Hidden AI in the Contact Center: What the EU AI Act Means for CX Leaders
In this CX Today interview, Technology Journalist Nicole Willing speaks with Amit Namjoshi, Executive Director of Technology Consulting at TTEC Digital , abo...
Nicole Willing · 15 Sept 2026
UJET Heard What Agents Really Want From AI. It Wasn’t Replacement
Contact center AI is often framed as a replacement story. UJET’s recent visits to customer contact centers suggest the sharper opportunity is much more pract...
Rob Wilkinson · 1 Sept 2026
The Future of CX Isn’t AI. It’s Humans
In this CX Today interview, Rob Wilkinson speaks with Kristin King, Chief Customer Officer at UJET , and Tena Curic, Senior Customer Success Manager at UJET,...
Rob Wilkinson · 25 Aug 2026
Why CX Leaders Should Stop Measuring Voice AI by Deflection Alone
Voice AI is changing the customer service conversation, but enterprises still need to be careful about how they measure success. Contact centers have long us...
Nicole Willing · 22 Jul 2026
Agentic Payments Are Here. SequenceShift’s Paytext Keeps the Conversation Human and the Payment Compliant
Contact centers are actively deploying artificial intelligence in routing, summarization, agent assist and real-time transcription, but one step in the custo...
Nicole Willing · 7 Jul 2026
Inside UJET's CX AI Evolution: Spiral, BYO-AI, and the Dawn of Agentic Orchestration
Live from the floor of CCW Las Vegas, the mood has noticeably shifted. The industry is exhausted by the endless promises of AI replacing human agents and the...
Rob Scott · 1 Jul 2026
The CX Modernization Sequence That Pays
Ask ten enterprise CX leaders what they're modernizing first, and you'll likely get ten different answers. Some are deep into AI pilots, others are finally c...
Rhys Fisher · 25 Jun 2026
The Reality of Voice AI in the Contact Centre: From Pilot to Production
In this CX Today interview, Marcus Law speaks with Ilan Avner, Director of Product Management at AudioCodes , about the practical reality of moving Voice AI ...
Marcus Law · 25 Jun 2026
The End of 'Hold Please': How AI Guidance Is Fixing the Contact Center's Biggest CX Failure
Rob Scott meets up with Jonathan 'JR' Ranger, CCO at CallMiner , on the floor of CCW Vegas 2026 to talk through the company's newly announced Real-Time AI Gu...
Rob Scott · 24 Jun 2026
Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes
In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9 , about the role of human-in-the-loop design in ...
Nicole Willing · 24 Jun 2026
AI Agents Are in Your Contact Center – Who's Governing Them?
There's a version of the AI conversation in the contact center that, to put it bluntly, has been done to death. We’ve all heard about the productivity gains,...
Rhys Fisher · 17 Jun 2026
Centrical Joins The Employee Experience AI Funding Wave, CX Leaders Should Pay Attention
Centrical raised $39M Series D as investors back employee experience AI. What it signals for CX and HR leaders managing frontline AI adoption.
Rob Wilkinson · 3 Jun 2026
You Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once
Genesys Cloud Copilot and Microsoft Dynamics 365 CX agents launched the same day. We compare features, scope, and whether the timing was cheeky.
Rob Wilkinson · 28 Apr 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 · 22 Apr 2026
Amazon Connect Shifts the Contact Center Goal From Deflection to Relationship
Amazon Connect leaders argue deflection is the wrong CX goal. Here’s how Amazon Connect and AI agent assist refocus contact centers on relationships.
Rob Wilkinson · 20 Apr 2026
The 2026 Compliance Survival Guide: Demystifying the EU AI Act
Rob Wilkinson is joined by Steve Blood, VP of Market Intelligence at Five9 , and Martyn Redstone , a consultant specialising in AI regulation. Together, they...
Rob Wilkinson · 14 Apr 2026
Inside Agentforce Contact Center: The New "AI Plus Human" Workforce
Salesforce SVP Gautam Vasudev explains why cost pressure is pushing adoption, but why cost-only thinking can backfire fast.
Rob Wilkinson · 26 Mar 2026
AI Integration Architecture is The Control Layer Separating CX Leaders From the 40% Who Fail
Your AI strategy is nothing without the right AI integration architecture. Here are the integration strategies that really matter.
Rebekah Carter · 18 Mar 2026
What Can AI & Automation Really Do for Your Contact Center in 2026?
Discover how AI automation for contact centers in 2026 boosts productivity, reduces costs, and transforms CX with agentic and predictive AI.
Thomas Walker · 11 Mar 2026
Build vs Buy: Why DIY AI Is A Bigger Risk To Customer Trust Than You Think
Building your own AI sounds like the smart, cost-effective move. But according to Jimmy Hosang, the reality is far messier.
Rob Wilkinson · 10 Mar 2026
Shared Queues Are Exposing Weaknesses in Human and AI Workforce Management
Running a team of human and AI agents? You need to rethink your human and AI workforce management strategy for shared queues.
Rebekah Carter · 17 Feb 2026
AI Coaching Tools and QA in the Copilot Era: Using AI Data Without Micromanaging
Discover how to use AI coaching tools and automated QA without micromanaging your employees in this guide.
Rebekah Carter · 17 Feb 2026
Agent Assist Safety: Prevent Confident, but Wrong AI Suggestions Before They Derail CX
Agent assist safety isn't automatic. If you have copilots supporting humans, you need to ensure you're aware of the risks.
Rebekah Carter · 17 Feb 2026
From Queue to Conversation: Redesigning the Service Journey
The queue is dead. Or at least, it should be. For decades, customer service was designed around scarcity. Limited agents, finite capacity, customers waiting ...
Rob Wilkinson · 17 Feb 2026
HCLTech and Cisco Launch AI-Driven Unified Contact Center Platform For Proactive Customer Engagement
HCLTech and Cisco introduce a unified AI-powered solution for proactive engagement, automation, cloud migration, and enterprise CX.
Francesca Roche · 16 Feb 2026
Why Customer Service Experience Is Getting Worse (and How Leaders Can Fix It) | Alex Mead
Alex Mead explains why CX is broken, where AI helps, and how leaders can rebuild CSX.
Rob Wilkinson · 16 Feb 2026
How AI Contact Centers Work: CCaaS, Automation, and Human Oversight
Modern contact centers explained: how CCaaS and AI work together to route, secure, and support customers with human-in-the-loop design.
Alex Cole · 15 Feb 2026
AI Customer Service ROI vs The ROI of Customer Experience Automation with AI
Think the ROI you get from customer service automation is the same as the ROI of customer experience automation? Think again.
Rebekah Carter · 10 Feb 2026
The Hidden Cost of Bad CX Automation: When AI Damages Self-Service and CX Growth
Bad cx automation costs more than you think. Here's how it can damage your reputation, and drain your AI ROI.
Rebekah Carter · 10 Feb 2026
AI Agent Orchestration: The Missing Link for Agentic AI and CX
Learn why AI agent orchestration is crucial if you want to make sure your agentic AI investment really pays off in 2026.
Rebekah Carter · 9 Feb 2026
If Your AI Is Failing, It’s Probably a Human Problem
Whether it’s novels, music, or films, the story of futuristic tech taking over society and replacing humans is well established. Given how embedded this trop...
Rhys Fisher · 27 Jan 2026
From Fragmentation to 90% SLAs In Aterian’s Genesys Contact Center Migration
Aterian’s legacy contact center migration to Genesys unified its CX channels, cut handle times by 25%, and lifted SLAs above 90%.
Nicole Willing · 16 Jan 2026
Channel Convergence and the Death of Silos in the AI Era
I found myself thinking about how people contact a business. They do not really plan it in steps. They simply reach out and hope the person on the other end ...
Rob Scott · 7 Jan 2026
Agent Assist Versus Virtual Agents: How to Design an AI Roadmap That Grows with Your Organization
AI adoption in the contact center continues to accelerate. Many organizations feel pressure to deploy AI quickly while also worrying about readiness, quality...
Rob Scott · 6 Jan 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 · 2 Jan 2026
Why Real-Time AI Is Becoming Critical for Customer Experience (And Why Latency Can Kill CX)
Discover how agentic AI & chatbots are redefining customer experience through low-latency design, and empathy-driven architecture.
Thomas Walker · 28 Dec 2025
If You Don’t Check for AI Transparency in Marketing Tools, You’re Risking Customer Trust
Choosing the right AI marketing tools takes care. Learn how to evaluate safety, governance, and AI transparency in marketing software.
Rebekah Carter · 27 Dec 2025
AI in CX is Rewriting the Rulebook, and Most Leaders Haven’t Noticed Yet
AI in CX is rewriting the rules we thought we used to have to follow for great customer experiences. Here's how to get ahead.
Rebekah Carter · 26 Dec 2025
Why ERP Systems Matter More When Customer Expectations Keep Rising
Explore how ERP systems for CX can unify business functions, enhancing collaboration and improving customer experiences.
Rebekah Carter · 24 Dec 2025
Why Do So Many Agent Assist AI Deployments Fail? The Contact Center Architecture Mistakes to Avoid
Discover how agent-assist AI can transform contact center operations by improving efficiency and customer interactions.
Thomas Walker · 21 Dec 2025
Machine Customers and Sales: The $30 Trillion Opportunity Few CROs Are Preparing For
Machine customers and sales are colliding. Learn how you can prepare your funnel for the new era of human and AI customers.
Rebekah Carter · 19 Dec 2025
How AI Is Transforming Every Corner of the Contact Center From Agents to AI Agents
You can almost picture it, rows of agents, headsets on, juggling systems and scripts. For decades, the contact center has been a place defined by human patie...
Rob Scott · 17 Dec 2025
ServiceNow Completes Moveworks Acquisition, Cementing Its Agentic AI Ambitions
ServiceNow has finalized its Moveworks acquisition, strengthening its agentic AI strategy with a powerful conversational front door and autonomous workflow capabilities.
Rhys Fisher · 15 Dec 2025
Will Your CFO Approve Agentic AI? The ROI Framework CX Leaders Need to Secure Investment
Build a compelling business case for agent-assist, showcasing how an automation strategy can save money and drive customer satisfaction.
Thomas Walker · 14 Dec 2025
How Tui Transformed Customer Experience with Connected Data
Discover the impact of customer experience in travel and how TUI transformed its approach in response to industry changes.
Rebekah Carter · 12 Dec 2025
The BPO Wake-Up Call: A Complete Guide for CX Leaders
Discover what BPO is, how business process outsourcing works, and why it has become essential for modern customer experience teams.
Rebekah Carter · 11 Dec 2025
IBM and Riyadh Air Collaborate to Launch AI Native Customer Travel Services
Explore the future of travel as IBM and Riyadh Air expand partnership, creating an AI-native airline for superior customer service.
Francesca Roche · 8 Dec 2025
Three Industry Pioneers Share Their Predictions for the Next Era of CX
Explore how AI in CX is transforming customer experiences by powering conversations and enhancing service journeys.
Thomas Walker · 8 Dec 2025
How Do You Build a Predictive CX Strategy With AI - And Why Do Most Companies Get It Wrong?
Explore how predictive CX transforms customer experience by anticipating needs and reducing churn with intelligent interactions.
Thomas Walker · 7 Dec 2025
Why Contact Centers Must Finally Ditch Outdated Auditing Gear
Picture this: you’re sitting at your desktop computer updating your MySpace page, waiting for LimeWire to finish downloading the latest Britney Spears album ...
Rhys Fisher · 4 Dec 2025
A 2025 Review: The 5 Trends Every Head of CX Needs To Know
Uncover the top CX trends for 2025, highlighting the importance of accountability in AI tools amid rising regulatory scrutiny.
Sean Nolan · 3 Dec 2025
What Is AI Behaviour Monitoring? A Guide for CX Leaders
Explore the challenges of AI governance oversight as enterprises rush to adopt AI while customers remain cautious and concerned.
Rebekah Carter · 22 Nov 2025
Less Tech, More Flow: Why Orchestration Is the New CX Power Move
Explore CX orchestration to avoid the pitfalls of Frankenstack technology. Learn how to streamline customer experience effectively.
Sean Nolan · 19 Nov 2025
UJET Acquires Spiral to Address Customer Data Analysis Roadblocks
Explore UJET's strategy to solve customer churn by boosting AI capabilities and addressing customer experience concerns efficiently.
Francesca Roche · 18 Nov 2025
How Do You Measure Predictive Customer Experience? The KPIs Most CX Leaders Are Missing
Transform your approach to customer experience KPIs by adopting innovative benchmarks that can reshape the customer journey.
Thomas Walker · 15 Nov 2025
Can AI Predict Customer Churn Before It Happens? The Predictive CX Strategy That Saves Revenue
Discover how predictive CX helps brands cut churn, lower support costs, and drive retention through AI-powered proactive customer service.
Thomas Walker · 14 Nov 2025
Cisco Outlines Strategy to Help Customers Struggling With AI Adoption
Cisco addresses the AI readiness gap by enhancing customer experience and driving growth in AI product adoption and investment.
Francesca Roche · 13 Nov 2025
How Can Contact Centers Reduce Handle Time Without Destroying Customer Experience?
Explore how handle time impacts efficiency in contact centres and the costs associated with average handle time.
Thomas Walker · 10 Nov 2025
ServiceNow and NTT DATA Expand Partnership to Deliver Global Agentic AI Solutions
Uncover the future of AI with the ServiceNow and NTT Partnership, designed to deliver transformative solutions for various enterprises.
Francesca Roche · 6 Nov 2025
Beating Tool Fatigue: How Empathic AI Boosts Agent Morale and Performance
Stop me if you’ve heard this one before: the latest CX tech phenomenon is struggling to live up to the hype. Of course, in the year 2025, when we’re discussi...
Rhys Fisher · 6 Nov 2025