Martin Teasdale
Customer experience voice
11 stories · newest first · 3 in 2026 · 0 in the last 90 days
CX Metrics In The Age Of AI: Stop Optimising For Speed
Contact centre metrics are evolving as AI reshapes CX. Experts explain why AHT is declining and what KPIs leaders should prioritise instead.
Rob Wilkinson · 1 min read · 10 Apr 2026
Why Agent Stress Is Sabotaging CX Performance in 2026
AI is transforming customer service, but is it transforming it for the better? The answer might seem like an obvious yes, given how quickly the technology ha...
Rhys Fisher · 5 min read · 19 Feb 2026
Modernising the Contact Center for Always-On Service: AI Promises, Human Reality
Modernizing the contact center for always-on service in 2026 means balancing CCaaS migration, AI self-service, agent experience, and governance. Insights from Nerys Corfield, Martin Teasdale, and Steve Blood.
Rob Wilkinson · 10 min read · 21 Jan 2026
Team Leader Burnout Risk: How Martin Teasdale Built a 683 Member Community to Fight Back
With 683 members across multiple countries, the Team Leader Community is addressing the coaching gaps, burnout risks, and support deficits that contact center operations worldwide are struggling with.
Thomas Walker · 1 min read · 22 Dec 2025
Calabrio Customer Connect UK 2025: Elevating Customer Experience Through Innovation and Collaboration
The 2025 Calabrio Customer Connect UK returns next month, with the two-day conference being held in The Lowry Hotel, Manchester on June 10 - 11. This year's ...
Floyd March · 2 min read · 30 May 2025
Announcing the Finalists for the CX Leaders Awards 2024
CX Today is thrilled to unveil the finalists for our first-ever CX Leaders Awards ! These awards highlight the most impactful leaders, innovators, and teams ...
Emily Targett · 4 min read · 7 Nov 2024
The Contact Center Performance Summit 2024: What Can I Expect?
The Call & Contact Center Expo, the ICMI Contact Center Expo, Customer Contact Week… there are many excellent events for contact center professionals to atte...
Charlie Mitchell · 3 min read · 18 Sept 2024
Listen Up, Contact Center Leaders! 5 Industry Experts Have Something to Tell You
From Victoria Beckham declaring she’s middle class to Elon Musk challenging Mark Zuckerberg to a cage fight, celebrities sent out many fun-filled messages to...
Charlie Mitchell · 5 min read · 9 Feb 2024
We’re Ready for the Call & Contact Centre Expo 2023. Are You?
CX Today has its renewed partnership with the Call & Contact Centre Expo, the most comprehensive and celebrated CX event in the UK. The expo shines a light o...
Charlie Mitchell · 2 min read · 21 Nov 2023
The Agent Engagement Summit: A Contact Center Event That Puts People First
Contact center events often swirl into a pool of sameness. The AI hyperbole, the humdrum of cloud benefits, and the hoopla of ambitious CX theory make critic...
Charlie Mitchell · 3 min read · 8 Sept 2023
Diversity and Inclusion in Contact Centres, CX, and Beyond
In recent years, Quaker Oats retired its Aunt Jemima brand, and the Washington Redskins finally bowed down to public pressure and changed its name. News stor...
Charlie Mitchell · 4 min read · 14 Sept 2022