Martin Taylor
Customer experience voice
69 stories · newest first · 13 in 2026 · 2 in the last 90 days
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
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Enterprises Still Running On Outdated Platforms Face Risks They Can No Longer Afford To Ignore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
Oracle Widens Fusion Agentic Applications to More Builders with AI-Native Launch
Oracle’s new builder experience helps more organizations create and run governed agentic applications inside Fusion Applications.
Francesca Roche · 4 min read · 15 Jul 2026
Databricks Signals a New Era for CDPs By Launching CustomerLake
Databricks enters marketing software with CustomerLake, an AI-native CDP designed to unify fragmented data and personalize CX.
Francesca Roche · 5 min read · 17 Jun 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
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
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
Contact Center Expo UK 2025 – What to Expect
Explore the future of customer experience at Contact Center Expo 2025 and network with top professionals in the industry.
Francesca Roche · 3 min read · 5 Nov 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
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 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
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
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
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
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
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
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
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 First-Ever CPaaS Acceleration Summit is Nearly Here
The inaugural CPaaS Acceleration Summit, CASA 23, will take place in Amsterdam on September 18-20. Set up by the CPaaS Acceleration Alliance (CPaaSAA), the e...
James Stephen · 2 min read · 12 Sept 2023
Migrating Your Legacy Contact Center to the Cloud
To keep up with rapidly changing customer expectations, today’s businesses need to evolve and upgrade their customer experience (CX) strategy as quickly as p...
Rebekah Carter · 8 min read · 9 Aug 2023
The Benefits of Customer Data Platforms vs CRM Tools
Developing an excellent customer experience (CX) strategy is essential for any business seeking to thrive, or even just survive, in the modern world. Consume...
Rebekah Carter · 7 min read · 1 Aug 2023
Video for Customer Service, Engagement, & Retention – CX Today Roundtable
For years, many brands have resisted the temptation to incorporate video into their CX stack. Some worry that it may lead to longer, more expensive customer ...
Charlie Mitchell · 10 min read · 18 Jul 2023
Content Guru Continues AI Integration Journey
Content Guru has expanded the integration of Jabra Engage AI into its storm platform, which analyzes variations in the tone of a contact center agent's voice...
Rory Greener · 2 min read · 31 May 2023
CCaaS in the Hybrid Workplace – CX Today Roundtable
"Hybrid work is messy and exhausting," according to an article published in The Washington Post in April 2022. Yet, few had strong cravings to return to the ...
Charlie Mitchell · 12 min read · 21 Mar 2023
Customer Experience: The Difference Between Retail Therapy and a Headache
CX in retail is changing. Consider loyalty programmes. Many businesses now offer paid loyalty schemes – or “VIP member clubs” - instead of points-based syste...
Charlie Mitchell · 5 min read · 3 Oct 2022
Are You Smarter Than a Machine Agent?
AI hype is reaching fever pitch. In 2021, over 76 percent of enterprises prioritised AI and machine learning in their IT budgets, as reported by Forbes . Man...
Charlie Mitchell · 6 min read · 22 Aug 2022
A CX Partnership for Our Times: Healthcare and Technology in 2022
An aging population with a raft of long-term health conditions is creating ever-increasing demand for the developed world’s healthcare services, including ou...
Charlie Mitchell · 8 min read · 6 Jul 2022
5 Trends Driving CRM Innovation
CX Today's Charlie Mitchell hosts Martin Taylor, Director of Content Guru. In this session, we consider the future of CRM, discussing the following five tren...
Charlie Mitchell · 1 min read · 13 Jun 2022
Content Guru Adds New Features to Its WFM Solution
Content Guru has improved its storm WFM solution to support planners in building better schedules and bolstering intraday management processes. Across an arr...
Charlie Mitchell · 2 min read · 17 May 2022
Engaging Customers with Video
Watch and subscribe on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Director of Content Guru . In this session, we consider the future of video ...
Charlie Mitchell · 1 min read · 26 Apr 2022
Content Guru Expands the Availability of its Survey Tool
Cloud communications provider Content Guru has expanded the availability of storm ASK, its customer survey tool, over a variety of channels. storm ASK is a s...
Sandra Radlovački · 1 min read · 22 Apr 2022
Content Guru: Is Now the Time to Add Instagram to Your Contact Centre?
Back in February, Content Guru announced a new Instagram integration with storm ® , its leading Contact Centre-as-a-Service (CCaaS) platform. Like other soci...
Charlie Mitchell · 4 min read · 31 Mar 2022
BIG CX NEWS from Zoom, HubSpot, and Content Guru
Welcome to our round-up of the top news in the CX space over the last seven days. Zoom Enters the Contact Center Space Zoom has officially entered the contac...
Sandra Radlovački · 2 min read · 28 Feb 2022
Content Guru Partners with Cinos
Content Guru has partnered with Cinos, a specialist in delivering unified communications services to both the public and private sectors. The alliance will e...
Charlie Mitchell · 1 min read · 21 Feb 2022
5 Trends in Contact Centre AI for 2022
Responses to the COVID-19 pandemic have accelerated the adoption of digital technologies by several years, according to a McKinsey & Company study . Yet, man...
Charlie Mitchell · 6 min read · 17 Feb 2022
Content Guru: Countering Customer Churn with Data
Information is the lifeblood of any modern organisation - revealing trends, identifying strengths and weaknesses, and informing decision making. Capturing in...
William Smith · 5 min read · 6 Jan 2022
Hybrid Working: Overcoming Contact Centre Leaders’ Concerns
While lockdowns have come and gone, hybrid modes of working in the contact centre industry have persisted, with many organisations adopting part-office-based...
William Smith · 4 min read · 1 Dec 2021
Content Guru: How the Agent Interface boosts Customer Experience
Helping contact centre agents to provide the highest level of customer service requires a raft of technologies and techniques. Perhaps the single most import...
William Smith · 4 min read · 9 Nov 2021
Content Guru: Transformative AI in the Contact Centre
Artificial intelligence is having a transformative impact across different industries. According to a study by Accenture, for instance, AI has the ability to...
William Smith · 3 min read · 8 Oct 2021
Content Guru: The Importance of an Effective CRM
The ever-increasing rate of data creation has been both a blessing and a curse for businesses. With 2.5 quintillion bytes of data created by human beings dai...
William Smith · 3 min read · 5 Oct 2021
Content Guru Becomes Google Partner
Content Guru, has announced that it has become a Google Cloud Contact Centre Artificial Intelligence (CCAI) partner, in order to help strengthen, improve and...
Carly Read · 2 min read · 29 Jul 2021
The Golden Trio for Distributed Contact Centres
At the start of the pandemic, the number one objective for businesses was keeping the lights on, no matter what the cost. But many of the emergency steps tak...
Tom Wright · 4 min read · 17 Jun 2021
Content Guru Unveils Wavenet Partnership
Content Guru today announced its exciting new partnership with Wavenet. The move is part of Content Guru’s ongoing strategy of integrating with high-value pa...
Carly Read · 2 min read · 12 May 2021
Content Guru Certified for a Microsoft Teams Programme
Content Guru, a leading cloud communications provider, has announced that it is among the first of the CCaaS providers to be certified for the Microsoft Team...
Sandra Radlovački · 2 min read · 4 May 2021
Predictive and Real-time Analytics: CX Today Expert Round Table
Real-time and predictive analytics can be a powerful tool in delivering exceptional customer experience. By making use of these types of analytics, contact c...
Sandra Radlovački · 16 min read · 14 Apr 2021