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
The Gap Between AI Promise and CX Value
Anshuman Singh, Chief Executive Officer at HGS Europe, explains why AI pilots in CX stall and how AI will reshape customer experience roles.
Nicole Willing · 31 Aug 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
Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast
Zeus Kerravala of ZK Research joins CX Today to discuss which CX vendors are leading on AI, where Avaya stands, and what buyers should watch next.
Rhys Fisher · 31 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
Why You Shouldn't Abandon Reactive Support For Proactive AI
Learn why excessive proactive automation can feel intrusive and how hybrid customer service models can deliver better CX.
Francesca Roche · 28 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
Google Cloud and Verizon Double Down on AI-Powered Customer Experience
Google Cloud and Verizon are expanding Gemini Enterprise to automate customer service, strengthen network operations, and scale enterprise AI
Rhys Fisher · 25 Aug 2026
ServiceNow On Why U.K. AI Maturity Lags Soaring Spend
ServiceNow’s Adam Spearing explains why U.K. AI investment is rising faster than maturity, and how leaders can govern AI safely at scale.
Nicole Willing · 25 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
“Trust Is Broken”: Why AI Shopping Must Prove Its Answers
Learn how trusted data, retrieval controls, and human handoffs can help commerce teams build more reliable AI shopping experiences.
Francesca Roche · 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
AI Complexity Could Become a CX Problem for U.K. Businesses, Research Shows
Freshworks research finds UK IT teams are losing time and AI budget to complexity, and CX teams could feel the impact.
Nicole Willing · 21 Aug 2026
Big CX News from Salesforce, Stripe, OpenAI & Anthropic
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Stripe, OpenAI, Anthropic
Rhys Fisher · 21 Aug 2026
Salesforce Expands Headless 360 to Enable Agentic CX
Salesforce expands Headless 360 with MCP, giving AI agents governed access to customer data and enterprise capabilities.
Francesca Roche · 19 Aug 2026
The Human Tempo Gap: When AI Moves Too Fast
Explore how the human tempo gap can affect AI customer experiences, trust, personalization, and customer control in high-stakes moments.
Francesca Roche · 19 Aug 2026
A Guide to Dreamforce 2026: What CX Leaders Need to Know About Salesforce AI
Dreamforce 2026 puts Salesforce’s Agentforce strategy under the spotlight. Here is what CX leaders should ask about AI, data and service.
Sophie Wilson · 18 Aug 2026
Stripe’s OpenRouter Deal Could Reshape AI Agent Pricing
Stripe’s reported OpenRouter deal could reshape AI agent pricing, usage metering, and cost visibility for contact centers
Rhys Fisher · 17 Aug 2026
“The Train Is Coming”: Retail Loyalty’s AI Wake-Up Call
Nearly 45% of consumers discover products on social media, forcing retailers to rethink loyalty before checkout.
Francesca Roche · 14 Aug 2026