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 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
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
How to Improve Contact Center Agent Efficiency with AI: A 2026 Evaluation Guide
Six AI capabilities that measurably improve contact center agent efficiency in 2026 - with benchmarks, expert quotes, and buyer evaluation.
Sean Nolan · 24 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
One Third of Agents Are Ready to Quit Because of AI Absence, Verint Warns
Verint's 2026 report reveals 31% of contact center agents plan to quit, putting customer experience directly at risk
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
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