Agentic AI in Customer Service
Frontier AI Slowdown Debate: What It Means for CX Leaders
As Altman, Musk, and Amodei call for slower frontier AI development, CX leaders face new questions on governance and trust.
Sophie Wilson · 17 Sept 2026
Cresta Puts AI Customer Service in Beast Mode
Cresta’s AI customer service campaign with Marshawn Lynch highlights faster support, better context, and smoother human handoffs.
Sophie Wilson · 16 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
Avaya’s AI Strategy Warning: CX Vendors Are Splitting Fast
Zeus Kerravala of ZK Research joins CX Today to discuss which CX vendors are leading on AI, where Avaya stands, and what buyers should watch next.
Rhys Fisher · 31 Aug 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
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 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
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
Moving Beyond Legacy Contact Centers to Future-Proof CX: What Enterprise Buyers Need to Know
In this CX Today interview, Nicole Willing speaks with Martin Taylor, Co-Founder and Deputy CEO at Content Guru , about the market forces reshaping contact c...
Nicole Willing · 27 Jul 2026
"Be the 5%": Amazon Connect Customer Reveals the Ultimate AI Playbook
I have a confession to make. I came to CCW Las Vegas expecting the usual mix of keynote optimism and carefully managed case studies. What I did not expect ...
Rob Scott · 21 Jul 2026
Why AI Projects Stall and What the Best Partner Ecosystems Change
In this interview, recorded live at NiCE World London, CX Today's Rob Wilkinson sits down with Dorothy Copeland, Chief Partner Officer at NiCE , to unpack ...
Rob Wilkinson · 16 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
How Casio Is Transforming CX With RingCentral - One Deliberate Step at a Time
Casio's Mike Bagala on replacing legacy infrastructure with RingCentral and using AI for agent quality control
Rob Scott · 7 Jul 2026
Cityside Fiber's CX Leader on AI, Soft Skills, and Owning Your Seat at the Table
Cityside Fiber's Andrew Rios on rising customer expectations, why coachability beats skills, and tips for CX leaders starting their AI journey
Sophie Wilson · 2 Jul 2026
Cresta's CMO on the Unified AI Workforce - and Why Synthetic Customers Are the Next Big Thing
Cresta CMO Russel Banzon on why AI agents work best alongside humans and how synthetic customers will transform enterprise CX
Sophie Wilson · 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
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
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
From Reactive to Agentic: What an AI Native Contact Centre Actually Looks Like
In this CX Today interview, Rob Wilkinson speaks with Jonathan Barouch, GM of Contact Center at Zendesk , about what “AI-native” and “agentic” actually mean ...
Rob Wilkinson · 29 Jun 2026
Datamark’s Playbook for Real-Time CX Changes
Ali Karim, VP of Solutions at Datamark, explains how to shift from static journey maps to dynamic customer journeys, plus AI adoption tips and CX metrics that matter.Copy messageFork chatDelete messageRegenerate responseEdit as PageGood response
Rob Wilkinson · 26 Jun 2026
CCW 2026: Is AI Making Customer Experience Better - or Just Cheaper?
Rob Scott, Publisher at CX Today , sits down with Jeremie Abou, Sales Lead at Diabolocom , on the floor of CCW Las Vegas to ask the question the industry kee...
Rob Scott · 25 Jun 2026
Contact Center AI Is Only as Good as the Data Behind It – So Why Are We Ignoring the Data?
Rhys Fisher, Associate Editor at CX Today , sits down with Dave Rennyson, CEO of SuccessKPI , to tackle one of the most pressing yet underexplored challeng...
Rhys Fisher · 25 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
The AI Shutdown No One Saw Coming and What Enterprises Must Do Before the Next One
How the Mythos model ban is forcing enterprises to rethink AI resilience, vulnerability management, and autonomous security remediation.
Francesca Roche · 23 Jun 2026
Salesforce's $3.6B Fin Grab: Smart Power Move or Integration Gamble?
Simon Leyland and Zeus Kerravala on why the Salesforce-Fin deal reshapes the entire AI customer experience market.
Rhys Fisher · 22 Jun 2026
How AI Voice Ordering Is Freeing Restaurant Staff to Actually Do Hospitality
What does the future of restaurant service look like when the technology becomes invisible? Speaking with Andy Grindstaff, Director of Enterprise Restaurant ...
Francesca Roche · 18 Jun 2026
Aithos Finds Every Major AI Model Fails EU Legal Checks: Why CX Teams May Own the Next Fine
Nadia Kadhim of Aithos explains why leading AI models are failing compliance checks and what CX leaders must do before deploying agents.
Nicole Willing · 11 Jun 2026
Salesforce Agentforce Heats Up the Consolidation Fight, UJET Says It Could Backfire
UJET's Baker Johnson argues that Salesforce's Agentforce contact center push risks deepening vendor lock-in rather than solving it.
Rob Wilkinson · 11 Jun 2026
Legacy CRM Wasn’t Built for AI: The Case for a New Stack
Jason Eubanks, Co-Founder and CEO of Aurasell, on why legacy CRM systems may struggle with agentic AI and what CX leaders should ask vendors.
Nicole Willing · 5 Jun 2026
Kore.ai’s Raj Koneru Reveals the Multi-Agent CX Shift Leaders Can’t Ignore
Raj Koneru, Founder and CEO at Kore.ai, explains why multi-agent AI is the next phase of CX, and what leaders need for governance, observability, and real ROI.
Rob Wilkinson · 4 Jun 2026
Your Board Wants ROI in Six Months - Your Contact Center Needs Eighteen
Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisi...
Rob Scott · 3 Jun 2026
Cisco: The AI Chatbot Era Is Dead – Here's What Comes Next
At Cisco Live 2026, Cisco pulled back the curtain on a suite of AI-native tools designed to help organizations orchestrate, secure, and manage a blended work...
Rhys Fisher · 2 Jun 2026
Two Lanes, One Outcome: Designing Dual Paths for Humans and AI
In this CX Today interview, Carrie Brough, Director of Strategy and Ops for TTEC Digital EMEA, argues that a single CX model is fast becoming a liability. Br...
Nicole Willing · 28 May 2026
Keep Your Contact Center AI Stack Flexible Without Vendor Lock In
In this CX Today interview, Nicole Willing speaks with Rhys Harris, AI Product Director at Content Guru , about what AI lock in actually looks like in practi...
Nicole Willing · 26 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
Why Non-Linear CX Needs Emotionally Aware AI
Alorica’s co-CEOs explain how emotionally aware AI and real-time data are reshaping dynamic, non-linear customer journeys.
Nicole Willing · 22 May 2026
AI Handoffs Are Breaking Trust, Concentrix Warns
Craig Cotton, VP at Concentrix, explains why broken AI-to-human handoffs risk customer trust and how CX teams can improve handoff quality.
Nicole Willing · 20 May 2026
CX Leaders Can’t Ignore This Agentic AI Lesson From the Pocket OS Outage
Alex Gallego, CEO of Redpanda Data, explains what the Pocket OS outage reveals about agentic AI governance and risks in CX workflows.
Nicole Willing · 15 May 2026
Not Building Trust Before AI Agents Is a Mistake
Rob Wilkinson sits down with Amazon Connect Customer leaders, Tony Shen and Jeremy Puent, to unpack what slows real deployments down, where things go wrong...
Rob Wilkinson · 13 May 2026
AI Is Breaking Contact Center Security—Are You Ready?
In this CX Today roundtable, security experts explain how AI scales fraud and why risk-based contact center security matters.
Nicole Willing · 12 May 2026
Is Agentforce Contact Center the Fix for CX Fragmentation, or a New Risk Layer?
Zeus Kerravala and Dave Michels debate whether Salesforce's Agentforce Contact Center is a genuine step forward for CX or a new layer of risk.
Rob Wilkinson · 8 May 2026
Build or Buy AI Agents? CX Leaders Face a Call, Says 8x8
Dhwani Soni, Global VP at 8x8, breaks down why enterprises are choosing custom-built AI agents over off-the-shelf bots in CX.
Nicole Willing · 4 May 2026
Why Retail Leaders Are Ditching Scripted Chatbots for Agentic AI
Agentic AI is pushing retail customer experience beyond the limits of scripted chatbots, and Gilbert Gooijers, Managing Director and Chief Operating Officer ...
Nicole Willing · 1 May 2026
Regal CEO says "The AI Regulation Patchwork Is Holding Innovation Back"
Regal CEO Alex Levin explains what California’s AI executive order means for customer-facing AI, regulation, transparency, and CX governance.
Francesca Roche · 30 Apr 2026
Hot Takes or Hard Truths? The 2026 AI & CX Reality Check with Transcom
Everywhere you turn, the conversation about AI and customer experience sounds the same. AI will replace the contact center. Customers don't want to talk to h...
Nicole Willing · 30 Apr 2026
How to Benchmark Readiness Before You Scale GenAI
Technology Journalist , Francesca Roche , sits down with Hideki Hashimura, CRM and CX Strategist at redk . With MIT research showing 95% of enterprise Ge...
Francesca Roche · 22 Apr 2026
From Cost Center to Value Creator: The CFO-Ready Playbook
In this CX Today interview, Rob Wilkinson sits down with Matt Clare, VP Product Marketing at UJET , to unpack how CX leaders can translate customer conversat...
Rob Wilkinson · 20 Apr 2026
Real-Time CX Moves Off Dashboards And Onto The Retail Front Line
In this CX Today interview, Nicole Willing speaks with Michael Zagorsek, Chief Operating Officer at SoundHound AI, about what’s changing and why real-time decisioning is finally becoming practical across channels.
Nicole Willing · 16 Apr 2026
How AI in the Contact Center is Powering Real-Time Insights, Smarter Agents & Better ROI
Discover how a unified CX platform uses AI to deliver real-time insights, smarter routing, and personalized customer experiences.
Nicole Willing · 15 Apr 2026
The AI Fix for Vanishing Customer Journeys
Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications , to explore why customer journeys break down...
Christopher Carey · 15 Apr 2026
The Future of Community Platforms: AI, Automation & the Next Evolution
Community platforms have come a long way from siloed, one-off research tools – and the next evolution may be closer than you think.
Francesca Roche · 15 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
How is AI Reshaping CRM & Customer Data Stacks, & How Can Leaders Prove Investments Deliver Value?
In this roundtable, a panel of CX leaders from ServiceNow, Zendesk, Zoho, Freshworks, and Arion Research join CX Today's Nicole Willing.
Nicole Willing · 14 Apr 2026
CX Metrics In The Age Of AI: Stop Optimising For Speed
Contact centre metrics are evolving as AI reshapes CX. Experts explain why AHT is declining and what KPIs leaders should prioritise instead.
Rob Wilkinson · 10 Apr 2026
How Cloud Voice AI Is Reviving the Contact Center in 2026
Explore how voice AI and CCaaS platforms are transforming contact centers through automation and scalable voice infrastructure.
Nicole Willing · 7 Apr 2026
AI Agents, Customer Data & the Law: What CX Leaders Need to Know
View on YouTube . In this interview, Nicole Willing speaks with Kristina Holt, Managing Associate at Foot Anstey , about the legal and privacy implications o...
Nicole Willing · 7 Apr 2026
The Agentic AI Era Has Arrived! AI Agents and Their Role in CX
The agentic AI era has arrived, and customer experience is leading the charge. But what does that actually mean for enterprises trying to plan, prioritise,...
Nicole Willing · 2 Apr 2026
How AI Agents Will Reshape Customer Engagement on Social Platforms
View on YouTube . Ravi Surampudi, Senior Manager, GTM at Workday , believes the next big shift in social platforms won’t simply be about more automation — it...
Francesca Roche · 1 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
Cutting Through the AI Hype: Here's How to Actually Measure What Matters
Rhys Fisher, Associate Editor at CX Today , sits down with Rémi Guinier, Head of AI Product at Diabolocom , to tackle one of the most pressing challenges i...
Rhys Fisher · 26 Mar 2026