The Future of Agentic AI: What’s Next for Contact Centers
CX Today looks beyond today's chatbots to explore what agentic AI means for the next generation of contact centers, and where the technology is headed next.
Peter Ward · 19 Aug 2025
Legacy Contact Center Metrics Are on the Way Out. Here’s What Will Replace Them.
As AI rapidly transforms the way businesses interact with their customers, traditional yardsticks for measuring customer experience success are in danger of ...
Peter Ward · 15 Aug 2025
Choosing The Best AI Provider for Your Contact Center
CX Today explores how contact centers can cut through the hype to choose an AI provider that delivers genuine automation, faster resolutions, and lasting value.
Peter Ward · 13 Aug 2025
HubSpot Has Rebuilt Its Funnel, and It’s Working
HubSpot has announced major changes to its marketing funnel, placing greater emphasis on discovery from AI search and diversifying away from blog traffic. On...
Peter Ward · 7 Aug 2025
Your Next Customers Will Be AI. Are You Ready?
In 2010, two brothers from Richmond, Virginia, frustrated at never-ending customer service wait times, launched an app designed to hold a customer’s place in...
Peter Ward · 31 Jul 2025