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
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
AI Behind Critical Moments: How Automation and Humans Work Together
When disruption strikes, customer service can become mission-critical in minutes. Content Guru’s AI Product Director Rhys Harris explains how AI can manage surging demand, provide proactive updates, and strengthen human support when urgency, complexity or vulnerability requires a fast response
Nicole Willing · 30 Oct 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
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
Why Voice AI on Microsoft Teams Is Harder Than It Looks
Many organizations now use Microsoft Teams as a central employee workspace, making it an increasingly important part of their customer service technology strategy. Heedify’s Mefteh Werghemmi explains why Voice AI must hand customers to human agents with full context intact
Francesca Roche · 27 Oct 2026
Board Pressure vs Frontline Reality: Fixing Stalled CX AI Plans
Boards want fast AI wins, but rushed customer-facing automation can frustrate customers and unsettle agents. QContact’s Stephen Butler-Emmett explains why back-office use cases such as QA, agent assist and demand analysis offer a safer, more measurable place to start
Nicole Willing · 27 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
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
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
The Cost of Measuring CX AI by Efficiency Alone
As AI becomes a bigger part of customer service, efficiency is a key measure of its business value. But lower costs, fewer contacts, and faster interactions do not always show whether customers received the help they needed, or whether the journey improved
Francesca Roche · 22 Oct 2026
Touchless Resolution: 5 Steps to Turn AI Pilots into Outcomes
A successful AI pilot proves very little. Tata Communications’ Gaurav Anand explains why touchless resolution depends on repeatable operating models, not isolated use cases, and sets out five steps to handle exceptions, preserve customer context, and scale AI across the enterprise
Rhys Fisher · 20 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
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
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 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
Is Contact Center AI for Augmentation Missing the Opportunity?
89% of contact center leaders expect humans to remain central to customer support. So why are employee training and workforce readiness consistently ranked as the lowest priorities in AI investment decisions? The gap between stated intention and operational reality is striking.
Rhys Fisher · 13 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 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 Customer Service AI Needs a Post-Launch Operating Model
Parloa's Csaba Tamas tells CX Today that launching an AI agent is only stage one. Business teams need practical control after go-live, treating agents like employees who need coaching, feedback and constant fine-tuning to stay aligned with the business
Nicole Willing · 9 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 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
World CX Day: Five CX Lessons Beyond the AI Hype in 2026
AI has dominated customer experience conversations this year, but the interviews that stood out pointed to a tougher reality. Better CX will depend on governance, context, trust, employee confidence, and whether automation actually helps customers reach a meaningful outcome.
Rhys Fisher · 6 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
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
AI Agents Need Active Management, Not a One-Time Build
Deploying an AI agent isn't the finish line. Parloa's Csaba Tamas tells CX Today why customer service leaders need active operators, faster feedback loops and sharper testing once agents go live, or risk letting them quietly drift from the business they serve
Nicole Willing · 2 Oct 2026
WebexOne 2026: Cisco Brings AI Collaboration to Austin
Cisco will host WebexOne in Austin from 5–8 October 2026, bringing together collaboration, CX and IT leaders. Sessions will cover AI-powered collaboration, Webex Calling, contact centres, workplace technology, security and deployment, with customer speakers from AMD, Airlines, RBC and more
Marcus Law · 1 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
What To Expect at CCW Nashville 2026: AI, CX, and More
CCW Nashville returns to the Omni Nashville on October 7-9 with a program built around a tougher CX question: not whether AI can transform service, but how leaders can prove it improves outcomes without weakening trust, knowledge quality, or agent experience.
Sophie Wilson · 30 Sept 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
Five Steps to Audit the Hidden AI Already Inside Your Contact Center
Most AI risk never looks like AI - it's already embedded in the contact centre tools agents use daily. TTEC Digital's Amit Namjoshi outlines five steps CX leaders can take to uncover hidden AI, classify its risk, assign ownership and build lasting governance
Nicole Willing · 29 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
Why AI Can Be Right and Still Get CX Wrong
Discover how human oversight can strengthen AI service performance beyond basic resolution-rate measurement.
Francesca Roche · 23 Sept 2026
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
Frontier AI Slowdown Debate: What It Means for CX Leaders
As Altman, Musk, and Amodei call for slower frontier AI development, CX leaders face new questions on governance and trust.
Sophie Wilson · 17 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
Round Up: Why Governing Enterprise AI Has Become a High-Stakes Challenge
Silicon Valley debates an AI development slowdown while Salesforce launches new enterprise AI governance tools at Dreamforce.
Lily Jemmett · 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
How Customer Experience Platforms Are Becoming AI Orchestrators
The language around customer data is changing, with customer data platforms (CDPs) being positioned as foundations for AI-native operations, real-time decisi...
Nicole Willing · 16 Sept 2026
Cresta Puts AI Customer Service in Beast Mode
Cresta’s AI customer service campaign with Marshawn Lynch highlights faster support, better context, and smoother human handoffs.
Sophie Wilson · 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
Altman, Musk, and Amodei Want an AI Slowdown - But Who Benefits?
Altman, Musk and Amodei support an AI slowdown. Is it a genuine safety intervention, or a strategic move by frontier AI leaders?
Sophie Wilson · 15 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
The Human Tempo Gap: What Is It And How Can We Overcome It?
EY’s Patricia Camden explains the human tempo gap and how CX leaders can build trustworthy, customer-controlled AI experiences.
Francesca Roche · 8 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
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
Genesys Unveils AI Control Plane and Agentic Orchestration Stack at Xperience 2026
Genesys launches its AI Control Plane, Navigator, and Orchestrator to connect AI agents, customer data, and service workflows
Rhys Fisher · 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