Zendesk Gives Its Resolution Platform a Major Makeover, Rolls Out 30+ New Capabilities
In March, Zendesk announced the next evolution of its platform, relaunching it as the Zendesk Resolution Platform. The relaunch affirmed the CRM giant's new ...
Floyd March · 24 Jul 2025
HMRC Opens Up Bidding for It CRM Mega-Contract, Now Worth $2.7BN
HMRC is inviting proposals for a CRM mega-contract, which it has valued at $2.7BN (£2BN), excluding VAT. The tax authority aims for a relatively speedy procu...
Floyd March · 21 Jul 2025
NiCE, Genesys, & Five9 Have All Released AI Agent Studios, But What Should I Look Out For?
NiCE, Genesys, and Five9 have recently launched AI studios, supporting brands in building AI agents that interact with customers. From the outside, many of t...
Floyd March · 16 Jul 2025
ServiceNow's Internal AI Agents Generate $350M in Added Value, Spark Debate on Future of Jobs
ServiceNow has announced that it has already generated $350 million in value from internal AI agent deployments. The revelation came as Amit Zavery, Presiden...
Floyd March · 15 Jul 2025
Salesforce Undergoes Mass Reskilling, Fills Over Half of New Roles with Internal Hires
"Our organization is being radically reshaped," claimed Marc Benioff, CEO of Salesforce . The CEO made the statement in a Financial Times op-ed , shedding li...
Floyd March · 14 Jul 2025
The Hidden Power of AI Agents in Customer Experience
In the rush to showcase the visible applications of artificial intelligence - chatbots, digital assistants, and hyper-personalized marketing - some of the mo...
Floyd March · 14 Jul 2025
Salesforce Finally Gets Unified Contact Center Routing Right, Thanks to AWS
The Salesforce Omni-Channel engine is a unified routing solution that directs incoming customer interactions to support reps across contact center channels. ...
Floyd March · 10 Jul 2025
Almost Half of Customer Service Tech Deployments Miss the Mark, Finds Gartner
A new Gartner survey has found that almost half of the time, new customer service technology deployments don't deliver the desired results. Unsurprisingly, t...
Floyd March · 9 Jul 2025
What ‘See the Solution’ Means: Why Visual Interactions Are the Missing Link in Agentic AI
CX Today and TechSee unpack why agentic AI still struggles without vision, and how visual interactions are becoming the missing link for smarter customer support.
Floyd March · 7 Jul 2025
5 Pitfalls to Avoid when Picking your CCaaS Provider
Decision makers across all corners of the industry are being peppered with the latest technologies and features that will “revolutionize their contact center...
Floyd March · 3 Jul 2025
Big CX Update: Cyara
Watch on YouTube In this edition of the Big CX Update, Floyd March sits down with Rishi Rana, CEO of Cyara . Rishi shares his journey in the industry, how ...
Floyd March · 30 Jun 2025
Generative AI in the Contact Center: What’s New in 2025?
As contact centers experiment with generative AI (GenAI), they're moving from promising pilot projects to full-scale deployments. These deployments are slowl...
Floyd March · 27 Jun 2025
OpenAI Gives Businesses the Tools to Build Their Own Contact Center AI Agents
OpenAI has been hot on the heels of the traditional enterprise software vendors, making their technologies much more accessible, so tech buyers don't need to...
Floyd March · 24 Jun 2025
Emodo & OneMagnify: AI, Acquisitions & the Future of Marketing
The marketing technology landscape continues to evolve rapidly, with strategic acquisitions reshaping how brands approach digital advertising and customer ex...
Floyd March · 23 Jun 2025
The Curious Case of Dirty Data and the Impacts on Your Customer Support RTB
CX Today and TechSee examine how dirty data quietly undermines AI adoption in customer support, and what enterprises need to fix before scaling their AI journey.
Floyd March · 23 Jun 2025
Is ChatGPT the Beginning of the End for Gong & Sales Intelligence Platforms?
ChatGPT is again at the center of significant discourse across the enterprise tech sector. Earlier this month, OpenAI released ChatGPT Record mode, sparking ...
Floyd March · 19 Jun 2025
80% of Tech Specialists Make These Common Mistakes that Make Them Regret their CCaaS Decision
Watch on YouTube CCaaS solutions promise efficiency and scalability, but many tech specialists unknowingly make a few common but critical mistakes that lead ...
Floyd March · 19 Jun 2025
Salesforce Hikes Its Prices, Aims to Mitigate High AI Integration Costs
Salesforce has increased its prices by an average of six percent due to "increasing integrations with AI." The increased rates apply to both the Enterprise a...
Floyd March · 18 Jun 2025
Salesforce Is Not the Only Tech Provider Blocking AI Tools from Enterprise Data
Salesforce has been in the spotlight over the last week. This is not due to the typical announcements, acquisitions, or eye-raising remarks from its CEO, Mar...
Floyd March · 17 Jun 2025
The Apple iOS Updates You Might Have Missed, and How They Could Impact Enterprise Communications
With CCW and Infocomm dominating customer experience headlines over the last week, you’d be forgiven for missing out on some key iOS26 updates. However, thes...
Floyd March · 16 Jun 2025
Is Your Approach to Dirty Data Killing Your AI Implementation?
In this insightful episode of CX Today, technology journalist Floyd welcomes Brian John Johnson from TechSee to tackle a critical challenge facing enterprise...
Floyd March · 16 Jun 2025
Salesforce Blocks Competitors from Using Slack Data: So What?
Salesforce has moved to block other software firms from searching or storing Slack messages. The Salesforce-owned workplace messaging app recently made chang...
Floyd March · 12 Jun 2025
Sanas Launches the "First" Real-Time Translation Tool for Contact Centers
Sanas has launched an "industry-first" real-time language translation solution for customer support. While there are many other near-real-time translation to...
Floyd March · 11 Jun 2025
Talkdesk Creates a "New Software Category” with the Launch of Its CX Automation Platform
Talkdesk claims to have established a "new software category", launching a Customer Experience Automation (CXA) solution. With the solution, Talkdesk claims ...
Floyd March · 11 Jun 2025
RingCentral Unveils Customer Journey Analytics, Bridges UCaaS-CCaaS Gap
As many businesses aim to streamline UCaaS-CCaaS silos, RingCentral has unveiled its new Customer Journey Analytics to do just that. The aim? To provide a mo...
Floyd March · 11 Jun 2025
Five9 Launches Agentic CX, Delivers the "Next Generation of Customer Experience"
Five9 has unveiled Agentic CX, an agentic AI platform for contact centers. The move follows the vendor's announcement of AI agents in November 2024. These ar...
Floyd March · 10 Jun 2025
Salesforce Scoops Moonhub Employees, But Denies Acquisition
After rumors of a third acquisition in four weeks, Salesforce has refuted claims it has rolled up Moonhub. Instead, a Salesforce spokesperson suggested that ...
Floyd March · 5 Jun 2025
Personalization Can Triple the Likelihood of Customer Regret, says Gartner
Personalization has long been seen as a powerful tool for customer engagement. However, new research from Gartner suggests that traditional personalization t...
Floyd March · 4 Jun 2025
Can You Distinguish Between This AI Voice Agent and a Real Person?
Ever wondered if you’re speaking to a real person or an AI-powered voice agent? In this exclusive interview, we sit down with Nikola Mrkšić, CEO of PolyAI to...
Floyd March · 3 Jun 2025
Everise Neutralizes Foreign Contact Center Agent Accents with AI, the Latest BPO of Many
Prominent customer service BPO Everise has partnered with Krisp, deploying its real-time voice AI platform across its global agent workforce. The voice AI pl...
Floyd March · 3 Jun 2025
Google Takes on Deepfakes with a New "Know Your Customer" Innovation
While AI is the poster child for the new age of technology, its ugly underbelly is swelling at an alarming rate. Alongside other new risks, like chatbot atta...
Floyd March · 2 Jun 2025
Calabrio Customer Connect UK 2025: Elevating Customer Experience Through Innovation and Collaboration
The 2025 Calabrio Customer Connect UK returns next month, with the two-day conference being held in The Lowry Hotel, Manchester on June 10 - 11. This year's ...
Floyd March · 30 May 2025
What’s New in Digital Experience Platforms, and What’s Coming?
As digital and AI technologies evolve, businesses are under increasing pressure to move with them and deliver seamless, personalized experiences across multi...
Floyd March · 28 May 2025
TTEC Implements the Google Customer Engagement Suite, Moves Thousands of Agents Across
Google has extended its partnership with TTEC, a prominent customer experience BPO. In total, Google's cloud infrastructure supports 50,000 of TTEC's custome...
Floyd March · 28 May 2025
The OneMagnify Approach to Mergers and Acquisitions
In this insightful CX Today interview, OneMagnify CFO Bill Neblock reveals how strategic mergers and acquisitions are reshaping the company's position in the...
Floyd March · 28 May 2025
HMRC Invites Proposals for Its $670MN CCaaS Mega-Contract
HMRC is welcoming proposals for its $670MN (£500MN) CCaaS megacontract. The UK tax authority wishes to replace its legacy systems with a comprehensive omnich...
Floyd March · 22 May 2025
Salesforce Introduces Agentforce for Financial Services
Salesforce continues to expand its multi-Agentforce strategy with the launch of Agentforce for Financial Services. The strategy aims to provide out-of-the-bo...
Floyd March · 21 May 2025
Google Kills the Checkout Page, Reimagines Online Commerce Experiences
Google demoed a new online shopping experience during its annual developer conference: Google I/O. In doing so, it introduced virtual try-ons, price tracking...
Floyd March · 21 May 2025
Klarna Isn’t Backing Down from AI in Customer Service; It’s Getting Smarter About It
Klarna CEO Sebastian Siemiatkowski has clarified recent comments about the company's approach to AI in customer service. The comments stem from an interview ...
Floyd March · 20 May 2025
Walmart Gets Ready for Robot Shoppers as Customers Use AI to Shop Online
As ‘robot shoppers’ and AI shopping move from a work of fiction to the next evolution of customer experience, Walmart has become the latest enterprise to pre...
Floyd March · 19 May 2025
Microsoft and Gong Team Up to Spread Customer Intelligence Across the Enterprise
Gong has integrated its revenue AI platform with Microsoft 365 Copilot and more of the tech giant's productivity tools. The integration runs through the Micr...
Floyd March · 14 May 2025
Shopify Hints at a Big OpenAI Collaboration and Other Major AI Partnerships
Harley Finkelstein, CEO of Shopify , has confirmed that his company is collaborating with AI giants for a future where consumers may shop across their search...
Floyd March · 13 May 2025
First-of-Its-Kind Insurance Targets Costly AI Hallucinations in Customer Service and Beyond
Lloyd’s of London insurers have introduced a new product to cover losses caused by malfunctioning AI tools. The product protects companies against legal clai...
Floyd March · 12 May 2025
Salesforce CEO Declares the Era of ‘Clippy’ Over, Next Comes the Humanoid Robots
Marc Benioff, CEO of Salesforce , jabbed Microsoft again in his latest podcast appearance. "Thank God we left that ‘Clippy’ copilot age behind us," he joked....
Floyd March · 12 May 2025
RingCentral Surpasses 1,000 RingCX and AI Receptionist Customers
RingCentral has surpassed 1,000 customers for its RingCX and AI Receptionist solutions. RingCX is the enterprise communications giant's CCaaS solution releas...
Floyd March · 9 May 2025
SAP Is Building a "Modern and Composable" Customer Experience Suite
SAP is on a mission to build an AI-powered, "modern and composable" customer experience suite. That's according to Balaji Balasubramanian, President and Chie...
Floyd March · 8 May 2025
Zendesk CEO: AI Is Already Hallucinating Less Than Humans Are Making Mistakes
Customer service AI skeptics and naysayers alike have gripped onto the issues of hallucinations as a flagship to resistance. Recent stories of contact center...
Floyd March · 7 May 2025
IBM Declares "the Era of AI Experimentation Is Over", Reveals Its Agentic AI Gameplan
As IBM Think 2025 kicks off in Boston, the tech giant has revealed its agentic AI gameplan. The gameplan is to combine hybrid technologies (both on-premise a...
Floyd March · 6 May 2025
Not Just Another Agent Assist Tool: Deepdesk Goes Beyond the Basics
Meet Deepdesk, a company providing agent-assist solutions for large contact center operations. Specifically, its platform analyzes past customer conversation...
Floyd March · 1 May 2025
Microsoft Hits 1MN+ Custom AI Agent Milestone, with 230,000+ Organizations Using Copilot Studio
In just three months, Microsoft customers have built over 1MN custom agents across Copilot Studio and SharePoint. That's up by a remarkable 130 percent compa...
Floyd March · 1 May 2025
HMRC Wants New CRM & CCaaS Platforms, Sets a Massive $2BN+ Budget
HMRC aims to improve its support services for UK taxpayers, setting a mammoth budget worth over $2BN. That budget will finance new CRM and CCaaS solutions, h...
Floyd March · 30 Apr 2025
OpenAI Rolls Out Shopping in ChatGPT Following Rumors of a Big Shopify Partnership
ChatGPT is letting users shop directly from their search results, OpenAI announced today. The news comes as search is becoming increasingly popular through C...
Floyd March · 29 Apr 2025
Salesforce Hopes to Shift Half of Its 9,000 Customer Support Agents Into New Roles
Marc Benioff, CEO of Salesforce , has confirmed that his company is considering how to reutilize its contact center team. The news comes after the CRM leader...
Floyd March · 28 Apr 2025
CX Awards 2025: 5 Reasons to Get Involved
With the 2025 edition of the CX Awards just around the corner, entries are flying in from across the CX space. Back and bigger than ever, the extended catego...
Floyd March · 28 Apr 2025
Twilio Debuts an MCP Server to Change How Businesses Utilize AI Agents
Twilio has jumped on the MCP bandwagon by releasing a new server that promises to change how businesses utilize AI assistants. MCP - or Model Context Protoco...
Floyd March · 25 Apr 2025
Gartner Magic Quadrant for Content Marketing Platforms (CMPs) 2025: The Rundown
Optimizely and Storyteq lead the pack in the Gartner Magic Quadrant for content marketing platforms (CMPs) 2025. Yet, this year, they face new competition in...
Floyd March · 25 Apr 2025
Talkdesk Debuts AI Agents for Financial Services, Follows Up the Launch of Healthcare & Retail Agents
Talkdesk has announced a new solution for contact centers to build AI agents that interact autonomously with customers. The offering targets the financial se...
Floyd March · 24 Apr 2025
Avaya Bets Its Future on Its New Infinity Platform, the Next “Evolution” of AXP
Avaya has launched a new platform to bet its future on: Avaya Infinity. Infinity aims to unify Avaya’s contact center and unified communications portfolio on...
Floyd March · 24 Apr 2025
What's New In CPaaS? Trends, Capabilities, & What's Coming
CPaaS platforms are shifting from a nice-to-have to a must-have. Indeed, Gartner research suggests that - by 2028 - 90 percent of businesses will leverage CP...
Floyd March · 23 Apr 2025
Microsoft Releases Three AI Agents for a More Autonomous Contact Center
Microsoft has released three AI agents to enable a more autonomous, self-learning contact center. These agents include a Customer Intent Agent, Customer Know...
Floyd March · 22 Apr 2025