New in 2026 — Digital Twin AI provides individualised customer recommendations, pre-building call plans tailored to each Rep's territory and customer base.
The Digital Twin (DT) feature introduces AI-powered call planning into CEX360. Instead of Reps building their call plans from scratch based on segment-level frequency guidance, the Digital Twin AI generates a fully pre-built plan with individualised customer targeting and personalised call frequencies for each Rep.
This page covers all Digital Twin-related features across the planning workflow: how DT recommendations appear in the Master Plan, how Reps refine them in the Adapted Plan, and how Managers review and approve individual changes.
Adapted Plan Overview for a Rep
Adapted Plan from the Manager perspective where they can select each Rep from their team and review individual changes
Digital Twin AI analyses customer data and generates recommendations at the individual customer level. When a new cycle opens, each Rep's Adapted Plan is automatically pre-populated with a complete call plan that includes which customers to target and what call frequency to use for each customer on each channel.
Unlike traditional segment-based planning where all customers in a segment receive the same frequency, DT customers each have their own individualised recommended frequency tailored to their specific profile.
Customers recommended by the Digital Twin are marked with a star icon (✦) next to their name throughout the system. This icon appears in the customer list, the plan table, and the Change Log. It tells users that the AI has prioritised this customer for the Rep's territory in the current cycle.
If a customer appears in both a traditional segment and the Digital Twin, they are treated as a DT customer — Digital Twin takes priority. The customer's frequency will be the individualised DT recommendation, not the segment-level guidance.
In the Master Plan Guidance (Plan Guidance tab), DT customers are displayed as a separate segment called "Digital Twin: Yes".
Manager’s view of the Master Plan Guidance showing the Digital Twin: Yes segment, traditional segments and frequency columns