Dreamforce 2026 Roundup: Salesforce Has an ‘Easy Button’ for AI. But CX Leaders Still Face the Hard Decisions.
Constellation Research’s Liz Miller explains Salesforce AIforce, Koa, headless CRM, and why CX leaders must prioritize customer outcomes over AI hype.
Rob Scott · 22 Sept 2026
From Prebuilt Agents to Vibe Coding: Salesforce’s New CX Playbook
Salesforce Agentforce CPO John Kucera explains how AIforce, Koa, prebuilt agents, and custom interfaces could reshape CX—and what leaders must govern first.
Rob Scott · 22 Sept 2026
The Flatbot Is Dead. The Real CX Question Is What Replaces It.
At Dreamforce 2026, CX Today’s Rob Scott explores why “flatbots” are being replaced by agentic AI built to personalize service, reduce escalations, and drive revenue.
Rob Scott · 18 Sept 2026
AI Is Moving Faster Than Customer Operations. That Is the Real CX Challenge.
Salesforce, OpenAI CEO Sam Altman, and Marc Benioff discuss AIforce, customer operations, AI agents, and why better AI will not automatically fix CX.
Rob Scott · 17 Sept 2026
Salesforce’s Agentic CX Vision: 8 Dreamforce Announcements CX Leaders Need to Act On
Dreamforce 2026: Eight Salesforce announcements CX leaders need to know, from AI agents and CCaaS to Koa, governance, and human handoffs.
Rob Scott · 16 Sept 2026
Dreamforce 2026: Salesforce Takes CRM Out of Salesforce
Live from Dreamforce 2026, CX Today examines Salesforce’s push to bring CRM into Slack, Claude and Teams—and what it means for AI-powered customer service.
Rob Scott · 15 Sept 2026
Future of CX: Part 8 - 7:40 PM — The Customer Who Never Contacted Us
Future of CX: Predictive customer experience, AI agents, proactive service, and ambient AI redefine CX as businesses solve customer problems before customers even ask for help.
Rob Scott · 2 Aug 2026
CX Awards 2026 - Applications Are Open
Don't miss your chance to submit an entry for the CX Awards 2026. We can't wait to celebrate the best in customer experience.
Rob Scott · 28 Jul 2026
"Be the 5%": Amazon Connect Customer Reveals the Ultimate AI Playbook
I have a confession to make. I came to CCW Las Vegas expecting the usual mix of keynote optimism and carefully managed case studies. What I did not expect ...
Rob Scott · 21 Jul 2026
Call for Judges: Help Recognize the Best in Customer Experience at the CX Awards 2026
The CX Awards 2026 is seeking customer experience experts to join our panel of judges. Apply today to help set the industry standard for CX.
Rob Scott · 21 Jul 2026
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually look...
Rob Scott · 20 Jul 2026
Why Is My CRM Vendor Cold-Calling My Super Admins?
HubSpot sales reps are cold-calling customer super admins to pitch prospecting tools. Days after its data enrichment U-turn, is your admin list now sales data?
Rob Scott · 17 Jul 2026
How Capacity Is Helping Brands Build AI Customer Service That Customers Actually Trust
Capacity and DSW explain how brands can scale AI service while improving CX, self-service, and human support.
Rob Scott · 16 Jul 2026
Death of the Survey Link: The Future of Customer Feedback Is Conversational
Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal ...
Rob Scott · 8 Jul 2026
How Casio Is Transforming CX With RingCentral - One Deliberate Step at a Time
Casio's Mike Bagala on replacing legacy infrastructure with RingCentral and using AI for agent quality control
Rob Scott · 7 Jul 2026
CX Awards 2026 Categories Announced: 25 Benchmarks for CX Excellence
Review the official CX Awards 2026 categories. From AI innovation to contact center infrastructure, discover where your CX tech fits.
Rob Scott · 6 Jul 2026
The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said.
I have sat through a lot of panels at customer experience events. Most of them are polite. Speakers agree with each other. Nobody says the uncomfortable thin...
Rob Scott · 2 Jul 2026
Salesforce CMO Annie Weinberger on the Future of Workforce Engagement at CCW 2026
Three months ago at Enterprise Connect, Salesforce launched Agentforce Contact Center and made a bold claim: native voice, digital channels, AI agents, and C...
Rob Scott · 2 Jul 2026
What Does an AI-Native Contact Center Actually Look Like? Zoom CX Made the Case at CCW 2026
What is an AI-Native Contact Center? Architecture vs Add-Ons An AI-native contact center is one where AI is built into the core architecture from the ground ...
Rob Scott · 1 Jul 2026
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the...
Rob Scott · 1 Jul 2026
CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said
Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect Customer) , Deepak Nair (SVP, AI Transformation, Citizens Bank) , and Justin Robbins (Founder an...
Rob Scott · 1 Jul 2026
CCW Vegas 2026: 10 CX Trends That Prove the Industry's AI Honeymoon Is Well and Truly Over
CCW Vegas 2026: 10 CX trends covering the UJET zero-agents finding, Sinch's 74% AI deployment reversal stat, Salesforce Agentforce, the Verizon versus IKEA workforce debate, Amazon Rufus accuracy data, Forrester omnichannel maturity research, and the rise of GEO replacing SEO for CX brands and enterprise buyers
Rob Scott · 26 Jun 2026
CCW 2026: Is AI Making Customer Experience Better - or Just Cheaper?
Rob Scott, Publisher at CX Today , sits down with Jeremie Abou, Sales Lead at Diabolocom , on the floor of CCW Las Vegas to ask the question the industry kee...
Rob Scott · 25 Jun 2026
The End of 'Hold Please': How AI Guidance Is Fixing the Contact Center's Biggest CX Failure
Rob Scott meets up with Jonathan 'JR' Ranger, CCO at CallMiner , on the floor of CCW Vegas 2026 to talk through the company's newly announced Real-Time AI Gu...
Rob Scott · 24 Jun 2026
Amazon Connect Customer Brings Live Sync and the Agentic CX Designer to CCW - Here Is Why That Matters
Live Sync. The Agentic CX Designer. A United Airlines first deployment. Here is what Amazon Connect Customer is announcing at CCW Las Vegas 2026 and why it matters.
Rob Scott · 22 Jun 2026
Why Enter the CX Awards in 2026? The Market Demands Proof.
The market demands proof, not promises. Complete your CX Awards registration today to showcase your customer experience excellence to buyers.
Rob Scott · 18 Jun 2026
The Board-Floor Gap Is Closable - Here's the AI Playbook
If you read our scene-setter on the Board vs. The Floor tension — or watched the full video interview with Salesforce's SVP of Agentforce Contact Center — yo...
Rob Scott · 10 Jun 2026
CX Awards 2026 - Where Outcomes Get Recognized
CX Awards 2026 returns to recognize the platforms, leaders, and innovations delivering real customer experience outcomes & AI innovation.
Rob Scott · 8 Jun 2026
Future of CX: Part 7 - 6:15 PM — The Customer We Chose to Lose
Future of CX: AI-driven retention, customer lifetime value, and predictive churn collide as a CX leader confronts the ethics of choosing which customers to keep.
Rob Scott · 8 Jun 2026
The Contact Center AI Gap Nobody in the Boardroom Wants to Talk About
The scene is familiar to almost every CX leader working in a mid-to-large enterprise today. The CEO has seen the numbers. Salesforce cut its own customer sup...
Rob Scott · 3 Jun 2026
Your Board Wants ROI in Six Months - Your Contact Center Needs Eighteen
Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisi...
Rob Scott · 3 Jun 2026
Future of CX: Part 6 - 4:47 PM — The Perfect Apology
Future of CX: AI-generated apologies, automated empathy, and customer trust collide as a CX leader confronts the limits of artificial customer experience.
Rob Scott · 12 May 2026
Future of CX: Part 5 - 3:05 PM — The Layoff Dashboard
Future of CX: AI automation and workforce optimisation collide as a CX leader faces the data-driven case for removing human agents in customer experience.
Rob Scott · 1 May 2026
EU AI Act Deadline: Customer Emotion AI Becomes High-Risk in August 2026. Most Contact Centers Have No Idea What's Coming.
Customer emotion AI becomes high-risk under the EU AI Act on August 2, 2026. That's 100 days away. Here's what every CX leader needs to do now.
Rob Scott · 23 Apr 2026
Future of CX: Part 4 - 1:20 PM — The Loyalty Tier Collapse
Future of CX: AI-driven loyalty scoring and customer value algorithms reshape CX strategy as real-time automation redefines retention, trust, and customer experience.
Rob Scott · 13 Apr 2026
Future of CX: Part 3 - 11:40 AM — The Customer Who Wanted a Human
Future of CX: A high-value customer refuses AI support, forcing a CX leader to confront human escalation, customer trust, and the limits of automation.
Rob Scott · 6 Apr 2026
Future of CX: Part 2 - 10:12 AM — The Empathy Algorithm
Future of CX: AI emotion detection, customer sentiment analysis, and automation strategy collide as a CX leader faces the ethics of AI-powered customer experience.
Rob Scott · 30 Mar 2026
Future of CX: Part 1 - 9:05 AM — The CEO Wants 100% Automation
Future of CX: A CX leader faces the push for 100% automation as AI customer service scales—raising questions around human empathy, contact centre AI, and the future of customer experience.
Rob Scott · 23 Mar 2026
Enterprise Connect 2026 Reflections: From Hype to Hard Questions
10 CX industry leaders. One show floor. Zero filter. We asked the hard AI questions at EC 2026 so you don't have to. Watch the full series now.
Rob Scott · 13 Mar 2026
Why Sun River Health Fixed Employee Friction Before Fixing Patient Experience
How Sun River Health modernized its contact center using AI and RingCentral to reduce employee friction, improve first‑call resolution, and deliver better patient experiences.
Rob Scott · 12 Mar 2026
Enterprise Connect 2026: Why CX Leaders Are Being Forced to Grow Up About AI
Top CX themes at Enterprise Connect 2026, from AI ROI and agentic AI to trust, deepfake defense and the future of the contact center.
Rob Scott · 10 Mar 2026
AI Customers Are Here. Is Your Contact Center Ready to Serve Them?
The call came in. Authentication passed. Terms were negotiated. The transaction closed. Then someone asked: Was that human? The answer sent shockwaves throug...
Rob Scott · 10 Feb 2026
Enterprise Connect 2026: Why Vegas is the CX Decision-Maker's Must-Attend Event
Enterprise Connect 2026 brings 80+ CX vendors to Las Vegas March 10-12. From AI ROI proof to agent burnout solutions, discover why this is the decision point for customer experience leaders.
Rob Scott · 9 Feb 2026
The Inversion: When AI Calls the Contact Center - And Why CX Leaders Keep Gasping
Your contact center just concluded a textbook debt negotiation. Professional. Efficient. Zero friction. The agent followed protocol, authenticated the caller...
Rob Scott · 3 Feb 2026
Voice AI is Booming - But Without CX Observability, It Will Break
The most critical requirement for scaling Voice AI in contact centers is implementing CX observability before deployment - not after failures occur. In our c...
Rob Scott · 28 Jan 2026
Who's Really Calling? The Rise of AI Customers
For years, the CX industry has obsessed over deploying AI to serve customers better. But a seismic shift is already underway and most contact centers aren'...
Rob Scott · 27 Jan 2026
Defining a New Category: Why CX Observability Matters in Today's AI-Powered Contact Centers
Modern contact centers have become impossibly complex. Cloud platforms, Voice AI systems, IVRs, CRMs, telephony networks, and third-party APIs now work toget...
Rob Scott · 21 Jan 2026
The $50 Billion Question: How Do You Charge for an AI Agent Seat That Doesn’t Exist?
Per-seat pricing is breaking as AI agents take more contact center work. Here’s why CFOs are pushing back, why vendors face compute arbitrage, and what pricing models come next.
Rob Scott · 20 Jan 2026
Owning Trust: What CX Leaders Can Learn from the Data Custody Debate
The conversation around customer data ownership has reached a critical inflection point. Our recent interview with Martin Taylor, deputy CEO and co-founder o...
Rob Scott · 15 Jan 2026
The Silent Spiral: When Monitoring Systems Miss What Matters Most
Most CX leaders assume their monitoring systems will alert them when something goes wrong. But what happens when a failure is invisible to every dashboard de...
Rob Scott · 15 Jan 2026
Beyond AI-Enhanced – What It Really Means to Be AI-Native
Rob Scott sits down with Jami Ferguson, VP of Product at SMG , to explore what it truly means to be an AI-native organization. Far from surface-level automat...
Rob Scott · 14 Jan 2026
The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily
Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. W...
Rob Scott · 14 Jan 2026
Beyond AI-Enhanced: Are You Truly AI-Native Yet?
Your CX stack has AI, but is it truly transforming your business in real time? I've seen many organizations invest heavily in artificial intelligence, integr...
Rob Scott · 8 Jan 2026
The Black Friday Nightmare: What Happens When AI Testing Fails
Imagine this: It's 6:11 AM on Black Friday. Your AI agent, deployed after 18 months of development and $12 million in investment, begins confidently quoting ...
Rob Scott · 8 Jan 2026
Your Customer's Data: Who Has the Keys?
The question used to be simple: where do you store your customer data? Today, it's evolved into something far more complex and consequential: who really owns...
Rob Scott · 7 Jan 2026
Channel Convergence and the Death of Silos in the AI Era
I found myself thinking about how people contact a business. They do not really plan it in steps. They simply reach out and hope the person on the other end ...
Rob Scott · 7 Jan 2026
Agent Assist Versus Virtual Agents: How to Design an AI Roadmap That Grows with Your Organization
AI adoption in the contact center continues to accelerate. Many organizations feel pressure to deploy AI quickly while also worrying about readiness, quality...
Rob Scott · 6 Jan 2026
Meta Buys the "Hands" for its AI Brain
Meta acquires Manus AI for $2B, signaling a shift from chatbots to autonomous agents. See how this deal impacts CX, WhatsApp, and the race against OpenAI.
Rob Scott · 31 Dec 2025
The Call That Cost a Fortune
Every CX leader's nightmare: the one call that went catastrophically wrong . In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Va...
Rob Scott · 30 Dec 2025
Smarter Conversations: Defining the 2026 Landscape
Plan your 2026 strategy with CX Today. Unveiling our new editorial roadmap, covering Agentic AI, CCaaS, and trust. Request the 2026 Media Kit today.
Rob Scott · 22 Dec 2025