Cognigy on CX Today
48 stories · 4 in 2026 · 2 in the last 90 days · 15 sponsored
CX Today coverage mentioning Cognigy, newest first. Sponsored work is identified clearly on each story.
NiCE Wins Big CX AI Deals, But Enterprise Adoption Takes Time
NiCE secured major HMRC and healthcare CX AI deals, but its Q2 call revealed the data, governance, and deployment hurdles facing enterprises.
Rhys Fisher · 4 min read · 6 Aug 2026
Gartner Magic Quadrant for Conversational AI Platforms 2026: The Rundown
Gartner has published its 2026 Magic Quadrant for Conversational AI Platforms. Discover every Leader, Challenger, Visionary, and Niche Player
Rhys Fisher · 9 min read · 15 Jul 2026
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
Openreach's NPS was below zero. Missed appointments were rife. Here's how NiCE Cognigy's proactive AI agents turned that around.
Rhys Fisher · 1 min read · 21 May 2026
Autonomous Agents in CX Must Balance Automation with Brand Safety Before Strategies Scale
Almost every contact center already uses AI to automate routine tasks like password resets and order status checks. But now we’re entering a new era, one def...
Rebekah Carter · 19 min read · 2 Jan 2026
AI Hallucinations Start With Dirty Data: Governing Knowledge for RAG Agents
Learn how AI hallucination can undermine brand trust and the critical role of accurate knowledge bases in AI performance.
Rebekah Carter · 13 min read · 23 Nov 2025Your Measurement Strategy is Missing the Real ROI of Workflow Automation
Are you really getting a clear look at the ROI of workflow automation? Here's what you need to be measuring.
Rebekah Carter · 8 min read · 11 Nov 2025
Smart CX Automation Starts With Smaller Steps: Learn What to Automate First
Build a CX automation strategy that drives ROI and trust. See what to automate first and how AI transforms customer experience.
Rebekah Carter · 11 min read · 31 Oct 2025
Should I Let AI Run My Outbound Contact Center Strategy?
Explore how Customer Service - Contact Center - Strategy - Artificial Intelligence - Agent can drive proactive and personalized engagement.
Charlie Mitchell · 3 min read · 17 Oct 2025
NiCE Closes Cognigy Acquisition to “Redefine the Future” of CX
NiCE has completed its $955MN acquisition of enterprise conversational and agentic AI provider Cognigy. The deal, announced in July , promised to bring Cogni...
Nicole Willing · 3 min read · 8 Sept 2025
6 Helpful Tools to Build AI Agents That Actually Work
CX Today and Cognigy share six essential tools for building AI agents that actually understand customer intent instead of adding friction and frustration.
Charlie Mitchell · 5 min read · 26 Aug 2025
Gartner Magic Quadrant for Conversational AI Platforms 2025: The Rundown
Gartner has dropped its first Magic Quadrant study into the Conversational AI space in over two years. The report, previously known as the "Gartner Magic Qua...
Charlie Mitchell · 11 min read · 19 Aug 2025
The Opus Research Conversational AI / Self-Service Intelliview 2025: Top Takeaways
The Opus Research Intelliview is a coveted market report that informs enterprise conversational AI / self-service buying decisions. Like similar market studi...
Charlie Mitchell · 6 min read · 13 Aug 2025
Why Is NiCE Spending Almost $1BN on Cognigy? A Deep Dive
This week, CCaaS leader NiCE announced it was acquiring Cognigy, one of the pioneers in the conversational AI space, for $955MN. That $955MN figure represent...
Zeus Kerravala · 5 min read · 1 Aug 2025
The Best Conversational AI Solutions for the Enterprise: Market Leading Vendors
Conversational AI solutions are advancing rapidly across the customer experience space and beyond. We’re not just dealing with chatbots anymore. Today’s syst...
Charlie Mitchell · 15 min read · 23 Jul 2025
The Hidden Power of AI Agents in Customer Experience
In the rush to showcase the visible applications of artificial intelligence - chatbots, digital assistants, and hyper-personalized marketing - some of the mo...
Floyd March · 3 min read · 14 Jul 2025
Meet Your New Teammates: How AI Agents are Blending into the Hybrid Workforce
The line between human and machine collaboration is becoming increasingly blurred in the digital workplace. AI agents - once seen as basic chatbots or passiv...
Susie Harrison · 3 min read · 30 Jun 2025
Generative AI in the Contact Center: What’s New in 2025?
As contact centers experiment with generative AI (GenAI), they're moving from promising pilot projects to full-scale deployments. These deployments are slowl...
Floyd March · 10 min read · 27 Jun 2025
Agents in Action: Moving from Chatbots to Real Operational Impact
AI agents are evolving far beyond simple chatbots to become the operational backbone of next-generation customer service. In this exclusive interview, CX Tod...
Susie Harrison · 1 min read · 18 Jun 2025
Copilots & Virtual Assistants: Emerging Use Cases, Trends, & Strategies
Copilots and virtual assistants are continuing to drive efficiency across customer-facing teams. In doing so, they are drafting customer responses in service...
Floyd March · 9 min read · 23 Jan 2025
What Is Agentic AI?
Agentic is a type of artificial intelligence that is designed to act autonomously, making decisions and taking actions towards a specific goal. Passive – or ...
Susie Harrison · 5 min read · 3 Jan 2025
10 Conversational AI Providers to Watch Out for in 2025
Each year, industry researchers like ISG and Opus Research present conversational AI market evaluations that rank providers. This is not one of those assessm...
Charlie Mitchell · 7 min read · 27 Dec 2024
15 Customer Experience Technology Predictions for 2025
Tech innovation is accelerating like never before, and 2025 is the year many brands will embark upon transformational projects to reimagine their customer ex...
Charlie Mitchell · 13 min read · 26 Dec 2024
How Agentic AI is Empowering Human Agents and Redefining Service Standards
Agentic is a type of artificial intelligence that is designed to act autonomously, making decisions and taking actions towards a specific goal. Agentic AI is...
Susie Harrison · 5 min read · 16 Dec 2024
Inside Cognigy's "Revolutionary" Agentic AI: The Future of Conversational Automation
Watch on YouTube CX Today's Susie Harrison hosts Sebastian Glock, Director of Product Marketing at Cognigy , to delve into agentic AI and its possibilities f...
Susie Harrison · 1 min read · 29 Nov 2024
Cognigy "Revolutionizes" Customer Experience with AI (Big CX Update 2024)
Watch on YouTube. CX Today's Susie Harrison hosts Alan Ranger, VP Marketing at Cognigy , for a deep dive into his role, Cognigy and innovations in AI. Expect...
Susie Harrison · 1 min read · 28 Nov 2024
Cognigy Enters the Agentic AI Conversation, Promises to “Outperform” Anything Else on the Market
Cognigy is the latest prominent CX tech provider to officially launch an agentic AI offering. Announced today, the company’s new AI Agents are specifically d...
Rhys Fisher · 4 min read · 14 Nov 2024
Contact Center Virtual Agents: Trends, Best Practices, & Providers
Over the past 12 months, contact center virtual agents have proved to be the talk of the CX town. In May, the head of Tata Consultancy Services, K Krithivasa...
Charlie Mitchell · 7 min read · 19 Sept 2024
Cognigy Shares Plans for AI Workforce of the Future Post Funding Round
Watch on YouTube. CX Today's Susie Harrison hosts Cognigy CEO Philip Heltewig to discuss the company's plans for AI investments. In this video, they cover: T...
Susie Harrison · 1 min read · 1 Jul 2024
Cognigy Launches AI Agents for Sales and Marketing – Promises to “Revolutionize Customer Engagement”
Cognigy has announced the release of its new AI Agents for Sales and Marketing solution. The AI tool promises its users the ability to provide a “hyper-perso...
Rhys Fisher · 3 min read · 22 May 2024
The Forrester Wave: Conversational AI For Customer Service 2024 – Top Takeaways
Are generative AI (GenAI) and LLMs the solution to years of customer self-service disappointment? Forrester certainly believes so. With the report claiming t...
Rhys Fisher · 8 min read · 21 May 2024
Cognigy Introduces AI Copilot to Assist Contact Center Agents
Cognigy has launched AI Copilot, which brings together conversational AI and generative AI to assist contact center agents in their daily work. The enterpris...
James Stephen · 3 min read · 23 Nov 2023
10 Use Cases for a Generative AI Chatbot
Many believe chatbot experiences still feel far too rigid, robotic, and predefined. Thankfully, generative AI (GenAI) embedded into conversational AI platfor...
Charlie Mitchell · 8 min read · 10 Oct 2023
Gartner Peer Insights “Voice of the Customer” for Enterprise Conversational AI Platforms 2023
Gartner Peer Insights is a verified review service for business tech buyers. Following an 18-month period – ending in June 2023 – Peer Insights published 866...
Charlie Mitchell · 8 min read · 18 Sept 2023
Bandwidth Launches AIBridge with Google and Cognigy
Bandwidth is launching AIBridge in partnership with Google and Cognigy to integrate artificial intelligence with contact centres. AIBridge is the latest in a...
James Stephen · 3 min read · 8 Sept 2023
Cognigy Releases Knowledge AI Contact Center Solution
Cognigy has launched its Knowledge AI solution that aims to rapidly furnish contact centers with enhanced AI agents. The solution will strive to do so throug...
James Stephen · 2 min read · 30 Aug 2023
What's Next for the Conversational AI Space? – CX Today Roundtable
"It's going to be a wild year in conversational AI," predicted Bradley Metrock – a prominent market thought leader – during a recent CX Today interview. Give...
Charlie Mitchell · 9 min read · 18 May 2023
7 Generative AI Innovations Changing Conversational AI
"Some companies are at existential risk because it’s getting crowded in here." That is what Bradley Metrock, Founder & CEO of Project Voice 2023 , said when ...
Charlie Mitchell · 6 min read · 28 Apr 2023
Big CX News from Microsoft, Google, and Sprinklr
From CPaaS innovation to new contact center marketplaces, here are some extracts from our most popular news stories over the last seven days. Microsoft Exten...
Charlie Mitchell · 4 min read · 7 Apr 2023
All the Latest CCaaS Announcements from AWS, NICE, and Zoom
The CCaaS space is heating up, with several market trends adding coals to the furnace. Indeed, legacy vendors are becoming increasingly eager to push contact...
Charlie Mitchell · 6 min read · 5 Apr 2023
Cognigy and Avaya Form Conversational AI Alliance
Cognigy and Avaya have extended their partnership to form a conversational AI alliance that serves Avaya’s contact centre customers. Describing itself as the...
James Stephen · 3 min read · 4 Apr 2023
Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2023
Gartner has unveiled its much-anticipated 2023 Magic Quadrant report for Enterprise Conversational AI Platforms. The release comes amid surging interest in t...
Charlie Mitchell · 11 min read · 10 Mar 2023
Conversational Analytics: Trends, Use Cases, and Predictions
To thrive in today’s customer-focused landscape, many businesses are attempting to get closer to customers, understand their preferences, and uncover their n...
Rebekah Carter · 15 min read · 20 Oct 2022
The Dos and Don’ts of Conversational AI
54% of US online consumers believe that interacting with a chatbot will have a negative impact on their quality of life (Source: Forrester ). Statistics such...
Charlie Mitchell · 5 min read · 1 Apr 2022
4 Trends in Conversational AI for 2022
CX automation made its way into the spotlight in the early 2010s and has since continued to develop in many aspects. With artificial intelligence reaching ne...
Sandra Radlovački · 4 min read · 9 Mar 2022
Cognigy: Conversational Design that 'Speaks' to Customers
Watch on YouTube . CX Today's Sandra Radlovacki hosts Ann-Kathrin Ganzhorn, Senior Designer Architect, Cognigy . In this session we discuss the following: Wh...
Sandra Radlovački · 1 min read · 1 Feb 2022
Gartner Magic Quadrant for Enterprise Conversational AI Platforms 2022
Market analytics leader Gartner has released its highly anticipated 2022 Magic Quadrant report for Enterprise Conversational AI Platforms. Demand for such pl...
Charlie Mitchell · 10 min read · 31 Jan 2022
Cognigy: Going Beyond Chatbots with Conversational AI
Conversational AI can be described as an artificial intelligence technology that is capable of holding a conversation with a customer like a human would. Bec...
Sandra Radlovački · 5 min read · 27 Jan 2022
Cognigy: The Human Element Behind Conversational Analytics
As businesses accelerate their digital transformation post-COVID, conversational analytics is playing a key role Not only do insights help companies better m...
Carly Read · 5 min read · 5 Oct 2021