Why AI Is Pushing UK Businesses to Take Back Control of Their Data
IDC research commissioned by Expereo shows UK businesses are prioritizing data control as AI security and sovereignty concerns grow.
Sophie Wilson · 23 Sept 2026
Optimove AI Is Betting Big on Agentic Marketing. Most CRM Teams Aren’t Ready
Agentic AI is moving into the CRM and marketing stack, Optimove AI is betting it has the controls businesses need.
Rebekah Carter · 22 Sept 2026
Dreamforce 2026 Roundup: Salesforce Has an ‘Easy Button’ for AI. But CX Leaders Still Face the Hard Decisions.
Constellation Research’s Liz Miller explains Salesforce AIforce, Koa, headless CRM, and why CX leaders must prioritize customer outcomes over AI hype.
Rob Scott · 22 Sept 2026
From Prebuilt Agents to Vibe Coding: Salesforce’s New CX Playbook
Salesforce Agentforce CPO John Kucera explains how AIforce, Koa, prebuilt agents, and custom interfaces could reshape CX—and what leaders must govern first.
Rob Scott · 22 Sept 2026
The Flatbot Is Dead. The Real CX Question Is What Replaces It.
At Dreamforce 2026, CX Today’s Rob Scott explores why “flatbots” are being replaced by agentic AI built to personalize service, reduce escalations, and drive revenue.
Rob Scott · 18 Sept 2026
Salesforce’s Agentic CX Vision: 8 Dreamforce Announcements CX Leaders Need to Act On
Dreamforce 2026: Eight Salesforce announcements CX leaders need to know, from AI agents and CCaaS to Koa, governance, and human handoffs.
Rob Scott · 16 Sept 2026
How Customer Experience Platforms Are Becoming AI Orchestrators
The language around customer data is changing, with customer data platforms (CDPs) being positioned as foundations for AI-native operations, real-time decisi...
Nicole Willing · 16 Sept 2026
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
5 Questions to Ask Before You Buy an AI-Ready Customer Data Platform
The appeal of an “AI-ready customer data platform” is easy to understand. Organizations want more joined-up customer journeys, faster service, better recomme...
Nicole Willing · 9 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
Can Sprinklr Customers Keep Up With Its AI-Powered CX Ambitions?
Sprinklr is scaling customer intelligence and agentic AI, yet data quality and workflow design remain critical customer hurdles.
Francesca Roche · 3 Sept 2026
Verint Warns AI Value Needs Better Data
Verint’s 2026 report shows contact center AI spend is rising, but fragmented data may stop CX teams proving real business value.
Rob Wilkinson · 3 Sept 2026
Genesys Unveils AI Control Plane and Agentic Orchestration Stack at Xperience 2026
Genesys launches its AI Control Plane, Navigator, and Orchestrator to connect AI agents, customer data, and service workflows
Rhys Fisher · 3 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
Where Does the CDP Fit in an Agentic AI Strategy?
In this CX Today interview, Nicole Willing speaks with Richard Manthorpe, Director of Product Management at Content Guru , about the changing role of custome...
Nicole Willing · 1 Sept 2026
Bill Gates AI Warning Should Shake CX Leaders
AI in CX is no longer a question of whether service teams can automate more work. Bill Gates’ latest warning about artificial intelligence points to a sharpe...
Rob Wilkinson · 31 Aug 2026
Salesforce’s Outcome-Based Pricing: Strategic Masterstroke or Defensive Scramble Against AI Seat Compression?
Salesforce’s Q2 earnings show how AI agents are forcing a shift from seat licenses to outcome-based pricing for enterprise CX buyers.
Rob Wilkinson · 27 Aug 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
ServiceNow, Salesforce, and Synthflow expose the operational issues behind agentic CX
ServiceNow, Salesforce, and Synthflow show why CX AI now demands new workforce planning, resolution metrics, and agent governance.
Rob Wilkinson · 24 Aug 2026
The Dialpad AI Contact Center and Agentic AI: What Dialpad Agentic AI Has Shipped, Slipped, and Left Unanswered
The Dialpad AI contact center is here, what's proven, what's still coming, and what's still next for CX buyers?
Rebekah Carter · 14 Aug 2026
Big CX News from Five9, Cisco, Meta & More
The latest and greatest news stories from the biggest vendors in the customer experience and service space, including: Five9, Cisco & Meta
Rhys Fisher · 14 Aug 2026
Cisco Resolves 145,000 Support Cases Using Agentic AI
Cisco says agentic AI resolved 145,000 support cases, revealing CX potential alongside mounting infrastructure and pricing pressures.
Francesca Roche · 13 Aug 2026
Gartner Magic Quadrant for CRM Sales Platforms 2026: The Rundown
Gartner’s 2026 Magic Quadrant for CRM Sales Platforms ranks Salesforce and Microsoft as Leaders, while others shift position.
Rhys Fisher · 12 Aug 2026
Genesys Puts AI Trust at the Center of Its Agentic CX Strategy
Genesys is putting AI governance, transparency, and cloud resilience at the heart of its agentic AI strategy for contact centers.
Rhys Fisher · 11 Aug 2026
Fin Operator Drives 20,000 AI Support Improvements To Free Employee Capacity
Fin’s Operator aims to optimise AI support through human-approved changes to knowledge, workflows, automations and Fin settings.
Francesca Roche · 10 Aug 2026
The AI Race Has a Customer Experience Problem
RocketPhone.ai CEO Muj Choudhry explains why AI customer experience projects need trusted data, human oversight, and clear business outcomes.
Rhys Fisher · 10 Aug 2026
NiCE Wins Big CX AI Deals, But Enterprise Adoption Takes Time
NiCE secured major HMRC and healthcare CX AI deals, but its Q2 call revealed the data, governance, and deployment hurdles facing enterprises.
Rhys Fisher · 6 Aug 2026
How Gupshup Is Making Enterprise AI Orchestration the New CX Control Plane
Gupshup’s enterprise AI orchestration connects context, workflows and channels, helping Treebo improve WhatsApp hotel discovery.
Sophie Wilson · 5 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
Amazon’s Q2 Earnings Expose the Hidden AI Cost Crisis Crippling Enterprise CX
Amazon's Q2 earnings reveal a shift to autonomous AI agents and expose the hidden inference costs crippling enterprise customer experience strategies.
Rob Wilkinson · 3 Aug 2026
From SaaS to Agents-as-a-Service: Microsoft’s Aims to Redefine the CX Tech Stack
Microsoft’s Q4 earnings show CX tech shifting from SaaS seats to autonomous AI agents, usage-based billing, and agent-first workflows.
Rob Wilkinson · 30 Jul 2026
Why the 2026 Conversational AI Gartner Magic Quadrant Doesn't Add Up
Wayne Butterfield questions the 2026 Gartner Conversational AI MQ, calls out an acquisition double standard, and shares what buyers should do
Rhys Fisher · 29 Jul 2026
Zendesk on the Rise of the Agent System and the New Roles Reshaping Customer Service
In this CX Today interview, Rob Wilkinson speaks with Hannah Deveney, Senior Director, Product Management at Zendesk , about the rise of the agent system and...
Rob Wilkinson · 29 Jul 2026
SAP Talks Up AI Agents, but Where Are the CX Wins?
SAP’s Q2 earnings call showcased AI agent ambition and operational results, but offered limited evidence of customer service transformation.
Rhys Fisher · 28 Jul 2026
The CX AI Risk Most Teams Still Cannot See
Gartner, CallMiner, and ServiceNow reveal why CX leaders need a stronger operating model for AI agents, customer automation, and AI risk.
Rob Wilkinson · 28 Jul 2026
HubSpot Takes Aim at AI Agent Sprawl
HubSpot launches Agent Hub and Agent Builder to help CX, sales, and marketing teams manage AI agents with shared CRM context.
Rob Wilkinson · 27 Jul 2026
Gartner to CX Leaders: Stop Treating AI Agents Like Employees
Gartner VP Analyst Kathy Ross explains why managing AI agents like human employees is a costly mistake, and who should own AI oversight.
Rhys Fisher · 22 Jul 2026
Forget the Rulebook: How Self-Learning AI Is Rewriting Contact Center Automation
In this discussion, Rhys Fisher, Associate Editor at CX Today, sits down with Claudio Rodrigues, Chief Product Officer at Omilia , to dig into one of the mos...
Rhys Fisher · 22 Jul 2026
The Outbound Visibility Problem No One Talks About
Outbound teams have never had more data at their fingertips, yet many struggle to answer basic questions about campaign performance. Without a unified view, ...
Francesca Roche · 21 Jul 2026
CCW 2026: From Crisis Moments to Contained: easyJet's Contact Center Transformation with Microsoft
A packed Academy Ballroom at Caesars Forum. Thousands of contact center leaders on their feet. And a conversation about what AI-first service actually look...
Rob Scott · 20 Jul 2026
Autonomous CX: Useful Automation or Another Layer of Complexity?
Autonomous CX is becoming one of the most important AI customer service debates, but the promise comes with a warning. If businesses automate weak foundation...
Rob Wilkinson · 20 Jul 2026
From Reactive Support to Autonomous Resolution: How Agentic AI Will Change Customer Service
Agentic AI is shifting customer service from reactive support to autonomous resolution. Discover how AI orchestration layers are impacting CX
Blair Pleasant · 17 Jul 2026
Why PwC and OpenAI Are Betting Big on Agentic Customer Service
PwC US has launched agentic contact and service solutions with OpenAI, combining multimodal voice AI and a joint Center of Excellence.
Rhys Fisher · 16 Jul 2026
Oracle Widens Fusion Agentic Applications to More Builders with AI-Native Launch
Oracle’s new builder experience helps more organizations create and run governed agentic applications inside Fusion Applications.
Francesca Roche · 15 Jul 2026
Beyond the Bot: Why the Next Generation of Virtual Agents Are Built for Orchestration, Not Just Automation
Some frustrations in life are fairly universal. Whether it’s someone stealing the parking spot right outside your house, accidentally stubbing your toe, or h...
Rhys Fisher · 15 Jul 2026
Valoir Warns CX Leaders: AI Ambition Can Backfire Fast
Rebecca Wettemann of Valoir joins CX Today to discuss AI in customer experience, from data challenges and workforce change to trust, governance, and scaling beyond pilots.
Rob Wilkinson · 14 Jul 2026
Your Contact Center AI is Failing - And You Probably Built it That Way
In this CX Today discussion, host and Associate Editor Rhys Fisher sits down with Claudio Rodrigues, Chief Product Officer at Omilia , to cut through the AI ...
Rhys Fisher · 14 Jul 2026
Cresta Targets Contact Center AI Deployment Gap
Cresta says contact center AI deployment fails when agent readiness lags. Its new simulator aims to improve AI training.
Sophie Wilson · 9 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
The Contact Center AI Governance Gap Is Costing You
When it comes to conversations about AI in the contact center, more often than not, the technology discussion is thorough, but the governance discussion is r...
Rhys Fisher · 9 Jul 2026
Accenture Edge and Google Cloud Launch Agentic AI Solutions
Accenture Edge and Google Cloud launch agentic AI solutions for mid-market companies, powered by Gemini Enterprise and Agentic Data Cloud.
Alex Cole · 9 Jul 2026
Salesforce Commits $1 Billion Agentforce Investment to Switzerland
Salesforce commits $1B to Switzerland over five years as Agentforce delivers autonomous CX at scale across healthcare and retail.
Alex Cole · 8 Jul 2026
Stop Calling It a Chatbot: Rewriting the Rules of Virtual Agent AI
Host Rhys Fisher, Associate Editor at CX Today, sits down with Tom Azernour, AI Product Manager at Diabolocom , to unpack why the virtual agent category is l...
Rhys Fisher · 8 Jul 2026
Forget the Model Wars. Vendors Are Now Competing on Enterprise AI Deployment
The likes of AWS, Microsoft, Anthropic and OpenAI are investing in forward deployed engineers to help enterprises deploy AI securely.
Nicole Willing · 7 Jul 2026
Pitch‑Perfect CX: World Cup Lessons from Infobip’s AI Fan Companions
Are Infobip's PitchMate and RaceMate more than World Cup stunts? Discover the agentic CX patterns that can enhance customer engagement
Zeus Kerravala · 6 Jul 2026
The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said.
I have sat through a lot of panels at customer experience events. Most of them are polite. Speakers agree with each other. Nobody says the uncomfortable thin...
Rob Scott · 2 Jul 2026
What Does an AI-Native Contact Center Actually Look Like? Zoom CX Made the Case at CCW 2026
What is an AI-Native Contact Center? Architecture vs Add-Ons An AI-native contact center is one where AI is built into the core architecture from the ground ...
Rob Scott · 1 Jul 2026
CCW 2026: The CCW Panel That Changed How I Think About AI Powered CX. Here Is What They Said
Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect Customer) , Deepak Nair (SVP, AI Transformation, Citizens Bank) , and Justin Robbins (Founder an...
Rob Scott · 1 Jul 2026
The ISG Customer Experience Management Advanced Buyers Guide 2026: 6 Top Takeaways
ISG evaluated 28 CXM vendors in its 2026 Buyers Guide. Here are the six key takeaways for contact center, customer service, and CX leaders.
Rhys Fisher · 30 Jun 2026
Genesys Acquires Pinkfish to Close the Contact Center Automation Gap
Genesys has acquired agentic orchestration firm Pinkfish, aiming to help contact centers move from customer conversation to enterprise action
Rhys Fisher · 30 Jun 2026