Confident CX Starts Here: Navigating the CCaaS Market with CallTower and Inoria
It’s easy to feel lost in today’s CX technology ecosystem. Everyone’s selling “omnichannel,” “AI-powered,” “customer-first” platforms, and on paper, they all...
Kieran Devlin · 16 Sept 2025
From UCaaS to CX Powerhouse: How CallTower Is Redefining CCaaS Delivery
Watch on Youtube In this episode of CX Today, host Kieran Devlin sits down with William Rubio, Chief Revenue Officer at CallTower , and Joe Bigio, SVP of CCa...
Kieran Devlin · 10 Sept 2025
Why Services and Support Are the Real Differentiators in Today’s CX Landscape
CX Today and CallTower explain why services and support, not feature lists, are what actually turn CX platform investments into lasting business results.
Kieran Devlin · 4 Sept 2025
Big CX Update: ComputerTalk
Watch on YouTube CX Today's Kieran Devlin speaks to Blair Ferguson, Chief of Staff at ComputerTalk . In this session, we discuss the following: An introducti...
Kieran Devlin · 9 Jan 2025
Voice Cloning Tech Is Breaking Customer Authentication Systems
AI-powered voice cloning technology is now so powerful that it is breaking sophisticated customer authentication systems, including those of several UK banks...
Kieran Devlin · 29 Nov 2024
Qualtrics To Bolster Employee Experience With New Qualtrics AI Solution
Qualtrics has unveiled a new AI solution to boost the employee experience and workforce management. Qualtrics is introducing AI capabilities in the company's...
Kieran Devlin · 1 Nov 2024
Meta Goes All In on Virtual Agents with Embedded Ads & Celebrity Voices
Meta has added the capability to embed virtual agents within adverts posted on its social media platforms. As such, customers may lay a click-to-message link...
Kieran Devlin · 27 Sept 2024
Salesforce Unveils 'Groundbreaking' AI Agents Solution, Agentforce
Salesforce has unveiled its new "groundbreaking" suite of autonomous AI agents, Agentforce, intending to enhance the customer experience and bolster business...
Kieran Devlin · 13 Sept 2024
Salesforce Doubles Down On Autonomous Agents With Einstein SDR and Sales Coach
Salesforce is doubling down on autonomous agents, as signalled by the unveiling of two new Einstein solutions, SDR and Sales Coach. Einstein SDR Agent autono...
Kieran Devlin · 23 Aug 2024
ServiceNow President Desai Leaves After Hiring Policy Breach
ServiceNow's President and COO, Chirantan "CJ" Desai , has left the business following an internal investigation found violations of the company's hiring pol...
Kieran Devlin · 26 Jul 2024
Anson Funds Reportedly Urging Five9 To Consider Sale
Investment firm Anson Funds is allegedly urging Five9 to consider a sale. Reuters , citing sources close to the matter, reported that Anson Funds had amassed...
Kieran Devlin · 12 Jul 2024
SAP Acquires WalkMe To Bolster Its Business AI and CX Offerings
SAP has announced it is acquiring leading digital adoption platform (DAP) leader, WalkMe. The Executive and Supervisory Boards of SAP and the Board of Direct...
Kieran Devlin · 5 Jun 2024
Bank Of Ireland Announces €34Mn Customer Service Upgrade
Bank of Ireland has announced a €34 million investment in its customer service infrastructure. In upgrading its telephony and CRM systems, Bank of Ireland's ...
Kieran Devlin · 6 May 2024
Almost Half of Consumers Feel Customer Service Has Worsened Over Past 3 Years
According to new research from Cavell, almost half of consumers (44 percent) believe that customer service has gotten worse over the past three years. Cavell...
Kieran Devlin · 19 Apr 2024
Scottish Power, Ovo, British Gas Customer Service Maligned in Damning New Survey
Scottish Power, Ovo Energy and British Gas finished bottom among energy companies in Which?’s 2023 customer service survey, with energy also representing the...
Kieran Devlin · 22 Mar 2024
Zendesk to Acquire Service Automation Provider Ultimate
Zendesk is to acquire the service automation provider Ultimate. In an acquisition that Zendesk says will allow it to deliver the most complete AI offering fo...
Kieran Devlin · 13 Mar 2024
NICE Records 375% Growth in Enlighten Bookings
NICE recorded a 375 percent increase in bookings for its CX AI product, Enlighten, in its latest earnings call. In its Q4 FY 2023 earnings call, the CX busin...
Kieran Devlin · 23 Feb 2024
Ex-Salesforce Co-CEO Launches AI Agent Startup
Bret Taylor, former co-CEO of Salesforce and current OpenAI board chairman , has launched the new AI agent startup, Sierra, to "transform the customer experi...
Kieran Devlin · 14 Feb 2024
Anywhere365 Acquires Deepdesk to Elevate the Customer Experience
Anywhere365 has acquired AI assistant technology provider Deepdesk to enhance its portfolio of CX solutions. With its Deepdesk AIx solution, Anywhere365 assi...
Kieran Devlin · 13 Feb 2024
Atento Upgrades AI-Powered CRM Ecosystem To Boost CX
Atento has upgraded its CRM and BPO ecosystem with new capabilities, including AI features, to enhance the customer experience. By integrating its digital fe...
Kieran Devlin · 13 Feb 2024
Salesforce Reportedly Set to Lay Off 700 Employees
Salesforce is reportedly set to lay off 700 employees, around one percent of its global staff. The Wall Street Journal reported the news late this week as th...
Kieran Devlin · 26 Jan 2024
Nextiva Acquires Thrio to Bolster CX Portfolio
Nextiva has acquired contact centre software business Thrio, bolstering its CX portfolio. Acclaimed for its AI-powered software solutions, Thrio's acquisitio...
Kieran Devlin · 19 Jan 2024
Cisco to Acquire Networking and Security Startup Isovalent
Cisco is set to acquire the cloud networking and security business Isovalent. Isovalent played a critical role in the advancement of eBPF, an open-source tec...
Kieran Devlin · 22 Dec 2023
Why Successful Contact Centres Work Smarter, Not Harder
Watch on YouTube. CX Today's Kieran Devlin speaks to Ben Booth, CEO at MaxContact . In this session, we discuss the following: The key contact center trends ...
Kieran Devlin · 12 Dec 2023
Salesforce Products to be Offered on AWS Marketplace in Expanded Partnership
Salesforce and AWS have expanded their partnership to offer customers select Salesforce products through the AWS Marketplace. According to the two companies,...
Kieran Devlin · 27 Nov 2023
Salesforce Launches Analytics App 'Service Intelligence'
Salesforce has launched the new analytics app Service Intelligence to enhance agent productivity and customer satisfaction. Service Intelligence is powered b...
Kieran Devlin · 17 Nov 2023
How Will AI Revolutionize The Contact Centre?
Watch on YouTube. CX Today's Kieran Devlin is joined by MaxContact's CEO Ben Booth and VP of Engineering Matt Yates to discuss AI's impact on the contact cen...
Kieran Devlin · 4 Sept 2023
MaxContact Secures Significant Funding to Accelerate AI Innovation
MaxContact has secured significant funding to facilitate a new phase of AI-driven innovation and business growth. MaxContact’s vision encompasses plans to ac...
Kieran Devlin · 28 Aug 2023
The Latest BIG News from Zoom, Twilio, Five9, Journey and Avaya
Zoom Reveals Contact Centre Customer Numbers Zoom has revealed that its Zoom Contact Centre has reached over 500 customers in the past six quarters. As revea...
Kieran Devlin · 25 Aug 2023
Kura Invests In Avaya Enterprise Cloud to Enhance CX
UK outsourcing firm Kura is revolutionising its contact centre services by signing up for Avaya Enterprise Cloud. Avaya Enterprise Cloud will enhance Kura's ...
Kieran Devlin · 25 Aug 2023The Latest BIG News from Salesforce, Clari and Gartner
A Week of Good, Bad, and Ugly News for Salesforce It's been a polarising week or so for global CRM provider Salesforce. Firstly, the good. Slack recently rel...
Kieran Devlin · 18 Aug 2023
8x8 Reveals 50% of its Contact Centre Customers Leverage Supervisor Workspace
8x8 has revealed the success of its recently launched Supervisor Workspace solution, with the offering becoming one of the company's fastest new product adop...
Kieran Devlin · 4 Aug 2023
Big CX Update: Genesys
Watch on YouTube Andrew McInnes, VP of Americas at Genesys , joins Kieran Devlin of CX Today for the latest in our Big CX Update Series. In this session, we ...
Kieran Devlin · 10 Jul 2023
How AI Assistance Can Help Your Business' CX Proposition
Watch on YouTube CX Today's Kieran Devlin is joined by Rob LoCascio, CEO and Founder of LivePerson , for this latest CX Trends session to discuss how AI assi...
Kieran Devlin · 10 Jul 2023
Big CX Update: MiaRec
Watch on YouTube. Tatiana Polyakova, COO of MiaRec , joins Kieran Devlin of CX Today for the latest session in our Big CX Update series. Polyakova provides a...
Kieran Devlin · 10 Jul 2023
Big CX Update: babelforce
Watch on YouTube. Pierce Buckley, CEO and cofounder of babelforce , joins Kieran Devlin of CX Today for the latest in our Big CX Update series. Buckley discu...
Kieran Devlin · 10 Jul 2023
Big CX Update: ComputerTalk
Watch on YouTube. For the latest in our Big CX Update series, Bernie Lee, VP of Product Engineering at ComputerTalk , joins CX Today's Kieran Devlin . In thi...
Kieran Devlin · 10 Jul 2023
Big CX Update: Cyara
Watch on YouTube Max Lipovetsky, VP of Products at Cyara , joins CX Today's Kieran Devlin for the latest in our Big CX Update series. Lipovetsky discusses wh...
Kieran Devlin · 10 Jul 2023Big CX News from Salesforce, RingCentral, Microsoft, 8x8 and Five9
Salesforce Partners with Accenture on Generative AI Salesforce is partnering with Accenture to enhance the deployment of generative AI for CRM. The solution ...
Kieran Devlin · 12 May 2023
Dialpad Expands AI Capabilities with Google Cloud Partnership
Dialpad is partnering with Google Cloud to expand the AI capabilities of its customer intelligence platform. The collaboration involves integrating Google Cl...
Kieran Devlin · 12 May 2023
Microsoft Invests in Builder.ai to Streamline Business App Development
Microsoft has partnered with Builder.ai to create AI solutions that streamline enterprise software and app development. Builder.ai specialises in AI-powered ...
Kieran Devlin · 11 May 2023Big CX News from Avaya, Salesforce, Slack and Gartner
Avaya CEO Alan Maserak Explains the Company's ‘Experience Platform’ Rebrand In an exclusive interview with UC Today earlier this week, Avaya CEO Alan Maserak...
Kieran Devlin · 5 May 2023