CX Awards 2026 Winners Announced: See The Full List
The CX Awards 2026 winners are here. Judged blind by 25 enterprise leaders and analysts across 21 categories, this year's winners are the platforms, teams and leaders that proved real-world ROI and turned customer experience ambition into measurable business impact
Sean Nolan · 3 Nov 2026
Why CX Needs to Go Back to Basics in the Age of AI
As customers deploy their own AI agents, EY's Laurence Buchanan shares why CX leaders must return to basics: trust, empathy, and a distinctive value proposition. He explains why cost-led AI can backfire and what that means for customer loyalty and lifetime value.
Sean Nolan · 2 Nov 2026
How Agentic Commerce Could Shift Power to Consumers
Agentic commerce could move the start of the shopping journey from retailers and search engines to AI assistants. Joko's Nicolas Salat-Baroux explains how that could shift power to consumers, and why retailers' product data may decide who gets chosen.
Sean Nolan · 29 Oct 2026
How Revenue Teams Can Strengthen Messaging with Buyer Psychology
Pain-led messaging has long been a go-to for sales and marketing teams, but new neuroscience research suggests that it could be time for a refreshed strategy. Allego's Deniz Olcay explains what held buyers' attention and memory longer, and what revenue teams can do with it.
Sean Nolan · 28 Oct 2026
Forrester's 2027 Forecast: AI Shoppers, Rehiring and Trust
Forrester expects one in 20 shoppers to swap browsing for conversations with AI, and CX teams to start rehiring after two years of cuts. Its analysts spoke with CX Today to explain what the 2027 predictions mean for brands trying to earn trust, rather than just automate their way forward.
Sean Nolan · 26 Oct 2026
CX Awards 2026 Finalists Revealed: See The Full Shortlist
The official finalists for the CX Awards 2026 have been revealed. As the market shifts from experimental hype to proven ROI, this exciting shortlist highlights the platforms that are successfully turning customer ambition into measurable business impact.
Sean Nolan · 22 Oct 2026
From Context to Kiosks: 3 Takeaways from Zoomtopia 2026
Zoom used Zoomtopia 2026 to launch a Unified Context Layer, new customer service tools, and wider access for third party AI agents. Together, they show how the company wants conversations to trigger action, and what teams must control before AI takes on more work.
Sean Nolan · 22 Oct 2026
Salesforce's Braze Acquisition Leads Revenue Tech M&A Rush
Salesforce’s planned acquisition of Braze joins deals for Sequence and Tiger Pistol in a significant week for revenue technology M&A. The transactions show vendors buying the data, decisioning, and workflow capabilities needed to respond to customer behavior and act on it in real time.
Sean Nolan · 21 Oct 2026
Introducing Harmony: The New Voice AI Sales Platform from monday.com
Harmony has launched as a new voice AI platform to help sales teams follow up with leads, qualify opportunities, and manage customer conversations at scale. Head of Harmony, Vitali Margolin, explains why the company is betting on specialized models rather than general-purpose AI.
Sean Nolan · 19 Oct 2026
How Customer Simulations Turn Research Into Valuable Insight
Customer insight has long been limited by traditional research methods, leaving teams to make decisions with an incomplete picture of their buyers. Gather CEO & Co-Founder Mayank Mehta discusses whether AI simulations can make that insight more immediate, without losing the human perspective.
Sean Nolan · 15 Oct 2026
Why Martech Alignment Matters More Than Features
Tom Kaneshige from the CMO Council explains why feature-rich martech stacks can still underperform. He argues that CMOs must align platforms with the skills, workflows, and adaptability needed to turn investment into measurable value as AI reshapes marketing operations.
Sean Nolan · 14 Oct 2026
3 Consumer Expectations Defining AI in CX This Week
AI is raising customer expectations faster than many CX teams can meet them. New research from Zingtree, NTT DATA and Alchemer shows consumers want speed and convenience, but still expect control, context, and a clear path to human support for complex moments.
Sean Nolan · 13 Oct 2026
How Consumer Attitudes to AI Are Reshaping Contact Centers
NTT DATA surveyed 2,160 consumers and businesses across the UK and Ireland on AI in customer service. Sashen Naidu of NTT Data explains why the findings challenge assumptions and reveal businesses may be more out of step with customer expectations than they realize.
Sean Nolan · 8 Oct 2026
Why Real-Time Personalization Is RevTech's New Battleground
TikTok, OpenAI, and Treasure AI all made moves this week that collapse the time between discovery and action. From shopping agents that remember shopper context to websites that instantly rewrite themselves, personalization is now the centerpiece, not the afterthought.
Sean Nolan · 7 Oct 2026
AI Agents: OpenAI's Big Bet vs. Gartner's Warning Sign
OpenAI just bet big on always-on AI agents capable of running entire projects without supervision. Gartner says most enterprises deploying agentic AI this way will abandon it within two years. We explore these contrasting visions for the future of enterprise agentic AI.
Sean Nolan · 5 Oct 2026
How To Manage an Ecosystem of AI Agents in Your CX Stack
Brian Donohue, VP Product at Fin, tells CX Today how businesses should structure their growing ecosystem of AI agents, from customer-facing bots to internal copilots, without creating new data silos. He also addresses where trust in AI agents is strongest and where it still falls short.
Sean Nolan · 1 Oct 2026
Braze Forge 2026: AI Turns Marketers Into Decision Makers
Braze used its Forge conference in Las Vegas this week to unveil a new wave of AI capabilities, from self-service decisioning to automated campaign. In an exclusive interview, Braze's VP of AI Decisioning Product George Khachatryan tells CX Today where the real shift lies.
Sean Nolan · 30 Sept 2026
Seismic CEO: Merger, Milestones, and The Future of SalesTech
Seismic has completed its merger with Highspot, creating a combined go-to-market performance platform serving millions of users. In this exclusive interview, CEO Rob Tarkoff tells CX Today why execution - not strategy - is where most revenue teams actually fall short.
Sean Nolan · 30 Sept 2026
This Week in AI: 3 CX Gaps That Still Need to Be Solved
Qualtrics, Insider One, and HubSpot all made major CX announcements this week, each claiming to close a gap between what customers expect and what businesses deliver. Closing that promise on paper is very different from proving it holds up once the system is actually running.
Sean Nolan · 28 Sept 2026
How Dr. Martens Kicked Its CX Strategy Into Gear
At Dreamforce 2026, Graham Calder, Chief Technology and AI Officer at Dr. Martens, spoke with CX Today about how the iconic shoe store rebuilt its customer care stack to balance faster service with the human touch customers expect. He also discussed the new training strategy for human agents.
Sean Nolan · 24 Sept 2026
CX Awards 2026 Spotlight: The Engagement & Advocacy Layer
Explore the CX Awards Engagement & Advocacy layer. Celebrate marketing alignment, community platforms, and employee advocacy.
Sean Nolan · 23 Sept 2026
CX Awards 2026 Spotlight: The Enterprise Impact Layer
Explore the CX Awards Enterprise Impact layer. See what judges look for in CX innovation, AI deployment, and the CX Team of the Year.
Sean Nolan · 9 Sept 2026
CX Awards 2026 Spotlight: Introducing The Trust Layer
Explore the CX Awards Trust layer. See what judges look for in the best customer data platforms, privacy solutions, and CX infrastructure.
Sean Nolan · 7 Sept 2026
What Wunderkind and Cordial's New Partnership Means for Cross-Channel Personalization
Wunderkind and Cordial integrate AI decisioning and cross-channel personalization to convert anonymous traffic into revenue.
Sean Nolan · 19 Aug 2026
CX Awards 2026: Judging Panel Announced
The CX Awards 2026 judging panel is confirmed. Meet our Chair of Judges, discover what the panel looks for, and view key entry deadlines.
Sean Nolan · 19 Aug 2026
What Elastic and OpenAI's New Partnership Means for CX Service Management
Elastic and OpenAI expand their partnership to boost service resilience. This is what it means for CX infrastructure and observability.
Sean Nolan · 12 Aug 2026
From Account Signals to Pipeline: How Demandbase Puts ABX Into Action
See how Demandbase's ABX approach helped CyberArk boost close rates 4x and SAP Concur accelerate funnel velocity 4x with account intelligence.
Sean Nolan · 3 Aug 2026
Your Martech Stack Isn't Driving Growth - It's Making Revenue Performance Impossible to Diagnose
Master martech stack optimization. Reduce enterprise martech complexity to improve marketing technology ROI and revenue performance tracking.
Sean Nolan · 29 Jun 2026
Do You Lose More Customers From Bad Recovery Than From the Original Failure?
Discover how poor CX service recovery drives more customer churn than original failures and how to build a stronger support recovery process.
Sean Nolan · 26 Jun 2026
How to Improve Contact Center Agent Efficiency with AI: A 2026 Evaluation Guide
Six AI capabilities that measurably improve contact center agent efficiency in 2026 - with benchmarks, expert quotes, and buyer evaluation.
Sean Nolan · 24 Jun 2026
What to Look for When Purchasing Contact Center Software: The 2026 Buyer's Guide
Evaluating contact center software in 2026? This buyer's guide covers the seven criteria that matter most, including key AI capabilities.
Sean Nolan · 24 Jun 2026
Is Your Revenue Engine Breaking at the Exact Moment Marketing Hands Over to Sales?
Master marketing sales alignment today. Improve the lead handoff process and revenue operations strategy to stop losing valuable deals.
Sean Nolan · 22 Jun 2026
How Fragmented Service Delivery Breaks Customer Journeys Even When Every System Works
Discover how service delivery fragmentation causes a customer journey breakdown and why a CX orchestration strategy is essential for success.
Sean Nolan · 19 Jun 2026
From Technical Win to Budget Approval: Making CX Purchases CFO-Ready
Techtelligence data shows finance-framed tech content earns 2.6x reach. Learn how IT leaders build a CFO-ready business case & CX ROI model.
Sean Nolan · 18 Jun 2026
How to Remove The Hidden Friction In Your Sales Cycle That Slows Deals Down
Master sales cycle optimization today. Learn how a strong deal velocity strategy and sales process efficiency accelerate revenue growth.
Sean Nolan · 15 Jun 2026
Why Can’t You See CX Problems Until Customers Complain About Them?
Discover why system metrics fail and how a CX visibility strategy with real time customer monitoring improves service performance visibility.
Sean Nolan · 12 Jun 2026
Inflight Wi-Fi Sucks vs Airline Food - Starlink Might Be Rewriting That Story With This Week's SpaceX IPO
Inflight WIFI is on the CX ascendancy. Here's which airlines have Starlink, what speeds to expect, and what it means for CX leaders.
Sean Nolan · 11 Jun 2026
AI Agent vs Chatbot: Why Your AI Messaging Needs an Upgrade
Techtelligence data shows "AI Agent" content gets 2.9x more reach than "Chatbot." Learn why adapting to this AI terminology shift is critical
Sean Nolan · 11 Jun 2026
Gartner Data: 49% of U.S. Consumers Say AI Has Made Content Quality Worse
Increasingly consumers believe AI makes content worse. Explore how CMOs can combat AI-driven content skepticism and marketing fatigue.
Sean Nolan · 10 Jun 2026
TELUS Digital: Two Thirds Of Enterprises Are Deploying AI Without Safety Nets
New TELUS Digital research reveals that 68% of companies lack automated QA, creating an enterprise AI performance gap in the contact center.
Sean Nolan · 8 Jun 2026
Why Does Your Attribution Model Always Credit the Wrong Channel?
Discover why marketing attribution models fail. Improve your multi-touch attribution and customer journey attribution for better spending.
Sean Nolan · 8 Jun 2026
Your Customer Experience Isn’t Breaking - It’s Quietly Getting Worse Every Single Day
Discover why your service is quietly failing. Learn how customer experience monitoring stops gradual decline and protects your brand.
Sean Nolan · 4 Jun 2026
Your Demand Gen Engine Isn't Broken - It's Flooding Sales With Leads That Will Never Convert
Improve your demand generation strategy today. Master pipeline quality optimization and win the lead quality vs volume battle for better ROI.
Sean Nolan · 1 Jun 2026
The Martech and SalesTech Buying Framework That Filters Out Hype and Finds Real Revenue Impact
Discover a proven martech buying framework. Improve your sales tech evaluation strategy to drive real marketing and sales tools ROI today.
Sean Nolan · 29 May 2026
Is Your Service Management Strategy Just Reacting Faster to Problems Instead of Preventing Them?
Discover why faster incident response fails and how a proactive CX service management strategy prevents issues before they impact customers.
Sean Nolan · 28 May 2026
The Activation Gap: Why 78% of Martech Stacks Fail to Support Business Goals
A new 2026 report reveals why 78% of leaders struggle with martech stack ROI. Discover how to close the activation gap and generate value.
Sean Nolan · 28 May 2026
Why Brand Trust Matters More When AI Makes the Purchases
New research reveals how AI shopping behavior is changing retail. Discover why ecommerce brand trust is critical in 2026.
Sean Nolan · 27 May 2026
Vector Just Raised $10M to Augment Marketers, Not Replace Them
Vector secures a $10M Series A to build an AI layer for contact-level advertising. Discover how marketers support B2B audience targeting.
Sean Nolan · 26 May 2026
Is Your Sales Technology Stack Slowing Deals Down Instead of Accelerating Them?
Maximize your sales tech stack efficiency today. Learn how deal velocity optimization and sales process automation accelerate revenue.
Sean Nolan · 22 May 2026
How to Build a Connectivity Layer That Protects Customer Experience From System Fragility
Learn how a resilient CX connectivity architecture and service continuity strategy protect customer experience resilience during outages.
Sean Nolan · 21 May 2026
69% of Buyers Rely on Reps to Validate AI - The Paradoxical State of Sales Technology
Gartner data reveals 69% of B2B buyers use reps to validate AI insights. Learn how to redesign AI sales technology workflows to drive growth.
Sean Nolan · 21 May 2026
How to Build a Revenue Engine That Aligns Marketing and Sales Instead of Forcing Them Together
Master your marketing sales alignment strategy. Build a strong revenue operations model to improve sales and marketing integration today.
Sean Nolan · 15 May 2026
Why Does Your CX Break Only When Customers Need It Most?
Discover why CX systems fail at peak demand and how a customer experience uptime strategy protects service reliability when it matters most.
Sean Nolan · 14 May 2026
Why Does Your Network Look Healthy While Customer Experience Is Quietly Degrading?
Your network can look healthy while CX degrades. See how connectivity performance gaps and network latency impact customer interactions.
Sean Nolan · 12 May 2026
5 Findings From 6sense's BDR Report That Every Sales Leader Should See
New research on modern salestech found that AI adoption is near-universal - but the way most reps use it has no impact on quota.
Sean Nolan · 12 May 2026
Why Does Your Personalization Strategy Feel Irrelevant to the Customers It Targets?
Fix personalization strategy failure by improving customer intent modelling, real time personalization, and contextual marketing.
Sean Nolan · 8 May 2026
Your Customer Experience Isn’t Failing - It’s Timing Out in Places You Don’t Monitor
Improve real time CX responsiveness by monitoring latency across integrations and key journeys instead of relying on uptime metrics alone.
Sean Nolan · 7 May 2026
Your CX Isn’t Breaking Randomly - It’s Failing at the Exact Points You Can’t See
CX observability gaps make outages look random. Learn how service path visibility, end-to-end CX monitoring, and service dependency mapping.
Sean Nolan · 5 May 2026
Your Martech Stack Isn’t Driving Growth - It’s Hiding Why Pipeline Quality Is Declining
Martech stack performance can look strong while pipeline quality declines. Learn pipeline quality optimization & marketing technology ROI.
Sean Nolan · 1 May 2026
What Liverpool FC's SAS Partnership Tells Us About AI-Powered Fan Engagement
Liverpool FC's multiyear SAS partnership is a case study in AI-powered fan engagement. Here's what IT leaders evaluating martech can learn.
Sean Nolan · 29 Apr 2026