Why Managers are the Missing Link in Enterprise AI Adoption
Organizations are accelerating AI adoption, yet successful transformation depends on more than technology. Managers and frontline teams provide the context, accountability, and empathy needed to improve employee experience without weakening customer relationships.
Francesca Roche · 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
How 8x8, Intradiem and Totalmobile are Enhancing Workforce Customers
This week’s WFM roundup examines how 8x8 customers are moving beyond spreadsheet planning, why Intradiem is connecting live intelligence to real-time action, and how Staffordshire Police is using Totalmobile to create a more joined-up approach to workforce rostering.
Francesca Roche · 19 Oct 2026
The Hidden Cost of Manual Contact Center Scheduling
8x8’s WFM customer base grew by more than 170% since November 2025 as contact centres seek simpler alternatives to spreadsheet-led planning. Lisa Orford explains why AI is changing the work agents handle, and why workforce, quality, and coaching data must increasingly work together.
Francesca Roche · 16 Oct 2026
Redesign Not Replace: How to Prepare Your Frontline Team Successfully
SAP’s workforce AI developments and IKEA’s agent-reskilling model reveal a wider CX shift. Today, automation is taking on more routine work, while WFM leaders must build the skills, governance, and capacity plans needed to protect service and grow value.
Francesca Roche · 12 Oct 2026
How Thames Valley Police Is Using AI to Flag Vulnerability
Thames Valley Police and Hampshire and Isle of Wight Constabulary say their AI agent, Bobbi, now automates around 75% of public contacts, but the real test is making sure the right 25%, the vulnerable and high-harm cases, reach a human operator on the 24/7 digital desk
Rob Scott · 5 Oct 2026
Why Should You Redesign Work Before Restructuring Teams?
This week’s developments show why workforce planning must connect automation, employee capacity, governance, and customer service outcomes. CX organizations need to understand which work disappears, which moves to AI, and which still requires human judgment.
Francesca Roche · 5 Oct 2026
Employee Experience Is the New WFM Battleground
From conversational hiring to AI readiness, this week’s WFM news highlights the changing employee experience technology landscape.
Francesca Roche · 28 Sept 2026
Why WFM Leaders Need to Measure AI-Enabled Work
Discover why AI adoption, workforce visibility, continuous coaching, and customer intelligence now matter more to WFM leaders.
Francesca Roche · 17 Sept 2026
WEM Is Entering the Era of Human-AI Workforce Orchestration
From Wipro’s 20,000 employee workforce redesign to Microsoft’s new WEM tools, AI is reshaping how businesses manage their capacity.
Francesca Roche · 11 Sept 2026
Why AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting
Ty Givens, Founder and CEO at CX Collective, explains how Quality as a Service helps support teams improve QA, coaching, and customer experience.
Rhys Fisher · 28 Aug 2026
Is Microsoft’s AI Workforce Forecasting Enough for Contact Centers?
Microsoft AI workforce forecasting brings human and AI capacity planning together. But can its WEM stack improve contact center CX?
Rhys Fisher · 19 Aug 2026
Has ServiceNow’s Autonomous Workforce Changed the CX Staffing Equation?
ServiceNow Autonomous Workforce is reshaping CX staffing, forcing contact centers to manage AI capacity, escalations, and agent workloads.
Rhys Fisher · 18 Aug 2026
The 98% Visibility Gap Reshaping Workforce Engagement
Explore how conversational intelligence can uncover hidden customer friction and move WFM beyond sample-based quality assurance.
Francesca Roche · 11 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
Why Forrester Believes Employee Experience Drives Better Customer Outcomes
Forrester's latest TX Score update aims to encourages CX leaders to prioritize employee experience ahead of seasonal customer demand.
Francesca Roche · 4 Aug 2026
Why Burnout Is a Scheduling Problem, Not a Motivation Problem
Burnout remains a persistent challenge for modern workforces, yet continues to be misdiagnosed as a personal resilience issue. With the problem running deepe...
Francesca Roche · 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
Stop Chasing Perfect Forecasts. Start Running a Service Team That Can Adapt in Real Time.
Metric Sherpa's Justin Robbins explains why contact centers must abandon static planning and embrace dynamic workforce orchestration to adapt
Justin Robbins · 14 Jul 2026
Always‑On Without Always‑Burned‑Out: The Human Cost of AI‑Led CX
As we explored in Beyond CSAT and AHT: The New Metric Stack for AI-Driven CX , AI is changing the shape of service work. But the pressure on human agents doe...
Rob Wilkinson · 13 Jul 2026
Managing Humans and AI in One Contact Center Was Theory. Salesforce Wants It Operational
Salesforce's launch of native workforce engagement management at CCW Las Vegas was always going to trigger lots of questions. The first story was the announc...
Rob Wilkinson · 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
Microsoft Launches New WEM Quality Assurance Tools
Microsoft's WEM screen recording is powerful. But does it meet GDPR and EU AI Act standards? CX leaders need answers before deploying.
Thomas Walker · 1 Jul 2026
Is Your Workforce Strategy Too Rigid for CX?
Rigid workforce strategies can't handle real customer demand. Learn how to build adaptive capacity without losing operational control
Thomas Walker · 25 Jun 2026
How AI Affects Employees’ Cognitive Abilities
Could your team's AI tools be making them worse at their jobs? We explore the hidden cognitive toll of workplace AI adoption.
Thomas Walker · 23 Jun 2026
CallMiner Puts Human Oversight at the Heart of Real-Time AI Guidance
CallMiner launches agent-initiated AI guidance at CCW Las Vegas, bringing context-aware, transparent support to contact center interactions.
Francesca Roche · 22 Jun 2026
8x8 Expands WEM Push With AI Quality
8x8 is using nearly 3x WFM growth and new AI quality tools to push an integrated WEM strategy inside its CX platform.
Rob Wilkinson · 19 Jun 2026
The Death of the Standalone WFM Tool?
The standalone WFM model is under pressure. Here's what 8x8's pricing move signals for the WEM landscape.
Thomas Walker · 16 Jun 2026
How AI Makes Contact Center Agents Better
Learn how AI augmentation helps contact center agents work faster, smarter, and with greater consistency
Thomas Walker · 15 Jun 2026
Tool Overload is Killing Your Contact Center from the Inside Out
Mitel's Stuart Aldridge on why contact center agents juggling 10-14 tools on a live call is a CX problem, not just an IT one.
Rhys Fisher · 12 Jun 2026
Why Your Most "Engaged" Agents Aren't Your Best Performers
Engaged agents can still underperform. Learn how to align WEM analytics with real contact center outcomes.
Thomas Walker · 11 Jun 2026
The Data CX Leaders Need to Justify Every Agent Experience Investment
Forrester's new EX Index links employee experience quality to customer satisfaction and revenue growth. What does it mean for contact centers?
Rhys Fisher · 9 Jun 2026
Why Workforce Schedules Drift - And How to Build Plans That Keep Up
Static schedules can't match real demand. Learn why WFM accuracy depends on intraday alignment, not weekly planning.
Thomas Walker · 4 Jun 2026
Your Workforce Isn’t Understaffed. It’s Just Losing Hours You Never Track
Workforce shrinkage in the contact center is the real problem most companies are dealing with. Here's how to fight back.
Rebekah Carter · 4 Jun 2026
Centrical Joins The Employee Experience AI Funding Wave, CX Leaders Should Pay Attention
Centrical raised $39M Series D as investors back employee experience AI. What it signals for CX and HR leaders managing frontline AI adoption.
Rob Wilkinson · 3 Jun 2026
The WEM Orchestration Gap No One Is Talking About
IBM's multi-agent AI push exposes a critical gap in WEM: who orchestrates your AI workforce when no one platform owns them all?
Thomas Walker · 2 Jun 2026
WEM Platforms Are Building the AI That Could Make Them Obsolete
WEM vendors are selling the AI that shrinks their own revenue. The per-seat model has a problem it can't ignore.
Thomas Walker · 1 Jun 2026
Why Most Enterprise AI Investments Fail the Operational Test
How CIOs cut through AI hype in WEM: a structured evaluation framework covering integration, governance, and ROI proof.
Thomas Walker · 29 May 2026
Is Your WEM Strategy Quietly Accelerating Agent Burnout?
Learn how WEM monitoring quietly drives agent burnout and what sustainable contact center design actually looks like.
Thomas Walker · 27 May 2026
Supporting Human CX Agents In An AI Era
Danny Wareham, Founder and Lead Psychologist at Firgun, joins CX Today to discuss how contact center leaders can support agents through AI change, avoid costly adoption failures, and unlock hidden value in their CX data.
Rob Wilkinson · 25 May 2026
Assembled Brings MCP to WFM as Contact Centers “Rewire” Around AI
Assembled launched an MCP server for contact center WFM, connecting Claude and ChatGPT to live workforce data for faster reporting and intraday actions.
Rob Wilkinson · 21 May 2026
How to Build a WEM System That Changes Agent Behavior
WEM that only measures performance has limited value. Learn how to build a system that actively changes agent behavior.
Thomas Walker · 20 May 2026
Did Microsoft Just Turn WFM Into the Contact Center’s AI Budget Desk?
Microsoft Dynamics 365 adds AI Credit Estimation so contact centers can forecast AI credit costs alongside demand, signaling a new era for WFM.
Rob Wilkinson · 20 May 2026
Is Cisco Losing Interest in Workforce Engagement?
As Cisco pours billions into AI infrastructure, its Collaboration segment quietly stalls. What does that mean for WEM buyers?
Thomas Walker · 19 May 2026
The Missing Link in AI Adoption? PwC’s Gamification Strategy
3. 85% of AI projects miss their targets. PwC's gamification strategy at 300,000 employees shows how enterprises can close the adoption gap.
Thomas Walker · 18 May 2026
AI Is Leaving the Contact Center - Is Anyone Ready for What Comes Next?
AI-powered workforce engagement management is expanding beyond the contact center into back-office and field service operations.
Thomas Walker · 14 May 2026
Why Are Your Scheduling Optimisations Creating Worse Customer Experiences?
How workforce scheduling optimization harms CX, spikes agent workload, and drives repeat contacts, plus fixes.
Thomas Walker · 13 May 2026
Will AI Replace Your WEM Platform? ServiceNow's President Says No
Can AI agents replace workforce engagement management platforms? ServiceNow's Amit Zavery says no at Knowledge 26.
Thomas Walker · 11 May 2026
Your WEM Strategy Isn’t Improving Engagement. It’s Teaching Agents How to Game the System
Your WEM KPI design is just teaching agents how to game the system. Here's what you should be prioritizing.
Rebekah Carter · 7 May 2026
Your WEM Platform Isn’t Fixing Performance - It’s Just Documenting the Decline in Detail
More KPIs won’t save your contact center. Learn why WEM often becomes passive reporting and how to make it drive real change.
Thomas Walker · 6 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
The AI Layoffs Debate is Far From Over: Salesforce and Gartner Challenge Job Loss Narratives
Salesforce hiring and Gartner data show AI reshaping CX roles while increasing demand for human agents in complex interactions.
Francesca Roche · 29 Apr 2026
The Spreadsheet Problem Hiding Inside Your Workforce Strategy
Over half of HR leaders still rely on spreadsheets for workforce planning. Here's why that's a serious CX problem.
Thomas Walker · 28 Apr 2026
How to Choose Workforce Engagement Platforms That Scale
Find the right contact center workforce software: AI forecasting, workforce analytics tools, coaching workflows, and ROI signals.
Thomas Walker · 27 Apr 2026