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  • WPP Media’s Muralidhar Thyagarajan On AI Moving From Future To Deployment; Flam’s Karthik K Raman On Personalisation At Scale With AI; Anita Kotwani Becomes Zoo Media’s Senior Partner, Growth

WPP Media’s Muralidhar Thyagarajan On AI Moving From Future To Deployment; Flam’s Karthik K Raman On Personalisation At Scale With AI; Anita Kotwani Becomes Zoo Media’s Senior Partner, Growth

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Dear Reader

No need to scroll endlessly - we’ve done the legwork to bring you the juiciest brand moves and marketing mind-benders, all wrapped up in this edition of Scoop.

Today’s edition brings together a sharp look at how AI is moving from buzzword to business reality, how brands are rethinking customer centricity in an increasingly data-rich world, and a leadership move that signals momentum within the agency ecosystem. As conversations shift from experimentation to execution, marketers are being pushed to rethink not just how they use AI, but how they build more meaningful, personalised and scalable brand experiences. Scroll down for more fresh insights.

Here’s your Scoop- fresh, flavourful, and packed with plenty more to discover!

88% resolved. 22% stayed loyal. What went wrong?

That's the AI paradox hiding in your CX stack. Tickets close. Customers leave. And most teams don't see it coming because they're measuring the wrong things.

Efficiency metrics look great on paper. Handle time down. Containment rate up. But customer loyalty? That's a different story — and it's one your current dashboards probably aren't telling you.

Gladly's 2026 Customer Expectations Report surveyed thousands of real consumers to find out exactly where AI-powered service breaks trust, and what separates the platforms that drive retention from the ones that quietly erode it.

If you're architecting the CX stack, this is the data you need to build it right. Not just fast. Not just cheap. Built to last.

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