The Webex Contact Center: 5 Capabilities You Won't Find Elsewhere
CX Today's Charlie Mitchell hosts Shelly Kramer, President & CEO at Kramer & Company , to deep dive on the Webex Contact Center. Cisco's cloud contact cent...
Charlie Mitchell · 8 Jan 2026
The Top Contact Center Challenges by Industry and How to Solve Them
High attrition, siloed knowledge, ever-increasing customer expectations… contact centers face many of the same challenges they have for decades. Yet, they ar...
Charlie Mitchell · 28 Oct 2025
Where Does Customer Journey Mapping Go Wrong?
To dig into the challenges and opportunities of customer journey mapping, Charlie is joined by: Katie Stabler, Founder of CULTIVATE Customer Experience by De...
Charlie Mitchell · 27 Oct 2025
IT Now Calls the Contact Center AI Buying Shots: So What?
Joining Charlie for this conversation are two leading experts: Wayne Butterfield, Partner for AI, Automation & Contact Center Transformation at ISG Christoph...
Charlie Mitchell · 22 Oct 2025
Public Sector Contact Centers: The Current State of Play
CX Today's Charlie Mitchell talks with Mitel's Paul Hughes and Nick Hanna about the real challenges and opportunities facing public sector contact centers.
Charlie Mitchell · 22 Oct 2025
Contact Center Economics in the Age of Voice AI: An Inside Look
Voice systems that sound too robotic, IVR structures that are too rigid, doom loops that offer no way out… almost every consumer can relate. Yet, the needle ...
Charlie Mitchell · 20 Oct 2025
A Game Plan to Improve Contact Center Agent Empowerment
Human contact center agents aren’t going anywhere any time soon. In fact, Gartner predicts that by 2027, half of all businesses will abandon plans to shrink ...
Charlie Mitchell · 20 Oct 2025
Should I Let AI Run My Outbound Contact Center Strategy?
Explore how Customer Service - Contact Center - Strategy - Artificial Intelligence - Agent can drive proactive and personalized engagement.
Charlie Mitchell · 17 Oct 2025
The Latest on ServiceNow AI Experience, Qualtrics' $6.75MN PG Forsta Acquisition, & More
This month’s lineup includes: Zeus Kerravala, Principal Analyst at ZK Research Liz Miller, VP & Principal Analyst at Constellation Research Rebecca Wettemann...
Charlie Mitchell · 15 Oct 2025
Sprinklr Takes on CCaaS Giants with a Broader Platform Strategy
Here’s the best-kept secret in cloud contact center technology: it has become largely commoditized. Of course, some can offer a better voice platform, data s...
Charlie Mitchell · 15 Oct 2025
The Most Valuable AI in the Contact Center Is a Copilot, Not a Replacement
Sam Altman, CEO of OpenAI, has made several quips around the future of customer service. First, he predicted human customer support will be “totally, totally...
Charlie Mitchell · 13 Oct 2025
Analyzing the Gartner Magic Quadrant for CCaaS 2025
CX Today's Charlie Mitchell hosts analysts Zeus Kerravala and Liz Miller to unpack the surprises and missing visionaries in Gartner's 2025 CCaaS Magic Quadrant.
Charlie Mitchell · 6 Oct 2025
Customers Shouldn’t Have to Fight for Help. Here's a Better Approach
Prepping for a customer support conversation can sometimes feel like gearing up for a battle. A friend or family member may even feel they need to offer coac...
Charlie Mitchell · 6 Oct 2025
The New Considerations for Contact Center Security & Compliance
GDPR, HIPAA, PCI-DSS… meeting such compliance requirements remains paramount when introducing new contact center innovations. So, contact center and IT leade...
Charlie Mitchell · 2 Oct 2025
Why Omni-Data Is More Than Just the Next Contact Center Buzzword
Just a few years ago, a contact center awards program ran a PCI compliance category. Sean Taylor, CEO of Content Guru, was a judge and, as part of the evalua...
Charlie Mitchell · 1 Oct 2025
Faster Innovation Demands Smarter Contact Centers
Contact centers find themselves at the intersection of a major hype cycle around AI. Many have invested heavily in AI or secured funding to do so, but have s...
Charlie Mitchell · 25 Sept 2025
Deflection Is NOT a Contact Center AI Strategy. This Is
CX Today’s Charlie Mitchell hosts Matt Clare, VP of Product Marketing at UJET. The duo explores changing contact center metrics, AI, and orchestration, discu...
Charlie Mitchell · 24 Sept 2025
Where Should My Contact Center Invest In AI? This Test Will Tell You
CX Today’s Charlie Mitchell welcomes Wajih Kazmi, Senior Product Marketing Manager at RingCentral , to discuss the company's new AI Maturity Assessment. The ...
Charlie Mitchell · 22 Sept 2025
The Latest BIG News from Zoom, Genesys, ServiceNow, and Zendesk
From more big event coverage to the sunsetting of a widely-deployed CRM solution, here are extracts from some of this week’s most popular news stories. Zoomt...
Charlie Mitchell · 19 Sept 2025
Is My Contact Center AI Investment Futureproof?
In AI, 12 months is a lifetime. While laptops and smartphones may last a few years, today’s AI models go stale much sooner. That’s a big problem for brands b...
Charlie Mitchell · 17 Sept 2025
3 Times Customer Chatbots Went Rogue (and the Lessons We Need to Learn)
By 2027, conversational AI is expected to handle 70 percent of customer service interactions, up from about 50 percent today, according to Gartner. The drive...
Charlie Mitchell · 17 Sept 2025
ServiceNow Teams Up with Five9 to Drop Another Unified CRM-CCaaS Offering
ServiceNow and Five9 announced that their unified CCaaS-CRM offering is now generally available. As teased in November, the “Five9 Fusion for ServiceNow” sol...
Charlie Mitchell · 16 Sept 2025
Workday Rising 2025: The Top 5 Announcements
Enterprise tech solutions don't fit neatly into silos anymore. With system convergence and AI agents, that's all changed. Indeed, workflows are expanding bey...
Charlie Mitchell · 16 Sept 2025
Genesys and Zoom Quietly Push Customer Service and ITSM Closer Together
Over the past year, Genesys and Zoom have launched tight integrations with ServiceNow Customer Service Management (CSM), the widely utilized customer support...
Charlie Mitchell · 15 Sept 2025The Latest BIG News from Salesforce, Genesys, ServiceNow, & RingCentral
From prominent customer experience providers entering new markets to more agentic AI advancements, here are extracts from some of this week’s most popular ne...
Charlie Mitchell · 12 Sept 2025
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2025: The Rundown
The Magic Quadrant for CCaaS is back, and once again, NiCE and Genesys lead the way. AWS, Five9, and Talkdesk join them in the Leader square, with the latter...
Charlie Mitchell · 10 Sept 2025
ServiceNow Debuts Agentic Playbooks to “Set a New Standard” for Workflow Automation
ServiceNow has rolled out its Zurich release, expanding its platform with several "breakthrough" innovations. Agentic Playbooks is one of those innovations. ...
Charlie Mitchell · 10 Sept 2025
SoundHound AI Acquires Interactions for $60MN, Converges the Conversational AI Space
;SoundHound AI has swooped for Interactions, a rival developing conversational AI solutions for customer support. The $60MN deal follows its $80MN acquisitio...
Charlie Mitchell · 9 Sept 2025
Genesys Deepens Its ServiceNow Partnership, Releases New Agentic AI & Orchestration Capabilities
Genesys has announced an expanded partnership with ServiceNow at its Xperience 2025 event. The event also set the stage for the release of new agentic AI cap...
Charlie Mitchell · 9 Sept 2025
Why Legacy CCaaS Pricing Is Broken and What’s Next
Seat-based pricing has long been the standard for contact centers, and before the rise of AI, it worked well. Service teams had a fixed number of agents, and...
Charlie Mitchell · 9 Sept 2025
Krisp Asks Court to Toss Sanas Claims, Launches Countersuit
Krisp Technologies has asked a court to throw out "key claims" in a lawsuit filed by rival Sanas. Sanas filed the lawsuit in July 2025, claiming "theft of in...
Charlie Mitchell · 8 Sept 2025
RingCentral Acquires CommunityWFM, Boosts Its Contact Center Platform
RingCentral has snapped up CommunityWFM, the workforce management (WFM) tech provider. The move aims to bolster RingCentral's cloud contact center solution: ...
Charlie Mitchell · 8 Sept 2025
5 Initiatives to Improve Digital Customer Experiences from Molton Brown
With a 50+ year history, Molton Brown has moved with the times to stay at the forefront of the personal care and beauty industries. Now, as part of the Kao C...
Charlie Mitchell · 5 Sept 2025
Who Leads the CCaaS Space in 2025?
CX Today's Charlie Mitchell and analyst Zeus Kerravala break down who's leading the CCaaS market in 2025, and who's falling behind.
Charlie Mitchell · 4 Sept 2025
Salesforce CEO Pressed on Cutting 4,000 Customer Support Reps
Marc Benioff, CEO of Salesforce , has responded to the media frenzy surrounding his company’s decision to shrink its customer support team. That frenzy ensue...
Charlie Mitchell · 4 Sept 2025
The SalesLoft Drift Chatbot Is Set to Go Offline After Customers Suffer Big Breaches
SalesLoft will temporarily shut down its Drift chatbot 'in the very near future' following security breaches affecting several customers. These customers inc...
Charlie Mitchell · 3 Sept 2025
HubSpot INBOUND 2025: The Top 10 Announcements
HubSpot is a tech provider that has done an excellent job of establishing a customer community and acting on feedback from it. In doing so, it has honed in o...
Charlie Mitchell · 3 Sept 2025
The Latest on Thoma Bravo Rolling Up Verint, Salesforce's Acquisition Streak, & More
CX Today's Charlie Mitchell hosts a panel discussing trending news from across the customer experience space. Five prominent CX analysts join the panel to ru...
Charlie Mitchell · 3 Sept 2025
How to Choose the Best CCaaS Provider in 2025
CX Today explains why choosing a CCaaS provider on hype and headline features falls short, and what questions actually reveal the right fit in 2025.
Charlie Mitchell · 3 Sept 2025
The Proposed US Bill to Mandate Human Customer Support: Everything That’s Wrong With It
In July, two US senators proposed the "Keep Call Centers in America Act of 2025". If it passes, the bill would serve two primary purposes: Ensure customers a...
Charlie Mitchell · 2 Sept 2025
Salesforce to Enter the ITSM Market at Dreamforce 2025 & Challenge ServiceNow
Marc Benioff, CEO of Salesforce , has revealed that his company will enter the IT service management (ITSM) at Dreamforce 2025. Speaking on The Logan Bartlet...
Charlie Mitchell · 1 Sept 2025
OpenAI’s Latest Moves Put Many Voice AI Startups on Notice
OpenAI has released its "most advanced speech-to-speech model yet": gpt-realtime. The AI giant also took the wraps off its Realtime API, now generally availa...
Charlie Mitchell · 1 Sept 2025
Customer Experience BPOs: Trends, Predictions, & Providers
BPOs are under pressure. That’s the narrative swirling the CX space over the past 12 months. For many, generative and agentic AI technologies pose a signific...
Charlie Mitchell · 29 Aug 2025
Content Guru on Its Cloud Contact Center Differentiators, Wins, & Vision (Big Update)
Watch on YouTube. CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider. And who better to ...
Charlie Mitchell · 29 Aug 2025
Avaya Offers All Its Staff Voluntary Exit Packages, Sources
Avaya has offered "everyone at the company" a voluntary exit package, a person familiar with the matter told CX Today. The source revealed that Avaya hopes t...
Charlie Mitchell · 27 Aug 2025
The Contact Center of Tomorrow Starts With Data
CX Today explores why the next leap for contact centers isn't more agentic AI use cases, but the data and context strategy with Content Guru that makes them work.
Charlie Mitchell · 27 Aug 2025
6 Helpful Tools to Build AI Agents That Actually Work
CX Today and Cognigy share six essential tools for building AI agents that actually understand customer intent instead of adding friction and frustration.
Charlie Mitchell · 26 Aug 2025
Salesforce Releases Two Industry-Specific Agentforce Offerings in Three Days
Salesforce launched two industry-specific Agentforce offerings in three days last week. First came Agentforce for Public Sector, swiftly followed by Agentfor...
Charlie Mitchell · 25 Aug 2025
Verint Confirms $2BN Takeover by Thoma Bravo, Set to Merge with Calabrio
This article was first published following rumors that the acquisition was close. CX Today has now updated it to reflect that the deal has been formally agre...
Charlie Mitchell · 25 Aug 2025
Zoom Is Winning Contact Center Market Share Because Others Are Failing
Zoom’s earnings grew at their fastest rate in almost three years last quarter. Indeed, its Q2 revenues rose 4.7 percent year-over-year (YoY) to $1.217BN. A k...
Charlie Mitchell · 25 Aug 2025
ServiceNow on a Possible Expansion Into Marketing CRMs & Its Big Genesys Investment
ServiceNow announced its Unified CRM platform during its Knowledge 2025 event in May. The platform has three compelling differentiators. First, it’s the only...
Charlie Mitchell · 21 Aug 2025
The Women in CX UnConferences Return in Fall 2025
Forget PowerPoint decks, stiff conference halls, and lukewarm coffee. Women in CX UnConferences offer something different. Designed as intimate, practitioner...
Charlie Mitchell · 20 Aug 2025
Microsoft Steps Toward “Fully Autonomous Contact Centers” with a New-Look AI Agent
Microsoft has announced its new-look Customer Intent Agent in a move it describes as "accelerating the journey toward fully autonomous contact centers." The ...
Charlie Mitchell · 20 Aug 2025
Gartner Magic Quadrant for Conversational AI Platforms 2025: The Rundown
Gartner has dropped its first Magic Quadrant study into the Conversational AI space in over two years. The report, previously known as the "Gartner Magic Qua...
Charlie Mitchell · 19 Aug 2025
A Customer Service AI Agent Spits Out Complete Salesforce Records in an Attack by Security Researchers
Microsoft has published many examples of how businesses can build AI agents in Copilot Studio to automate multi-step tasks, without a human in the loop. One ...
Charlie Mitchell · 18 Aug 2025
What Is Pulse 360? An Introduction to the Cyara CX Assurance Engine
Watch on YouTube CX Today’s Charlie Mitchell welcomes Janet Vito, SVP of Marketing at Cyara . The pair explore Pulse 360, Cyara’s CX Assurance engine that pr...
Charlie Mitchell · 18 Aug 2025
Zoom Expands the Scope of AI in Customer Service with a New Virtual Agent Use Case
Zoom has integrated its Virtual Agent with Zoom Phone, helping businesses connect callers directly with the department that can solve their issue. Often, que...
Charlie Mitchell · 18 Aug 2025
AWS & Google Have Left the Voice Biometrics Market, Microsoft Is Retreating: Why?
In May 2025, AWS announced it would end support for its voice biometrics solution: Voice ID. Two months later, Google removed all references to Speaker ID fr...
Charlie Mitchell · 14 Aug 2025
The Opus Research Conversational AI / Self-Service Intelliview 2025: Top Takeaways
The Opus Research Intelliview is a coveted market report that informs enterprise conversational AI / self-service buying decisions. Like similar market studi...
Charlie Mitchell · 13 Aug 2025
The Hidden Downsides of Contact Center Agent-Assist Technology
Over 50 percent of customer experience leaders have prioritized investments in real-time agent-assist technology, according to a 2025 CMP Research study. In ...
Charlie Mitchell · 13 Aug 2025