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
UJET Says Contact Center AI Adoption Is Moving Too Fast, Which Creates New Risks
Contact center AI adoption is accelerating, but UJET’s recent customer visits suggest speed alone is a weak measure of progress. This emerged as a central th...
Rob Wilkinson · 8 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
The CRM Trap: Why Most Contact Centers Are Paying for Integrations That Don't Actually Work
Many contact centers have CRM integrations that technically work, but still fail the people who use them every day. That distinction matters because agents a...
Rob Wilkinson · 13 Aug 2026
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience...
Rob Wilkinson · 6 Aug 2026
Zendesk Explain Why The App Sidebar Is Dead
AI is forcing a rethink of the agent workspace. As service organizations move from simple copilots to autonomous AI agents, the old model of tabs, side panel...
Rob Wilkinson · 5 Aug 2026
Why Burnout Is a Scheduling Problem, Not a Motivation Problem
Burnout remains a persistent challenge for modern workforces, yet continues to be misdiagnosed as a personal resilience issue. With the problem running deepe...
Francesca Roche · 29 Jul 2026
ServiceNow on the CX Shift Legacy CRM Can’t Handle
Rob Wilkinson speaks with Mark Ashton, VP Solution Consulting CRM, EMEA at ServiceNow , about why traditional CRM is no longer enough for modern customer exp...
Rob Wilkinson · 29 Jul 2026
Why are Brands Still Failing Customers with Generic AI?
Explore why bad AI experiences frustrate customers and how brands can rebuild trust through smarter CX automation.
Francesca Roche · 23 Jul 2026
Vonage On Bridging ITSM And CSM In ServiceNow Without Losing Context
Enterprises already run mature ITSM processes. Many also run customer-facing service operations with different priorities and tools. The trouble starts when ...
Rob Wilkinson · 16 Jul 2026
Stop Chasing Perfect Forecasts. Start Running a Service Team That Can Adapt in Real Time.
Metric Sherpa's Justin Robbins explains why contact centers must abandon static planning and embrace dynamic workforce orchestration to adapt
Justin Robbins · 14 Jul 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
AI Can Make Service Faster, But Can It Make It Feel More Human?
AI customer service is moving quickly, but customers are not asking brands to replace empathy with efficiency. That is the tension at the heart of ServiceNow...
Rob Wilkinson · 13 Jul 2026
Your Contact Center AI Is Cutting Costs; It Should Be Driving Revenue
You’d be surprised at just how many CEOs are picking up the phone and calling their own contact centers. Not to check on staffing levels or review a transcri...
Rhys Fisher · 9 Jul 2026
Vonage Integration with ServiceNow Addresses the "Two-Desktop" Challenge
Service leaders already know the pattern. A call comes in and an agent starts hunting. They jump between the telephony desktop, ServiceNow, and whatever syst...
Rob Wilkinson · 8 Jul 2026
How ODEON Cinemas is Redefining Empathetic Guest Service With Zendesk
How ODEON Cinemas used Zendesk to balance AI efficiency with empathetic, human-centred guest service at scale.
Francesca Roche · 7 Jul 2026
Beyond CSAT and AHT: The New Metric Stack for AI‑Driven CX
As CX leaders race to roll out automation, one reality is getting harder to ignore: traditional contact center metrics were built for a world of human produc...
Rob Wilkinson · 6 Jul 2026
Why Most CX Migrations Fail – And How to Avoid It
When a CX migration goes sideways, the post-mortem almost always points the finger at technology. If this were a whodunit, technology would be the butler, th...
Rhys Fisher · 30 Jun 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 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
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
NiCE World 2026: Where CX AI Gets Real in Orlando
NiCE World 2026 brings CX, contact center, and AI leaders to Orlando with Scott Russell, Jason Sudeikis, AI agents, and CXone sessions.
Rob Wilkinson · 28 May 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
Detect, Decide, Route: A Practical Blueprint for Dual-Lane CX
The CX industry has spent the better part of the last decade building smarter front doors. IVRs that understand intent, chatbots that handle volume, and virt...
Nicole Willing · 21 May 2026
Empathy for Humans, APIs for AI: Why One CX Model No Longer Works
The contact center industry was established on the design principle that good service requires an understanding of human intent, the ability to read emotiona...
Nicole Willing · 14 May 2026
Salesforce Aims to Redefine CRM Access with Headless 360
Salesforce Headless 360 moves workflows into Slack, Teams, and WhatsApp, removing the need to log into CRM interfaces.
Francesca Roche · 16 Apr 2026
Human-in-the-Loop AI: The Design Guardrail You’ll Wish You Built Earlier
It's time for CX leaders to embrace human-in-the-loop AI. Here's how you can create a strategy that doesn't hold back innovation.
Rebekah Carter · 18 Mar 2026
Why Sun River Health Fixed Employee Friction Before Fixing Patient Experience
How Sun River Health modernized its contact center using AI and RingCentral to reduce employee friction, improve first‑call resolution, and deliver better patient experiences.
Rob Scott · 12 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
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
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
Why Bringing Customer Service Home Isn't Always Worth It
VodafoneThree brought 400 jobs back to the UK. But does onshore customer service really pay off? New data reveals when local contact centers deliver ROI.
Rhys Fisher · 28 Jan 2026