the beat

CX Intelligence

Customer Analytics & Intelligence

96% of Your Shoppers Still Aren’t Staying Loyal

Quickfire Digital research shows that 96% of UK consumers are open to brand loyalty, but retailers may be prioritizing discounts over the journeys that earn repeat business. Batra Group and Quickfire Digital explain why delivery, returns, and product discovery now shape retention.

Francesca Roche · 12 Nov 2026

Marketers Have Months Left to Spot Human Intent

AI agents are moving from simple assistants to tools that can research, compare, and potentially buy for consumers. As their use grows, marketers may struggle to tell whether clicks, traffic, and product views represent human intent or automated activity.

Francesca Roche · 8 Oct 2026

Interview

SAP Launches Autonomous CX AI Assistants at Connect 2026

SAP launches Autonomous CX assistants to connect marketing, commerce, sales, and service workflows with business data and customer context, designed to reduce CX friction. The launch comes as an index reveals 35% of consumers prefer AI recommendations to advice from friends and family.

Francesca Roche · 6 Oct 2026

Interview

Only 6% Trust AI Suggestions to Make the Final Purchase Call

Only 6% of shoppers would buy from an unfamiliar brand on an AI recommendation alone, Bazaarvoice research finds. Retail analyst and podcast host Kiri Masters explains why reviews, customer photos, and videos remain essential trust signals in AI-led shopping journeys.

Francesca Roche · 2 Oct 2026

Interview

Your Enterprise May Have a Decision-Making Problem

TheyDo research shows AI is making enterprise decisions faster and more confident, but 38% of leaders report unintended CX problems. Discover why connected customer context, traceable recommendations, and decision quality are essential to protect trust.

Francesca Roche · 28 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

Interview

Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It

Givens and Kara explain why end-to-end journey visibility keeps failing, and why buying more AI before fixing the foundations won't help.

Rhys Fisher · 13 Aug 2026

Interview

Your Shoppers Are Rethinking Fast Fashion, What Now?

Retail shoppers demand quality and easy recovery when issues arise. Explore the CX changes brands need to make.

Francesca Roche · 4 Aug 2026

Interview

Why “How Was Your Flight?” Now Defines Airline Loyalty

Explore why airline customer experience is becoming a defining factor in passenger loyalty and repeat bookings.

Francesca Roche · 21 Jul 2026

Death of the Survey Link: The Future of Customer Feedback Is Conversational

Are traditional survey links dead? With response rates at historic lows, the answer might be yes. In this episode, Rob Scott sits down with Sprinklr’s Sonal ...

Rob Scott · 8 Jul 2026

Interview

Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment

Jeannie Walters and Dr. Alyona Medelyan analyze nearly 2,000 airline reviews to reveal why airline CX breaks down.

Rhys Fisher · 2 Jul 2026

Interview

The Way You're Measuring CX AI ROI Is Broken

Why ticket deflection is a flawed measure of CX AI ROI and what outcome-based metrics actually look like in practice.

Rhys Fisher · 19 Jun 2026

Interview

Retail CX Is Up, But Consistency Is the Real Battleground

Retail customer satisfaction is rising, but inconsistency across peak hours and stores continues to undermine CX performance.

Francesca Roche · 7 May 2026

Interview

Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse

Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it

Rhys Fisher · 16 Apr 2026

Interview

Why Your CX Strategy Is Failing Your Business – And What to Do About It

Jeannie Walters joins CX Today to discuss her new book, Experience Is Everything, and why most companies are treating CX as a buzzword.

Rhys Fisher · 13 Apr 2026

From Feedback to Financial Impact – The ROI of Unified Experience Management

Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG , to break down how Unified Experience Management is turning data int...

Rob Scott · 1 Dec 2025

How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses

Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy , to unpack how the world of Quality Assurance (QA) is being redefined by AI and con...

Rhys Fisher · 6 Nov 2025

Miratech on AI Mayhem: Five Big Mistakes Companies Are Making with AI

CX Today talks with Miratech's Erik Delorey about the costly mistakes companies keep making with AI, and what CX leaders should watch for before their next rollout.

Rhys Fisher · 19 Aug 2025

Puzzel on AI's Goldmine: Unlocking Real Contact Center Value with Conversational Intelligence

CX Today's Rhys Fisher talks with Puzzel's Jesper Jønsson about how conversational intelligence turns everyday contact center conversations into real business value.

Rhys Fisher · 6 Aug 2025

The Next Generation Virtual Agent: An Inside Look

Watch on YouTube. CX Today’s Charlie Mitchell hosts Jodi Reuven, a Senior Product Marketing Manager at Zoom. The duo presents a deep dive into Zoom’s next-ge...

Charlie Mitchell · 26 Jun 2025

The Current State of Customer Service: A Breakdown

This year, NiCE surveyed 12,000+ consumers and 270 C-suite leaders from enterprise companies. In doing so, the company uncovered many intriguing insights int...

Charlie Mitchell · 11 Jun 2025

Can You Distinguish Between This AI Voice Agent and a Real Person?

Ever wondered if you’re speaking to a real person or an AI-powered voice agent? In this exclusive interview, we sit down with Nikola Mrkšić, CEO of PolyAI to...

Floyd March · 3 Jun 2025

Past Lessons, Future Focus: Navigating the AI Revolution with Content Guru

WATCH ON YOUTUBE As AI continues to transform customer experience, Content Guru is taking a unique approach by looking both backward and forward. In this exc...

Susie Harrison · 22 Apr 2025

From CX 2025 to 2026: Consumer Insights and the Trends That Will Define the Year Ahead

What if the secret to CX success in 2026 isn’t more automation — but better orchestration between AI and people? In this exclusive interview hosted by Rob Sc...

Rob Scott · 8 Jan 2025

Customer Research Strategy that Delivers Optimal Customer Experiences

Watch on YouTube CX Today's Susie Harrison hosts Rema Nasif, Managing Director of Strategy at OneMagnify . In this session, we discuss: What's top of mind fo...

Susie Harrison · 9 Oct 2024

Interview

Proactive & Predictive Customer Support: How Lenovo Achieved It (CX Trends)

Watch on YouTube. CX Today's Charlie Mitchell hosts Rebecca Achariyakosol, Executive Director of Global Product Services Strategy, Portfolio & Product Manage...

Charlie Mitchell · 1 Jul 2024

Interview

Conversational Intelligence: Uncovering Insights for Better CX Outcomes - #CXTrends24

Watch on YouTube. CX Today's Susie Harrison talks to Peter Isaacson, CMO of Invoca . The video forms part of our Big CX Trends series, where we deep dive int...

Susie Harrison · 1 Jul 2024

evaluagent Unveils Its Predictive NPS Score (Big CX Update 2024)

Watch on YouTube. CX Today's Susie Harrison talks to Ben Cave, Product Director at evaluagent , for the latest in our Big CX Update series. The video forms p...

Susie Harrison · 1 Jul 2024

Intermedia Rethinks Contact Center Sentiment Analysis, Discusses Its Roadmap (Big CX Update 2024)

Watch on YouTube. CX Today's Charlie Mitchell hosts Robert Oscanyon, Senior Director of Product Marketing for CCaaS at Intermedia. The video forms part of ou...

Charlie Mitchell · 1 Jul 2024

Interview

Optimizing Patient Outcomes Through CX Data Analysis w/ Arkansas Foundation for Medical Care

CX Today's Charlie Mitchell hosts Nathan Ray, SVP of Business Operations at Arkansas Foundation for Medical Care (AFMC). Broadcast from CCW 2024 in Las Vegas...

Charlie Mitchell · 7 Jun 2024

limehome Embraces Experience-Led Growth, Hikes Its NPS Rate By 22%

Watch on YouTube. limehome's lifted its NPS score by an impressive 22 percent after embracing an experience-led growth strategy. To dive deeper into how the ...

Charlie Mitchell · 15 May 2024

Generative AI In Conversational Analytics: A Demo & Discussion

Watch on YouTube. CX Today's Charlie Mitchell introduces a demo of how GenAI is augmenting conversational intelligence solutions. He then speaks to John Orti...

Charlie Mitchell · 12 Mar 2024

Voice 2.0 and the Rise of Intelligent Voice in CX

Watch on YouTube. Discover the exciting frontier of Voice 2.0 and the rise of Intelligent Customer Experience (CX) in our recent webinar. Join Rob Scott from...

Rob Scott · 16 Jan 2024

Interview

Heineken Introduces Its Customer-Centric Approach and Data Strategy

Watch on YouTube. CX Today's Charlie Mitchell hosts Lalo Luna, Global Strategy & Insights Leader at The HEINEKEN Company . We consider Heineken's evergreen s...

Charlie Mitchell · 31 Jul 2023

Interview

AI-Enabled Analytics – Picking Insights That Matter

Watch on YouTube CX Today's David Dungay hosts Zac Sprackett, Chief Product Officer, SugarCRM as part of our CX Trends series. During this session, we discus...

David Dungay · 10 Jul 2023

Interview

Big CX Update: MiaRec

Watch on YouTube. Tatiana Polyakova, COO of MiaRec , joins Kieran Devlin of CX Today for the latest session in our Big CX Update series. Polyakova provides a...

Kieran Devlin · 10 Jul 2023

Interview

Big CX Update with Sabio

Watch on YouTube In this video for our Big CX Update Series, CX Today's Charlie Mitchell talks to Tom Mullen, Chief Product Officer at Sabio . During the ses...

Charlie Mitchell · 10 Jul 2023

Topic & Sentiment Analysis In the Contact Center: Definitions, Use Cases, & Benefits

Watch on YouTube. CX Today's Charlie Mitchell hosts John Ortiz, Technology Sales Manager at MiaRec. We consider the topic and sentiment analysis in the conta...

Charlie Mitchell · 22 Jun 2023

5 Value-Adding Conversational Intelligence Use Cases for Contact Centers

Watch on YouTube. CX Today's Charlie Mitchell hosts Tatiana Polyakova, Chief Operating Officer at MiaRec . We discuss five contact center use cases for conve...

Charlie Mitchell · 15 Jun 2023

Feature

Assessing the Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023

Watch on YouTube. CX Today's Charlie Mitchell hosts Bradley Metrock, Founder & CEO of Project Voice 2023. In this session, we evaluate the Gartner Magic Quad...

Charlie Mitchell · 21 Mar 2023

The Wrong and Right Ways to Implement Voice Automation

Watch on YouTube . Patrice Mattez and Peter Broeckx of AudioCodes join CX Today's Charlie Mitchell to discuss how businesses can better implement voice autom...

Charlie Mitchell · 29 Nov 2022

Interview

The 2022 Global Consumer Trends Report with Bruce Temkin

In this session, we discuss the following four trends, uncovered within The 2022 Global Consumer Trends Report: Customers have had enough, and they are willi...

Charlie Mitchell · 11 Aug 2022

10 Speech Analytics Use Cases for the Contact Centre and Beyond

Watch on YouTube . CX Today's Charlie Mitchell hosts Andrew White, CEO, Contexta360 . In this session we introduce the following speech analytics trends: 1) ...

Charlie Mitchell · 23 Feb 2022

Interview

Protecting Customer Data in the Face of Cyberattacks

Watch on YouTube. In this session we discuss the following: What companies can do to protect themselves from ransomware and malware attacks How well-equipped...

William Smith · 22 Dec 2021

CallMiner: Conversation Analytics Platform & Fall Release News

Watch on YouTube . In this session we discuss the following: An introduction to CallMiner's conversation analytics platform The top key updates that were inc...

Carly Read · 2 Nov 2021

Enghouse Interactive's Top CX Tips for National Customer Service Week

CX Today's Carly Read hosts Jeremy Payne, International VP at Enghouse Interactive . In this session we discuss the following: Top tips for businesses for Na...

Carly Read · 4 Oct 2021

CallMiner's Eureka Platform and Managing Cross-Channel Conversations

Watch on YouTube . In this session we discuss the following: Introduction to the CallMiner Eureka Platform The key is to managing customer conversations acro...

Carly Read · 7 Jun 2021

Interview

Automating Conversations in CX

Watch on YouTube. In this session we discuss the following: Why it’s so important for businesses to automate conversations in CX How predictive and real-time...

Carly Read · 12 Apr 2021

Interview

How Speech Recognition is Accelerating the Enterprise

Watch and subscribe on YouTube . In this session we discuss the following: How mobile technology is influencing customer expectations of interactions with se...

Clare Muscutt · 23 Oct 2020

The Future of Interactions Analytics is Here

UC Today's Rob Scott hosts Jonathan Wax, Vice President of EMEA for NICE Nexidia to discuss how can AI assist quality assurance in a contact centre environment

Rob Scott · 26 May 2020

Interview

Omni-Channel Analytics - Data Driven CX

UC Today's Rob Scott hosts Anand Janefalkar, CEO and Founder at UJET to discuss the challenges for CX leaders today, in an omni-channel world

Rob Scott · 20 May 2020

Speech Recognition can Save the Contact Centre

Watch and subscribe on YouTube . Rob Scott hosts Jeff Palmer, VP of Sales at Speechmatics and Mark Summerson, VP of API Partners at Vonage . In this session ...

Rob Scott · 3 Apr 2020

Red Box and Tethr Announce New Partnership

Tethr, one of the leading providers of cloud-based conversation analytics, recently announced their partnership with Red Box, a leading voice specialist. Tet...

Rebekah Carter · 3 Jul 2019

Explainer

Cisco vs. Microsoft - Which Team are you on?

In my recent article I talked about the future of Unified Communications and the concept of UC 3.0 , I talked about a refreshed framework for comparing unifi...

Rob Scott · 17 May 2019

Reading Between the Lines of Your Conversations - Explaining Kono

Kono is your AI-powered virtual assistant, integrated with Slack, Office 365, and Google. Just cc-in Kono on your conversations.

Rob Scott · 23 Oct 2018

Brandsnamed in this beat

Quickfire DigitalBatra GroupQualtricsPegaSupermetricsAcousticBazaarvoiceSprinklrCX CollectiveEffect DigitalTrustpilotSogolytics

Eventson the calendar · full calendar on this beat →

conference20–22 Oct 2027

Customer Contact Week Nashville 2027

Nashville, TN, USA

Customer Management Practice adds a three-day Customer Contact Week in Nashville, October 20-22, 2027, at Music City Center. The official page promises insights on AI adoption, workforce strategy, and measurable CX results, plus live CMP research sessions and a CCWomen Summit.

conference22–25 Mar 2027

Adobe Summit 2027

Las Vegas, USA

Adobe's flagship customer experience conference covering personalization, customer data and AI-driven marketing.

conference13–15 Apr 2027

Google Cloud Next '27

Las Vegas, USA

Google's flagship cloud conference covering AI, data infrastructure and customer service technology built on Google Cloud.