UJET: 100% Analytics Means Little If Coaching Stalls
UJET’s Taylor Wittman argues that 100% conversation analytics is table stakes, not a coaching strategy. The real test is whether supervisors can turn every interaction into timely, specific guidance that helps agents improve next week, not next month
Rob Wilkinson · 10h
Why Contact Center AI Now Needs an Evidence Layer
New research from IPI and Talkdesk, alongside a subtle AWS workflow update, points to a practical contact center issue: automation is moving faster than the evidence layer, handoff model, and operational controls many enterprises need to prove outcomes.
Rob Wilkinson · 12h
Contact Center Convergence Is Now an Operating Model
AI is moving from pilots into live service, but connected tools alone won’t deliver agentic CX. Vonage’s Jonathan Kershaw explains why CX leaders must link voice, CRM, CCaaS and AI around context, resolution and agent readiness, starting with one workflow that proves value
Rob Wilkinson · 4 Nov 2026
How Should Enterprises Evaluate an AI Contact Center Platform?
An AI contact center platform should do more than automate interactions. CX and IT leaders need to evaluate architecture, governance, integrations, agent workflows, measurement, cost, and control before trusting AI across customer service operations.
Rob Wilkinson · 3 Nov 2026
Salesforce Buys Cresta, and AI Stack Questions Grow
Salesforce’s Cresta agreement gives Agentforce a major voice AI asset, but analysts warn the harder test is coherence. CX buyers now need to assess integration, platform neutrality, and whether voice automation improves real customer resolution economics.
Rob Wilkinson · 3 Nov 2026
Connected Operations Turn Requests Into Resolution
ServiceNow’s Daniel Wilks argues that customer experience often fails after the first conversation, when requests move into disconnected service, field, IT, finance, and fulfillment workflows. Arqiva shows how connected operations can turn context into resolution
Rob Wilkinson · 3 Nov 2026
Scale and Trust: The Two Tests for AI-Powered Customer Service
As AI takes on more customer service work, leaders face a harder test than automation alone. Sprinklr’s Karthik Suri explains why governance, quality management, escalation, and continuous learning now determine whether AI can scale safely without losing customer trust
Rob Wilkinson · 2 Nov 2026
The Executive CX Scorecard: Measuring What Makes Customers Come Back
Closing the ticket is no longer enough. Pasquale DeMaio explains why executives need a CX scorecard that looks beyond speed and resolution to track repeat engagement, trust and advocacy across every touchpoint, revealing whether customers will actually return
Rob Wilkinson · 30 Oct 2026
Microsoft’s AI Agents Put CX Accountability on Notice
Microsoft’s Q1 2027 earnings call shows AI agents moving from workplace assistants into governed, metered business actors. For CX leaders, the decision now centers on accountability, cost control, model routing, and how autonomous work gets monitored at scale.
Rob Wilkinson · 29 Oct 2026
Sprinklr Pushes AI Agents Toward Proof at CXUnifiers
Sprinklr is bringing Marketing AI Agents and new AI measurement research to CXUnifiers 2026, sharpening a bigger enterprise question: can customer-facing AI turn live signals into governed action, then prove what changed for customers and the business?
Rob Wilkinson · 29 Oct 2026
UJET: Why 100% Conversation Analytics Can Still Fail
Taylor Wittman, Senior Solutions Consultant at UJET, explains why 100 percent conversation analysis only matters when it improves coaching, updates scorecards, and gives supervisors evidence they can use to lift agent performance and customer outcomes
Rob Wilkinson · 29 Oct 2026
ServiceNow: The CRM Shift from Records to Resolution
CRM can no longer stop at storing customer records. Daniel Wilks, Vice President of ServiceNow CRM EMEA, explains why enterprises need connected workflows, smarter AI, and shared accountability to turn customer context into faster resolution and better experiences
Rob Wilkinson · 26 Oct 2026
Context Is the New CCaaS Differentiator
An AI service pilot can look successful yet fail at scale when it reaches new channels, regions or higher-risk requests without clear controls. CX leaders must define what AI can decide, when human approval is needed, and how trust is protected as automation grows
Rob Wilkinson · 26 Oct 2026
How Can AI Actually Resolve Customer Issues, Not Just Answer Them?
AI customer resolution requires more than accurate answers or contained conversations. CX leaders need to assess virtual agents and customer service chatbots on outcomes, context, controls and escalation paths before trusting AI to complete service journeys across chat and voice
Rob Wilkinson · 23 Oct 2026
Amazon Connect Customer Targets the CX Problem Brands Still Miss
Amazon Connect VP Pasquale DeMaio argues that resolving issues is no longer enough, as mediocre service drives customers away without complaint. He explains how context-aware, agentic AI can help brands move beyond deflection and turn customer service into a driver of loyalty
Rob Wilkinson · 22 Oct 2026
Five9, Contact Babel, Arkose Labs: Exposing Contact Center AI Reality
As event season fills calendars and research reports start landing in inboxes, Five9, Arkose Labs, and ContactBabel point to the same contact center AI reality: adoption is accelerating, but trust, escalation, accuracy, and workforce readiness now decide what works.
Rob Wilkinson · 22 Oct 2026
Are CX Leaders Ready for the Hybrid Frontline?
After Centrical’s Big Game event, Gal Rimon argues that AI success now depends on whether CX leaders can prepare people, managers, AI agents, and even customer-owned AI agents to work toward shared goals, clear accountability, and measurable outcomes
Rob Wilkinson · 21 Oct 2026
The End of Automation-Only CX: Why Resolution Is the Real Goal
Karthik Suri, Chief Product and Corporate Strategy Officer at Sprinklr, explains why AI customer service must move beyond containment and automation, helping CX leaders balance efficiency, trust, governance, and more personal customer outcomes at scale
Rob Wilkinson · 19 Oct 2026
Why Resolution Is No Longer Enough for Customer Experience Leaders
Pasquale DeMaio, Vice President at Amazon Connect, explains why mediocre service quietly erodes loyalty, how AI can reveal what customers really experience, and why customer experience leaders must move beyond deflection to build more connected journeys.
Rob Wilkinson · 15 Oct 2026
Muse Shows Why AI May Grow the Contact Center Again
Meta’s Muse has moved personal AI agents from consumer curiosity to contact center reality. Adoption, hands-on user testing, detection data, and vendor response all point to a harder CX question: how do enterprises serve AI acting for customers without losing trust?
Rob Wilkinson · 15 Oct 2026
How CX Leaders Should Own AI Agent Performance
CX leaders must close the orchestration gap between AI agent activity and measurable customer and business outcomes. Centrical CEO Gal Rimon explains how hybrid human-AI teams, governance, reskilling, and real-time optimization can drive stronger execution
Rob Wilkinson · 12 Oct 2026
Why the Agent Zoo Creates a Performance Problem
As AI agents proliferate across CX, disconnected tools can create an “Agent Zoo” of fragmented handoffs, inconsistent decisions, and unclear accountability. Centrical CEO Gal Rimon explains why orchestration is essential to turn AI activity into safer, measurable business outcomes
Rob Wilkinson · 8 Oct 2026
Why Twilio Says Voice Will Reshape Customer Journeys
Twilio’s Peter Bell says voice is becoming a natural interface for urgent, high-context customer moments. But as UK consumers talk more than they type, CX teams must decide where voice removes friction and where it risks recreating old IVR pain again.
Rob Wilkinson · 8 Oct 2026
The Agent Zoo: Why CX Leaders Need to Manage AI Agent Performance
Gal Rimon says AI agents are entering CX operations faster than many leaders are able to govern them. Ahead of Centrical’s Big Game event next month, he explains why organizations need one performance model for people, AI agents, and customer outcomes
Rob Wilkinson · 5 Oct 2026
Voice AI Lawsuits Put Contact Centers on BIPA Watch
A recent warning from Contact Center AI Association President John Walter points to a sharper BIPA risk for voice AI. After May lawsuits against Big Tech and newer claims against Walmart and Lowe’s, contact center buyers need to know when call recording becomes biometric processing.
Rob Wilkinson · 4 Oct 2026
Why Contact Center Buyers Must Rethink CX for 2026
ISG’s Research Director, Keith Dawson, says the contact center is becoming a customer engagement hub, forcing buyers to weigh AI governance, context, quality automation, and IT alignment alongside vendor rankings. The practical test is whether platforms now fit the operating model the business needs
Rob Wilkinson · 1 Oct 2026
ISG, Telstra, Cresta, and ScorebuddyCX Expose AI’s Contact Center Test
ISG, Telstra, Cresta, and ScorebuddyCX show why contact center AI now depends on workflows, QA trust, governance, and value.
Rob Wilkinson · 22 Sept 2026
AEO Is Not SEO With a New Acronym: The Metrics CX Leaders Need to Track Now
AEO is forcing CX and marketing leaders to measure something traditional search analytics cannot fully show: whether a brand is visible, accurately described...
Rob Wilkinson · 21 Sept 2026
Oracle’s Agentic AI Gamble: Replacing Human Support to Fund Data Centers
Oracle’s Q4 earnings show huge AI growth, but layoffs across support and success raise new risks for enterprise CX leaders.
Rob Wilkinson · 16 Sept 2026
Contact Center AI Moves From Claims to Operating Proof
NiCE, Observe.AI, and Dialpad show how contact center AI is moving into healthcare, coaching, and fan service workflows.
Rob Wilkinson · 15 Sept 2026
Your Brand Has an AI Reputation. You May Not Like What It Is Saying
AI reputation is becoming a live business risk for brands as customers increasingly use large language models (LLMs) to compare products, shortlist vendors, ...
Rob Wilkinson · 14 Sept 2026
Contact Center Modernization Has a New Risk Profile
Contact center modernization now depends on cloud migration, AI governance, data quality, and change management. Here’s what buyers must get right.
Rob Wilkinson · 9 Sept 2026
UJET Says Contact Center AI Adoption Is Moving Too Fast, Which Creates New Risks
Contact center AI adoption is accelerating, but UJET’s recent customer visits suggest speed alone is a weak measure of progress. This emerged as a central th...
Rob Wilkinson · 8 Sept 2026
The Prompt Gap: Why Keyword-Based AI Search Tracking Misses What Customers Actually Ask
In this CX Today interview, Rob Wilkinson speaks with Sean Jackson, Lead AI Architect at Sprinklr , about how AI-generated answers are changing customer di...
Rob Wilkinson · 7 Sept 2026
Verint Warns AI Value Needs Better Data
Verint’s 2026 report shows contact center AI spend is rising, but fragmented data may stop CX teams proving real business value.
Rob Wilkinson · 3 Sept 2026
Gartner Warns CX AI Budgets Are Surging
Gartner says customer service AI spending rose 38%, but CX leaders now face urgent governance, ROI, and trust challenges.
Rob Wilkinson · 2 Sept 2026
UJET Heard What Agents Really Want From AI. It Wasn’t Replacement
Contact center AI is often framed as a replacement story. UJET’s recent visits to customer contact centers suggest the sharper opportunity is much more pract...
Rob Wilkinson · 1 Sept 2026
Genesys: AI Alone Won’t Fix Broken CX
Genesys’ 2026 State of CX report shows why agentic orchestration, data, cloud, and human agents will define AI-powered CX.
Rob Wilkinson · 1 Sept 2026
The End of Per-Seat SaaS: How Microsoft, Salesforce, and Zoom Are Rewriting CX Economics
Microsoft, Salesforce, and Zoom earnings reveal a massive shift from per-seat SaaS to digital labor. Discover what AI seat compression means for enterprise CX.
Rob Wilkinson · 31 Aug 2026
Bill Gates AI Warning Should Shake CX Leaders
AI in CX is no longer a question of whether service teams can automate more work. Bill Gates’ latest warning about artificial intelligence points to a sharpe...
Rob Wilkinson · 31 Aug 2026
Big CX News From Salesforce, Zoom, Meta and Google
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Zoom, Meta, Google
Rob Wilkinson · 28 Aug 2026
Can Crescendo’s AI Agents Really Run the Whole CX Operation?
Crescendo launches an AI-native CX platform using AI agents to run service operations, improve quality, and challenge legacy CX stacks.
Rob Wilkinson · 28 Aug 2026
Meta’s $18bn Settlement Could Upend Social CX
Meta’s $18bn settlement could reshape Gen Z CX, pushing brands toward DMs, revised social SLAs, and stronger data privacy.
Rob Wilkinson · 27 Aug 2026
Salesforce’s Outcome-Based Pricing: Strategic Masterstroke or Defensive Scramble Against AI Seat Compression?
Salesforce’s Q2 earnings show how AI agents are forcing a shift from seat licenses to outcome-based pricing for enterprise CX buyers.
Rob Wilkinson · 27 Aug 2026
TTEC Digital Lands First Agentforce Contact Center Go-Live
TTEC Digital completes the first live Salesforce Agentforce Contact Center deployment with Compass, showing agentic AI’s CX potential.
Rob Wilkinson · 26 Aug 2026
Is the Standalone Contact Center Dead? Why Zoom’s Q2 Signals a Vendor Purge
Zoom’s Q2 results suggest CX buyers are rethinking standalone contact centers as AI, UCaaS, CCaaS, and employee experience converge.
Rob Wilkinson · 26 Aug 2026
The Future of CX Isn’t AI. It’s Humans
In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET , and Tena Curic, Senior Customer Success Manager at UJET,...
Rob Wilkinson · 25 Aug 2026
ServiceNow, Salesforce, and Synthflow expose the operational issues behind agentic CX
ServiceNow, Salesforce, and Synthflow show why CX AI now demands new workforce planning, resolution metrics, and agent governance.
Rob Wilkinson · 24 Aug 2026
What AI Needs to Actually Be Useful in a Contact Center
Contact center AI is only as useful as the environment it works inside. That may sound obvious, but it is where many AI projects start to fail. Leaders inves...
Rob Wilkinson · 20 Aug 2026
The CRM Trap: Why Most Contact Centers Are Paying for Integrations That Don't Actually Work
Many contact centers have CRM integrations that technically work, but still fail the people who use them every day. That distinction matters because agents a...
Rob Wilkinson · 13 Aug 2026
Zendesk: Your AI Is Only as Good as Your Knowledge
AI-ready knowledge is becoming one of the biggest tests of whether customer service teams can scale AI safely. Many organizations are still most interested i...
Rob Wilkinson · 12 Aug 2026
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience...
Rob Wilkinson · 6 Aug 2026
Zendesk Explain Why The App Sidebar Is Dead
AI is forcing a rethink of the agent workspace. As service organizations move from simple copilots to autonomous AI agents, the old model of tabs, side panel...
Rob Wilkinson · 5 Aug 2026
Amazon’s Q2 Earnings Expose the Hidden AI Cost Crisis Crippling Enterprise CX
Amazon's Q2 earnings reveal a shift to autonomous AI agents and expose the hidden inference costs crippling enterprise customer experience strategies.
Rob Wilkinson · 3 Aug 2026
From SaaS to Agents-as-a-Service: Microsoft’s Aims to Redefine the CX Tech Stack
Microsoft’s Q4 earnings show CX tech shifting from SaaS seats to autonomous AI agents, usage-based billing, and agent-first workflows.
Rob Wilkinson · 30 Jul 2026
ServiceNow on the CX Shift Legacy CRM Can’t Handle
Rob Wilkinson speaks with Mark Ashton, VP Solution Consulting CRM, EMEA at ServiceNow , about why traditional CRM is no longer enough for modern customer exp...
Rob Wilkinson · 29 Jul 2026
Zendesk on the Rise of the Agent System and the New Roles Reshaping Customer Service
In this CX Today interview, Rob Wilkinson speaks with Hannah Deveney, Senior Director, Product Management at Zendesk , about the rise of the agent system and...
Rob Wilkinson · 29 Jul 2026
Why NiCE Thinks the Future of Customer Experience Is Orchestrated
The market is moving past isolated AI pilots and into a tougher phase where customer experience leaders have to rethink the operating model itself. I arrived...
Rob Wilkinson · 28 Jul 2026
The CX AI Risk Most Teams Still Cannot See
Gartner, CallMiner, and ServiceNow reveal why CX leaders need a stronger operating model for AI agents, customer automation, and AI risk.
Rob Wilkinson · 28 Jul 2026
HubSpot Takes Aim at AI Agent Sprawl
HubSpot launches Agent Hub and Agent Builder to help CX, sales, and marketing teams manage AI agents with shared CRM context.
Rob Wilkinson · 27 Jul 2026