Contact Center AI Moves From Claims to Operating Proof
NiCE, Observe.AI, and Dialpad show how contact center AI is moving into healthcare, coaching, and fan service workflows.
Rob Wilkinson · 15 Sept 2026
Why AI-Only QA Still Leaves Support Leaders Doing the Heavy Lifting
Ty Givens, Founder and CEO at CX Collective, explains how Quality as a Service helps support teams improve QA, coaching, and customer experience.
Rhys Fisher · 28 Aug 2026
IntouchCX Digital CX Says AI Roleplay Lifted CSAT by 7%. Should Companies Be Investing in Superpunch?
IntouchCX Digital CX is sharing incredible results for its AI roleplay solution, SuperPunch. Should companies pay attention?
Rebekah Carter · 20 Aug 2026
IKEA Retrains 8,500 Call Center Staff as AI Bot Billie Takes Routine Queries
IKEA retrains 8,500 call center staff as AI bot Billie handles routine queries, turning automation into CX and sales growth.
Alex Cole · 3 Aug 2026
Always‑On Without Always‑Burned‑Out: The Human Cost of AI‑Led CX
As we explored in Beyond CSAT and AHT: The New Metric Stack for AI-Driven CX , AI is changing the shape of service work. But the pressure on human agents doe...
Rob Wilkinson · 13 Jul 2026
Beyond Deflection: The New Operating Model For Enterprise CX
Discover why CX leaders are swapping AI hype for structural redesigns. Learn how to update metrics, governance, and human workflows for 2026.
Rob Wilkinson · 24 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
Supporting Human CX Agents In An AI Era
Danny Wareham, Founder and Lead Psychologist at Firgun, joins CX Today to discuss how contact center leaders can support agents through AI change, avoid costly adoption failures, and unlock hidden value in their CX data.
Rob Wilkinson · 25 May 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
RingCentral’s OpenAI Move, And A 144% Jump In Live Coaching
RingCentral’s OpenAI integration targets live voice AI, and its earnings call shows ACE customer growth up 144% year-over-year to 4,800+.
Rob Wilkinson · 23 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
Modernizing the Contact Center with AI: Rebecca Wettemann on Rethinking Metrics, Handoffs, and Agent Experience
Valoir Principal Rebecca Wettemann explains why legacy contact center metrics like AHT and FCR no longer work.
Rob Wilkinson · 10 Feb 2026
From Gut Feel to Hard Data: How Fundraising Direct Rebuilt Hiring with HiringBranch
At Customer Contact Week, HiringBranch, Fundraising Direct, and Bell Canada showed how AI-powered skills-based hiring cuts interviews, speeds training, and lifts CX outcomes.
Rob Wilkinson · 6 Feb 2026
CX Leaders, Stop Repeating These 3 Service Mistakes in the Age of AI
At CCW Orlando, Barasch & McGarry COO Sangeetha Rai revealed three service mistakes CX leaders repeat in every evolution of customer experience, from outsourcing to AI.
Rob Wilkinson · 29 Jan 2026