically improve discoverability across media, search, and AI-driven platforms.

Who The Bulleit Group works with:

The Bulleit Group works with venture-backed startups, growth-stage companies, serial founders, and venture capital firms across artificial intelligence, robotics, aerospace, transportation and logistics, fintech, and developer tools.

Current clients include Cylake and Impulse Space. Past clients include Google, LinkedIn, Airbus, Bloomberg Beta, P&G Studio, Zoox, Flexport, Veo Robotics, and CTRL-labs.

Companies typically engage The Bulleit Group after early traction creates pressure to communicate more precisely with enterprise buyers, regulators, and investors, or after working with larger agencies that lack technical depth in emerging technology categories.

PRovoke Media will select 20 agencies from the Top 100 list as finalists for Agency of the Year at the North American SABRE Awards on May 5.

“This recognition reflects the clients and partners building alongside us,” Arteaga added. “We are focused on what comes next.”

Until now, enterprise buyers evaluating communications technology have faced a fragmented analyst landscape, with CPaaS, UCaaS, and CCaaS assessed separately, as though buying decisions happened in silos. The IDC MarketScape: Worldwide Communications Engagement Platforms 2026 is the first evaluation to reflect how enterprises actually buy, assessing vendors across the full converged stack in a single framework. For CIOs, CX leaders and contact center decision-makers, that means a clearer and more complete view of which vendors can deliver across the entire engagement lifecycle — not just one layer of it.

We believe being named a Leader in this inaugural edition carries particular weight: it helps define the benchmark before the category matures and signals to buyers that Sinch was evaluated and against the market’s broadest definition from day one.

Marketing Technology News: MarTech Interview with Miguel Lopes, CPO @ TrafficGuard

“Sinch has a broad and deep portfolio of cloud communications services for both business and service provider platforms,” said Denise Lund, Research Vice President WW Telecom and Unified Communications, IDC IDC. “A key differentiator is Sinch’s AI-native orchestration layer, which enables context-aware, compliant and outcome-driven customer interactions across messaging, voice, and email. Combined with deep carrier relationships, global compliance expertise, and decades of experience operating at scale, Sinch provides the trusted foundation enterprises rely on when security and reliability are non-negotiable.”

According to the report, “A key differentiator is Sinch’s AI-native orchestration layer that enables context-aware, compliant, and outcome-driven customer interactions across messaging, voice, and email. Its comprehensive portfolio addresses the needs of distinctive business sizes and user groups, ranging from an advanced API suite for developers to specific use cases such as marketing campaigns, customer updates, identity and verification, and customer service. Its sweet spot is in the midmarket and large enterprise segment across a variety of verticals, with a differentiated services stack for the telco segment.”

“Customer engagement is becoming more connected, intelligent and global,” said Laurinda Pang, CEO of Sinch. “The convergence of conversational messaging, voice and AI is not a trend — it is a restructuring of how enterprises engage with customers. We believe being recognized as a Leader in the inaugural evaluation of this combined landscape validates that Sinch is the infrastructure this shift runs on.”

Marketing Technology News: Disrupt or Be Disrupted: The AI Wake-Up Call for B2B Marketers

Sinch’s communications engagement platform includes:

• a Conversation API unifying more than 14 messaging channels with orchestration and intelligent routing,
  
  
• a global email platform delivering high deliverability at enterprise scale,
  
  
• a carrier-grade voice network supporting programmable voice and AI-driven voice experiences, and
  
  
• a unified Verification API enabling secure authentication and fraud prevention.

Together, these capabilities form a trusted infrastructure layer that allows enterprises — and the AI agents working alongside them — to engage with customers with intelligence, reliability and global reach.

This recognition builds on Sinch’s continued analyst momentum. In 2025, Sinch was also named a Leader in the IDC MarketScape: Worldwide Communications Platform-as-a-Service (CPaaS) Vendor Assessment (doc #US52039625, February 2025), marking the third time in recent years that the company has achieved this distinction.

Sinch powers communications for more than 200,000 businesses worldwide, enabling hundreds of billions of interactions each year across messaging, voice and email. The company connects enterprises with customers in more than 190 countries through more than 600 direct carrier connections.

Innovative platform amplifies Highwire’s expert counsel, turning complexity into competitive advantage