Altman, Musk, and Amodei Want an AI Slowdown - But Who Benefits?
Altman, Musk and Amodei support an AI slowdown. Is it a genuine safety intervention, or a strategic move by frontier AI leaders?
Sophie Wilson · 15 Sept 2026
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
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
Gartner Warns CX AI Budgets Are Surging
Gartner says customer service AI spending rose 38%, but CX leaders now face urgent governance, ROI, and trust challenges.
Rob Wilkinson · 2 Sept 2026
The End of Per-Seat SaaS: How Microsoft, Salesforce, and Zoom Are Rewriting CX Economics
Microsoft, Salesforce, and Zoom earnings reveal a massive shift from per-seat SaaS to digital labor. Discover what AI seat compression means for enterprise CX.
Rob Wilkinson · 31 Aug 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
Can Crescendo’s AI Agents Really Run the Whole CX Operation?
Crescendo launches an AI-native CX platform using AI agents to run service operations, improve quality, and challenge legacy CX stacks.
Rob Wilkinson · 28 Aug 2026
Marc Benioff Maintains "There is No SaaSpocalypse" as Salesforce Argues AI Models Need Software
Salesforce CEO Marc Benioff rejects the SaaSpocalypse narrative, arguing enterprises will consume AI through the software they already use.
Nicole Willing · 27 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
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
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
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
The Agentic AI Reality Check: Why Trust and Control Are Eclipsing Model Power
HubSpot, Microsoft, OpenAI, and autonomous ransomware reveal why trusted execution is becoming the defining issue in CX AI.
Rob Wilkinson · 16 Jul 2026
Why Amazon’s Salesforce MCP Move Matters For CX
Amazon Connect Customer and Salesforce integrated via MCP, signaling a major shift in AI orchestration, self-service, and contact center CX.
Rob Wilkinson · 14 Jul 2026
Most CX Leaders Are Still Buying for the Last AI Cycle
Salesforce, HubSpot, Genesys, and Microsoft show how CX AI is shifting toward orchestration, governance, and operational execution.
Rob Wilkinson · 7 Jul 2026
Stop Letting Your AI Agents Off the Hook
Rhys Fisher, Associate Editor at CX Today , is joined by Dave Rennyson, CEO of SuccessKPI , for a candid conversation about what it actually means to run a c...
Rhys Fisher · 1 Jul 2026
Salesforce Makes Agentforce Commerce Generally Available Ahead of Peak Season
Salesforce has launched Agentforce Commerce, bringing Shopper, Buyer, and Merchant Agents to general availability.
Rhys Fisher · 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
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
Zoom Pushes CX AI Beyond Deployment at CCW
Zoom launched Agent Architect and Agent Performance Suite to help CX teams optimize AI performance and improve customer outcomes.
Rob Wilkinson · 22 Jun 2026
IBM Vs ServiceNow, Who Owns Agentic AI Governance?
IBM Guardium and ServiceNow AI Control Tower take different routes to agentic AI governance, visibility, compliance, and enterprise control.
Rob Wilkinson · 17 Jun 2026
Forget Skynet: What Airbus’s AI Defense Tech Means For Enterprise CX
Airbus has introduced a military AI agent mesh with 90 micro-agents. Discover how Jonathan Debure's strategy signals the future of CX automation.
Rob Wilkinson · 17 Jun 2026
The Agentforce Proof Points Hidden Inside Salesforce's $1 Billion Italy Bet
Salesforce commits $1 billion to Italy, with Agentforce deployments at Telepass and Trenitalia revealing agentic AI's role in enterprise CX
Rhys Fisher · 16 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
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
The Legacy Survey is Dead: How Sprinklr's AI Containment is Ruthlessly Displacing Point Solutions
Sprinklr’s Q1 shows enterprises replacing survey-only CX tools fast, chasing AI containment and consolidating stacks into unified experience platforms.
Rob Wilkinson · 3 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
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
From Device Data to Workflow Automation: Lenovo and ServiceNow’s CX Stack Play
Lenovo explains how xIQ and ServiceNow connect device intelligence to workflow automation to reduce friction and support CX across the revtech stack.
Rob Wilkinson · 2 Jun 2026
How Zoom's New AI Agent Could Cut Post-Call Wrap-Up for Good
Zoom's new AI agent, ZoomMate, automates post-call workflows and surfaces live customer data. Here's what CX teams need to know.
Rhys Fisher · 2 Jun 2026
Afiniti Wants to Own Contact Center AI Decisioning
Afiniti launches a unified AI decisioning platform for enterprise contact centers, targeting retention, routing, automation, and CX value.
Rob Wilkinson · 1 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
Inside PenFed’s Salesforce Agentforce Deployment: $1.6M Saved And Faster Calls
PenFed Credit Union detailed its Salesforce Agentforce deployment on the latest earnings call, citing $1.6M savings and reductions in handle time and after-call work.
Rob Wilkinson · 28 May 2026
Salesforce's AI Agents Are Now Outworking Its Human Support Teams
Agentforce hits $1B ARR as Salesforce Q1 results reveal AI agents handling double the inquiries of human support staff.
Rhys Fisher · 28 May 2026
Fujitsu and Anthropic Put Human-in-the-Loop CX on Notice
Fujitsu’s self-evolving AI agents and new Anthropic partnership challenge human-in-the-loop CX. Here’s what it means for CCaaS and governance.
Rob Wilkinson · 27 May 2026
Kustomer Pushes Outcome-Driven AI as CX Leaders Demand Proof
Kustomer argues CX AI should be measured by retention and loyalty, not ticket metrics, as it expands its AI-native platform with Kustomer Architect.
Rob Wilkinson · 26 May 2026
Zoom Is Turning CX Into A Revenue Engine, Should Legacy CCaaS Be Worried
Zoom’s Q1 FY2027 call signals aggressive CCaaS disruption, paid AI attach in ZCX deals, and early moves toward outcome-based AI pricing.
Rob Wilkinson · 25 May 2026
Assembled Brings MCP to WFM as Contact Centers “Rewire” Around AI
Assembled launched an MCP server for contact center WFM, connecting Claude and ChatGPT to live workforce data for faster reporting and intraday actions.
Rob Wilkinson · 21 May 2026
Kore.ai Makes Its Third Wave Play, Multi-Agent Orchestration For CX
Kore.ai launches an Agent Platform to orchestrate multi-agent CX systems as the third wave of enterprise AI shifts beyond chatbots into autonomous teams.
Rob Wilkinson · 21 May 2026
Nvidia’s Earnings Prove Agentic AI Is Now An EX And CX Weapon
NVIDIA Q1 FY2027 earnings show agentic AI momentum, but the CX takeaway is internal EX automation, including 66% support deflection.
Rob Wilkinson · 21 May 2026
From Inbox Chaos To Journey Control: Inside Vantage Towers’ ServiceNow AI Shift
Vantage Towers CIO Tobias Steinig explains how ServiceNow AI shifts landlord management from fragmented case handling to dynamic customer journeys.
Rob Wilkinson · 18 May 2026
ServiceNow’s Knowledge 26 Warning: Govern AI Agents Or Watch Them Break Things
ServiceNow Knowledge 26 showed how FedEx, NVIDIA, Lenovo, and Vantage Towers are turning governed AI agents into real CX workflows.
Rob Wilkinson · 14 May 2026
ServiceNow’s Heath Ramsey: The Gap in Agentic AI Is Governance
ServiceNow’s Heath Ramsey explains why agentic AI in CX needs governance, visibility, and audit trails before enterprises scale automated actions.
Rob Wilkinson · 8 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
Who Is Accountable When Public Sector AI Goes Wrong?
Who's accountable when public sector AI goes wrong? Kayla Vondy on transparency, trust, and why inclusion can't be an afterthought.
Thomas Walker · 7 May 2026
ServiceNow’s Autonomous CRM Pitch: From Intent To Fulfillment, Not Another CRM UI
ServiceNow launches ServiceNow Otto and AI Control Tower, at Knowledge 2026. Michael Ramsey explains what “intent to fulfillment” means.
Rob Wilkinson · 6 May 2026
ServiceNow Unveils Agentic AI to Replace Manual CRM
ServiceNow unveils Autonomous CRM and AI Control Tower at Knowledge 2026. Discover how agentic AI eliminates manual workflows and drives enterprise ROI.
Rob Wilkinson · 5 May 2026
Microsoft Q3 2026 Earnings: The Autonomous CX Era Arrives
Microsoft Q3 2026 earnings reveal a massive shift toward autonomous CX systems. Discover how AI agents are reshaping contact centers and enterprise support.
Rob Wilkinson · 30 Apr 2026
Your AI Agents Are Already Inside Your Contact Center - Do You Know What They're Doing?
AI agents are already inside your contact centre - but most teams can't list them, track their permissions, or shut them down.
Thomas Walker · 29 Apr 2026
Is the Autonomous Enterprise Closer Than You Think in 2026?
Explore how autonomous enterprises are emerging in 2026, with AI-driven, self-optimising systems and governed automation.
Thomas Walker · 29 Apr 2026
Amazon Connect Is Now Amazon Connect Customer – The Name Change Is Only Part of the Story
AWS has rebranded Amazon Connect as Amazon Connect Customer, expanding the platform into a family of four agentic AI solutions.
Rhys Fisher · 29 Apr 2026
You Wait All Year For A CX Copilot, Then Genesys And Microsoft Drop Two At Once
Genesys Cloud Copilot and Microsoft Dynamics 365 CX agents launched the same day. We compare features, scope, and whether the timing was cheeky.
Rob Wilkinson · 28 Apr 2026
Adobe CX Enterprise Coworker - What Does It Mean for the Future of Enterprise CX?
Adobe's most ambitious AI launch yet could redraw the enterprise CX map - and the competition is already taking notice.
Thomas Walker · 23 Apr 2026
Adobe Summit 2026: The Enterprise Playbook For AI-Driven Customer Orchestration
Discover how Adobe Summit 2026 in Las Vegas equips CX leaders with agentic AI tools and strategies to transform enterprise customer experience.
Rob Wilkinson · 8 Apr 2026
Is AI Really Behind the Tech Layoff Wave? Benioff Says No
Salesforce CEO Marc Benioff says blaming AI for tech layoffs is the "lazy way out." So what's really driving workforce cuts?
Rhys Fisher · 6 Apr 2026
ServiceNow’s CX Shift Study Exposes a Hard Truth About AI and Customer Experience
ServiceNow research reveals UK customers lose 445 million hours a year to poor customer service, exposing a growing gap between AI promise and CX reality.
Rob Wilkinson · 2 Apr 2026
AI Now Drives 20% of Genesys's New Business
Genesys reports record Q4 FY2026 results with $2.6B Cloud ARR and 35% YoY growth — but as a private company, not every number makes the cut.
Rhys Fisher · 26 Mar 2026
Salesforce Brings Ambient Intelligence to Sales Calls
Salesforce showcases ambient intelligence for real-time sales workflows and highlights Agentforce upgrades focused on scale, governance, and enterprise outcomes.
Rob Wilkinson · 26 Mar 2026
AI Agents Just Went Mainstream: Mastercard, Alibaba, Shopify, Evri, FedEx Move In
Mastercard, Alibaba, Shopify, Evri, and FedEx are adopting AI agents. Here’s what it means for enterprise CX, trust, and governance.
Rob Wilkinson · 19 Mar 2026