About CX Today
Written by humans who take the industry seriously, and themselves slightly less so.
CX Today is a customer experience technology publication: independent journalism, market intelligence and practical guidance for the people building better customer experiences. We are a newsroom of technology journalists, an editor who owns the corrections, and a founder who still reads them.
“Customer experience technology is everything an organization uses to serve, understand, and keep its customers: the contact center and the channels around it, the CRM and the data behind it, the AI and automation increasingly doing the work, the agents and the tools that support them, and the platforms that manage, measure, and protect it all.”
CX was once treated largely as a contact center discipline. That world has changed. CRM, customer data, automation, analytics, workforce management, digital channels, trust and privacy, and increasingly agentic AI have converged around one enormous business challenge — how do you create better customer experiences at scale — and our beats are drawn to cover all of it.
We value our editorial and commercial relationships equally, and keep them separate. Sponsored work says so, plainly, every time.
Intelligence tools assist; people author. Every byline is a person who will answer for the piece.
You're making real decisions on what we publish, so we check before we quote — and if we get it wrong, the correction carries a name, not a quiet edit buried on a Friday.
We do not just publish at the industry. Polls, field takes, and questions flow back in, and we listen.
Techtelligence is the signal layer under this newsroom. Most technology coverage is reactive by design: a vendor announces, a headline follows. Techtelligence watches where the market is going before those announcements arrive, so the journalism here starts ahead of the story, not behind it.
It never writes the story. It points reporters at what is forming — which narratives are building, which signals are early, which claims deserve a harder look — before the press releases land. That's what lets a small editorial team deliver expert market analysis grounded in real data rather than vendor talking points: when we say adoption of a technology is accelerating, or that the industry's narrative has gotten ahead of what enterprises are actually doing, we can show our working.
And it's available to everyone who reads us, at no cost. We don't think trusted market intelligence should sit behind a paywall only the largest enterprises can afford — every output is labeled, signal-powered, expert-validated, and the methodology is in the open.
Rob Scott entered the communications industry at 19, built businesses in the sector, and sold his telecom company in 2016 — an experience that gave him technology media from both sides of the table: as someone trying to understand a fast-changing market, and as a vendor trying to reach the people making buying decisions. He thought the industry could do better. There was no shortage of technology content; the problem was finding coverage that actually helped people understand what mattered, why it mattered, and what to pay attention to next.
That instinct built UC Today first — from a small online editorial into one of the most trusted names in unified communications journalism. As that audience grew, a related question kept surfacing: not just how organizations communicate, but how they make every customer interaction actually good. That question deserved its own newsroom, built on the same rules set from day one: editorial and commercial relationships both matter, and each stays in its own lane; every byline is a person who will answer for the piece; and if a reader knows more than we do, which is often, we ask them.
CX Today has since grown into the largest part of Today Digital, serving a global audience of technology buyers, practitioners, vendors, and industry leaders — a growth that included bringing MyCustomer, a respected CX community with nearly 15 years of its own history, under the same roof. Rob still writes across the network, hosts Binary to Billions — a podcast about the real stories behind tech founders — and still reads every correction.
“Our audience gave us their attention long before anyone gave us a penny. Everything we publish has to be worth that trade, every day.”
Supported by an amazing team across the wider Today Digital group.
The people who read, rate, vote, and question — the reason everything else on this page exists. Every story ends with an invitation to engage, every contribution is checked before it is quoted, and if a reader knows more than we do, which is often, we ask them. Conversation over consumption, always.
Verified practitioners whose field takes and expertise sharpen the coverage. Their contributions are checked before we quote them, and the newsroom gives credit on the record — never by algorithm or leaderboard.
Our annual recognition of the vendors, projects, and people doing the best work in customer experience technology. Judged on evidence, entered in the open, and entirely separate from any commercial relationship with us.
The brands we work with commercially, and the industry events we partner on, fund the journalism, and we value those relationships as highly as our editorial ones. One rule keeps both healthy: the newsroom writes the story, and sponsored work says so, plainly, every time.
Good journalism is no use if it's hard to read. The whole site works with a keyboard. Light and dark modes both meet contrast standards. Text comes in adjustable sizes. Animation respects your device's reduced-motion setting. Every image carries a description. And if something gets in your way, file it at the news desk and we'll fix it. That's the commitment.