Content Guru on CX Today
97 stories · 21 in 2026 · 10 in the last 90 days · 53 sponsored
CX Today coverage mentioning Content Guru, newest first. Sponsored work is identified clearly on each story.
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 · 6 min read · 16 Sept 2026
CRM's Next Challenge Is Making Customer Context Useful to AI Agents
PwC leaders explain how AI agents, connected data, and intelligent enterprise models are reshaping the future of CRM modernization.
Nicole Willing · 6 min read · 14 Sept 2026
5 Questions to Ask Before You Buy an AI-Ready Customer Data Platform
The appeal of an “AI-ready customer data platform” is easy to understand. Organizations want more joined-up customer journeys, faster service, better recomme...
Nicole Willing · 6 min read · 9 Sept 2026
Contact Center Modernization Has a New Risk Profile
Contact center modernization now depends on cloud migration, AI governance, data quality, and change management. Here’s what buyers must get right.
Rob Wilkinson · 7 min read · 9 Sept 2026
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 min read · 1 Sept 2026
Five Costly Mistakes Enterprises Make When Replacing a Legacy Contact Center Platform
The decision to replace a legacy contact center platform rarely comes at a convenient moment. It is usually triggered by a vendor in distress, a support cont...
Nicole Willing · 5 min read · 10 Aug 2026
Enterprises Still Running On Outdated Platforms Face Risks They Can No Longer Afford To Ignore
The contact center market has undergone significant change in recent years, prompting many enterprises to reassess the long-term viability of legacy platform...
Nicole Willing · 5 min read · 3 Aug 2026
Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know
In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru , about the market forces reshaping contact c...
Nicole Willing · 1 min read · 27 Jul 2026
CX Has a Readiness Problem, Not an AI Problem
Avaya, IBM, Red Hat, and Gartner reveal why legacy CX architecture, slow security patching, and AI deployment readiness now matter most.
Rob Wilkinson · 5 min read · 21 Jul 2026
Avaya Ends New Sales of Agent for Desktop as Legacy Contact Center Migration Pressures Mount
Avaya is ending new sales of Agent for Desktop, prompting enterprise CX leaders to reassess legacy platforms and migration plans.
Nicole Willing · 6 min read · 20 Jul 2026
Content Guru Warns CX Teams: Devices Are the Next Customers
Rhys Fisher speaks with Charles Miscampbell of Content Guru about machine customers, IoT, and how connected devices are reshaping CX strategy.
Rhys Fisher · 2 min read · 24 Jun 2026
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In
In this CX Today interview, Nicole Willing speaks with Rhys Harris, AI Product Director at Content Guru , about what AI lock in actually looks like in practi...
Nicole Willing · 1 min read · 26 May 2026
6 Questions to Ask Your AI Vendor Before You Commit
AI is changing too quickly for static decisions. With models, vendors, and regulations shifting rapidly, buyers need to evaluate more than capability at the ...
Nicole Willing · 7 min read · 18 May 2026
The New AI Risk No One Is Talking About: Lock-In
The conversation around AI risk tends to focus on model performance, hallucinations, or compliance. Yet a quieter, more structural issue is emerging that has...
Nicole Willing · 7 min read · 11 May 2026
Achieving AI ROI: From GenAI Experiments to Agentic Impact
In 2026 organizations will be expecting to see a return on investment from the GenAI tools they’ve invested in recent years, especially as they look at build...
Nicole Willing · 6 min read · 22 Apr 2026
How to Win Buy-In for Agentic AI Investments Across the Enterprise
As AI agents become more capable, many enterprises are discovering that automating customer interactions is no longer a decision for customer experience team...
Nicole Willing · 6 min read · 9 Apr 2026
Is Your Routing Engine Breaking Omnichannel CX?
Legacy routing breaks omnichannel CX. Learn AI-driven routing, orchestration layers, and metrics to fix journeys and boost resolution.
Alex Cole · 11 min read · 3 Apr 2026
The Agentic AI Era Has Arrived! AI Agents and Their Role in CX
The agentic AI era has arrived, and customer experience is leading the charge. But what does that actually mean for enterprises trying to plan, prioritise,...
Nicole Willing · 1 min read · 2 Apr 2026
How Contact Center Vendors Differ on Cloud, AI and Architecture
Understanding today’s contact center vendors takes more than comparing features. Instead, the modern CCaaS market is shaped by very different approaches to c...
Alex Cole · 6 min read · 15 Feb 2026
Owning Trust: What CX Leaders Can Learn from the Data Custody Debate
The conversation around customer data ownership has reached a critical inflection point. Our recent interview with Martin Taylor, deputy CEO and co-founder o...
Rob Scott · 7 min read · 15 Jan 2026
Your Customer's Data: Who Has the Keys?
The question used to be simple: where do you store your customer data? Today, it's evolved into something far more complex and consequential: who really owns...
Rob Scott · 5 min read · 7 Jan 2026
Meeting Regulations and Earning Trust in a Data-Rich CX World
The contact center has quietly become the most data-intensive function in modern business. What started as simple call logging has evolved into a complex eco...
Rob Scott · 5 min read · 25 Nov 2025
Why Omni-Data Is More Than Just the Next Contact Center Buzzword
Just a few years ago, a contact center awards program ran a PCI compliance category. Sean Taylor, CEO of Content Guru, was a judge and, as part of the evalua...
Charlie Mitchell · 5 min read · 1 Oct 2025
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2025: The Rundown
The Magic Quadrant for CCaaS is back, and once again, NiCE and Genesys lead the way. AWS, Five9, and Talkdesk join them in the Leader square, with the latter...
Charlie Mitchell · 10 min read · 10 Sept 2025
Content Guru on Its Cloud Contact Center Differentiators, Wins, & Vision (Big Update)
Watch on YouTube. CX Today's Charlie Mitchell introduces a rundown of everything Content Guru, a prominent global contact center provider. And who better to ...
Charlie Mitchell · 1 min read · 29 Aug 2025
The Contact Center of Tomorrow Starts With Data
CX Today explores why the next leap for contact centers isn't more agentic AI use cases, but the data and context strategy with Content Guru that makes them work.
Charlie Mitchell · 4 min read · 27 Aug 2025
How a CDP Goes Beyond a CRM and Unleashes Omni-Data Insights for Your CX
The customer experience landscape is evolving rapidly, and traditional CRM systems are struggling to keep pace with modern demands. In this insightful conver...
Guest Blogger · 1 min read · 5 Aug 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
Content Guru on Gartner's Latest CCaaS Study, Converging CCaaS-CDP
Content Guru has achieved a remarkable milestone in customer satisfaction, standing out as the only vendor in Gartner's latest CCaaS Peer Insights report wit...
Charlie Mitchell · 1 min read · 19 Jun 2025
Not 'One and Done': CX Needs Flexible, Future-Proof AI
AI innovations just keep coming, and they’re impossible to ignore – promising faster service, smarter systems, and a projected $4.4 trillion boost in corpora...
Linoy Doron · 4 min read · 27 May 2025
The Next Big CCaaS Consideration: Is My Provider FedRAMP High Accredited?
Content Guru has secured a significant competitive advantage by becoming the first full-stack CCaaS provider to achieve FedRAMP High certification - the high...
Charlie Mitchell · 1 min read · 8 May 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 · 1 min read · 22 Apr 2025
The Impact of Third-Party Support and AI on Customer Comms
Customer experience (CX) is no longer confined to traditional call centers or company-managed support channels. Increasingly, customers are turning to third-...
Linoy Doron · 4 min read · 7 Apr 2025
Content Guru Receives FedRAMP High Authorization, Becomes First Full-Stack CCaaS To Do So
It was authorized by the Program Management Office (PMO), a division within the General Services Administration (GSA). In an industry first, Content Guru sto...
Floyd March · 2 min read · 31 Mar 2025
Agentic AI: Powering the Next Generation of Digital Customers
After two years of rapid Generative AI adoption, the next big evolution is here: Agentic AI. Unlike previous AI technologies, this one operates with greater ...
Linoy Doron · 4 min read · 19 Feb 2025
Biden's "Time Is Money" Initiative: What Does It Mean for the CX Industry?
As Biden prepares to leave the White House, the US president recently came up with the "Time is Money" initiative. This regulatory move is meant to address i...
Linoy Doron · 4 min read · 5 Nov 2024
Gartner Magic Quadrant for Contact Center as a Service (CCaaS) 2024: The Rundown
In its CCaaS Magic Quadrant, Gartner evaluates the ability of nine prominent cloud contact center providers to meet the needs of global enterprises. Until no...
Charlie Mitchell · 10 min read · 29 Oct 2024
CCaaS Platforms: Must-Have Features, Trends, & Providers
CCaaS portfolios are expanding quickly, with providers rushing to offer new workforce engagement management (WEM), journey orchestration, and generative AI (...
Charlie Mitchell · 13 min read · 21 Oct 2024
The Evolution of Generative AI Regulations: Preparing your Contact Center
Generative AI has taken the contact center by storm. Offering intuitive, intelligent support for everything from outreach automation to self-service, and emp...
Rebekah Carter · 6 min read · 10 Sept 2024
Transitioning to a Dynamic Data Hub: The Future of CX
Every organization knows that data is the key to delivering excellent experiences to customers, and the same applies to digital customers. The Internet of Th...
Rebekah Carter · 7 min read · 28 Aug 2024
Channel Shift and Digital Transformation: Embracing True Omni-channel Customer Service
Customers are no longer restricted to contacting businesses over the phone. The modern customer journey now takes place over multiple channels, from SMS to s...
Rebekah Carter · 6 min read · 13 Aug 2024
Phygital 2.0 Is Passing the Baton to CX: Here's What You Should Know
A little less than two decades ago, the concept of Phygital made its first appearance. As the name implies, Phygital is a category of devices serving as gate...
Linoy Doron · 5 min read · 30 Jul 2024
How Proactive Engagement Can Lead to Contactless Resolution
By the time customers reach out to your contact center with a problem, it’s often too late. They’ve already encountered an issue with your product or service...
Rebekah Carter · 5 min read · 23 Jul 2024
Agent Experience: The Secrets to an Engaged Contact Center Team - (CX Trends)
Watch on YouTube. CX Today's David Dungay hosts Matt Mckernan, SVP, Content Guru . The video forms part of our CX Trends series, where we deep dive into a se...
David Dungay · 1 min read · 1 Jul 2024
Content Guru’s Agent Assist AI set for "Hockey Stick Growth" (Big CX Update 2024)
Watch on YouTube. CX Today's Charlie Mitchell hosts Sean Taylor, CEO of Content Guru. The video forms part of our Big CX Update series, where we find out all...
Charlie Mitchell · 1 min read · 1 Jul 2024
Reactive to Dynamic: Shifting CX Paradigms in the Insurance Industry
The insurance industry runs some of the largest contact centers in the world. As a sector, it tends to appreciate scale and resilience, and was rather quick ...
Linoy Doron · 5 min read · 31 May 2024
Gartner Peer Insights “Voice of the Customer” for CCaaS 2024
Decision-makers often leverage the Gartner Peer Insights platform to scour verified reviews of enterprise technology. Across an 18-month period, ending in No...
Charlie Mitchell · 6 min read · 14 May 2024
The Reasons Why Large Enterprises Haven’t Switched to CCaaS... Yet
Watch on YouTube. According to Gartner - as of 2023 - at least 70 percent of contact center agents work from legacy infrastructure. That reflects the hesitan...
Charlie Mitchell · 1 min read · 13 May 2024
Regulation or Competition: Which is the Greater Driver of CX Excellence?
Modern organizations are highly competitive when it comes to delivering the best customer experiences; but what is the driving factor behind CX Excellence, a...
Linoy Doron · 5 min read · 30 Apr 2024
Content Guru Confirms $150MN CCaaS Megadeal, the Biggest of 2023
Watch on YouTube. CX Today's Charlie Mitchell hosts Sean Taylor, CEO of Content Guru . In this session, Taylor shares the news that Content Guru secured the ...
Charlie Mitchell · 1 min read · 3 Apr 2024
AI is Rapidly Transforming the Contact Center. Here’s How to Keep from Arriving Late to the Party
As Artificial Intelligence (AI) increasingly invades the contact center, it is driving a profound transformation. From an efficiency-driven cost center, it's...
Linoy Doron · 3 min read · 12 Feb 2024
Contact Center Generative AI: Use Cases, Risks, & Predictions
The customer experience space is awash with generative AI (GenAI) innovation. Whether it’s supporting supervisors, agents, or customers, lots of use cases ca...
Charlie Mitchell · 13 min read · 25 Jan 2024
Generative AI in the Contact Center: What's Possible Now, and What's Coming?
Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru , and Zeus Kerravala, Founder and Principal Analyst at ZK Resea...
Charlie Mitchell · 1 min read · 27 Nov 2023
Content Guru's ‘brain’ Portfolio Gets a GenAI Implant
Content Guru has integrated new generative AI services and support for OpenAI’s GPT-4 and Google’s PaLM2 into its ‘brain’ AI portfolio. Companies can deploy ...
James Stephen · 2 min read · 16 Nov 2023
How to Build Intelligent Automation Into Your Contact Center
For years, contact centers have been driving toward one goal: to make workflows more efficient. As customer expectations have changed, the need to enhance an...
Rebekah Carter · 6 min read · 21 Sept 2023
Video Will Continue to Change Contact Center Experiences. Here's How.
Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru . In this session, we consider the evolution of video within th...
Charlie Mitchell · 1 min read · 20 Sept 2023
Unifying CCaaS & UCaaS – CX Today Roundtable
CCaaS vendors are continuously adding new solutions from adjacent markets to their rosters. Workforce engagement management (WEM), conversational AI, interac...
Charlie Mitchell · 9 min read · 19 Sept 2023
The Contact Center Suites Buyers Guide 2023: Top Takeaways
CCaaS is now the "dominant mode" of operations for new contact centers and expansions of older service operations – as per Ventana Research. Yet, in its Cont...
Charlie Mitchell · 7 min read · 5 Sept 2023
The World Wildlife Fund Shares Its Contact Center Transformation Story
Watch on YouTube. CX Today's Charlie Mitchell hosts Stuart Macpherson-Woods, Support Operations Manager at the World Wildlife Fund (WWF). We discuss the WWF'...
Charlie Mitchell · 1 min read · 23 Aug 2023
Gartner Critical Capabilities for Contact Center as a Service (CCaaS) 2023: A Recap
Last week, Gartner released its 2023 Magic Quadrant for CCaaS study . The report is a meticulous piece of market research. Yet, the quadrant matrix steals th...
Charlie Mitchell · 13 min read · 14 Aug 2023