AI Agent
When AI Agents Ignore “No,” Security Gets Real
AI agent security risks are rising as Medicare, Gemini testing, Manchester Airport, and CISA highlight access and identity threats.
Rhys Fisher · 5 min read · 24 Sept 2026
CRM’s Great Escape: Salesforce, HubSpot, Zeotap, and Zendesk Redraw the Data Battle
This week’s CRM news covers Salesforce’s Dreamforce vision, HubSpot’s Smart CRM, Zeotap’s Open CDP, and Zendesk AI agents.
Rhys Fisher · 5 min read · 21 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 · 5 min read · 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 · 4 min read · 3 Sept 2026
Genesys: AI Alone Won’t Fix Broken CX
Genesys’ 2026 State of CX report shows why agentic orchestration, data, cloud, and human agents will define AI-powered CX.
Rob Wilkinson · 7 min read · 1 Sept 2026
Big CX News From Salesforce, Zoom, Meta and Google
The latest news and insights from the biggest vendors in the CX and customer service space, including Salesforce, Zoom, Meta, Google
Rob Wilkinson · 3 min read · 28 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 · 7 min read · 28 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 · 8 min read · 27 Aug 2026
ServiceNow On Why U.K. AI Maturity Lags Soaring Spend
ServiceNow’s Adam Spearing explains why U.K. AI investment is rising faster than maturity, and how leaders can govern AI safely at scale.
Nicole Willing · 2 min read · 25 Aug 2026
Stripe’s OpenRouter Deal Could Reshape AI Agent Pricing
Stripe’s reported OpenRouter deal could reshape AI agent pricing, usage metering, and cost visibility for contact centers
Rhys Fisher · 4 min read · 17 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 · 5 min read · 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 · 8 min read · 30 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 · 1 min read · 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 · 4 min read · 28 Jul 2026
FCC Offshore Call Center Proposal: Why Smart Leaders Are Already Preparing
The FCC's offshore call center proposal has been public since March. In short, the proposal would introduce new rules on how US businesses handle offshore ca...
Rhys Fisher · 6 min read · 28 Jul 2026
Klarna’s AI Customer Service Roadmap: Why Human Support Still Matters
Klarna AI customer service combines automation with human support, showing CX leaders how to improve resolution, trust, and customer effort.
Sophie Wilson · 10 min read · 27 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 · 3 min read · 21 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 · 6 min read · 16 Jul 2026
How Capacity Is Helping Brands Build AI Customer Service That Customers Actually Trust
Capacity and DSW explain how brands can scale AI service while improving CX, self-service, and human support.
Rob Scott · 7 min read · 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 · 1 min read · 14 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 · 6 min read · 14 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 min read · 1 Jul 2026
From Generic Bots to Prebuilt Agents: How CX’s Build vs Buy Debate is Changing
CX leaders are rethinking whether to build vs buy AI agents as platforms mature, compliance risks grow and vendors launch pre-built agents.
Nicole Willing · 7 min read · 26 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 · 1 min read · 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 · 6 min read · 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 · 11 min read · 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 · 3 min read · 22 Jun 2026
KPMG Flags AI’s Enterprise Execution Gap
KPMG says enterprise AI is scaling fast, but weak governance, trust, and operating models still limit transformation outcomes.
Rob Wilkinson · 6 min read · 18 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 · 5 min read · 17 Jun 2026
AI Agents Are in Your Contact Center – Who's Governing Them?
There's a version of the AI conversation in the contact center that, to put it bluntly, has been done to death. We’ve all heard about the productivity gains,...
Rhys Fisher · 4 min read · 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 · 3 min read · 17 Jun 2026
Containment Without Trust Is Costing Your Customer Service Team More Than You Think
As AI-powered customer service becomes central to enterprise customer experience strategies, companies are discovering that trust is more than a soft brand m...
Nicole Willing · 8 min read · 15 Jun 2026
AI Agent vs Chatbot: Why Your AI Messaging Needs an Upgrade
Techtelligence data shows "AI Agent" content gets 2.9x more reach than "Chatbot." Learn why adapting to this AI terminology shift is critical
Sean Nolan · 5 min read · 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 · 1 min read · 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 min read · 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 · 5 min read · 3 Jun 2026
The Contact Center AI Gap Nobody in the Boardroom Wants to Talk About
The scene is familiar to almost every CX leader working in a mid-to-large enterprise today. The CEO has seen the numbers. Salesforce cut its own customer sup...
Rob Scott · 4 min read · 3 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 · 4 min read · 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 · 4 min read · 1 Jun 2026Big CX News from Zoom, Salesforce, Sprinklr & IBM
The latest news and insights from the world of CX and customer service, including Zoom, Salesforce, Sprinklr & IBM
Rhys Fisher · 4 min read · 29 May 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 · 12 min read · 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 · 3 min read · 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 · 4 min read · 28 May 2026
Customer Journey Mapping Broke in Omnichannel. Here's What Replaces It
Customer journey mapping broke in omnichannel CX. Learn how “living journeys” and journey ops use real-time signals, governance, and orchestration to cut effort.
Rob Wilkinson · 8 min read · 27 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 · 5 min read · 27 May 2026
Why AI Agents Must Be Proven Before They Are Deployed
The push to move AI agents from pilot to production is creating a new kind of tension inside enterprises. The technology may look ready, but leaders still ha...
Rob Wilkinson · 12 min read · 26 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 · 4 min read · 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 · 5 min read · 25 May 2026
Big CX News from Zendesk, Qualtrics, 8x8 & Sprinklr
The latest news and insights from the world of CX and customer service, including Zendesk, Qualtrics, 8x8 & Sprinklr
Rhys Fisher · 3 min read · 22 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 · 4 min read · 21 May 2026
Informatica from Salesforce Goes Headless Across Google Cloud, Snowflake, and Databricks
Informatica's headless integrations with Google Cloud, Snowflake, and Databricks bring governed customer data into AI agent workflows.
Rhys Fisher · 3 min read · 21 May 2026
Openreach's Brutal Honesty About What it Really Took to Transform CX at National Scale with NiCE
Openreach's NPS was below zero. Missed appointments were rife. Here's how NiCE Cognigy's proactive AI agents turned that around.
Rhys Fisher · 1 min read · 21 May 2026
Zendesk Declares the Chatbot Era Dead, Unveils Autonomous Service Workforce
Zendesk has unveiled its Autonomous Service Workforce, replacing deflection-based chatbots with outcome-priced AI agents.
Rhys Fisher · 3 min read · 19 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 · 6 min read · 18 May 2026Big CX News from Vonage, Claude, Fin (Intercom) & Cisco
The latest news and insights from the world of CX and customer service, including: Vonage, Claude, Fin (Intercom), and Cisco
Rhys Fisher · 4 min read · 15 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 · 9 min read · 14 May 2026
Intercom Rebrands to Fin as AI Agent Becomes the Core Business
Intercom has officially renamed its company to Fin, putting its AI customer agent at the center of the business.
Rhys Fisher · 3 min read · 13 May 2026
HubSpot's Customer Agent Hits 70% Resolution Rate in 12 Months
HubSpot's Customer Agent now resolves 70% of support conversations autonomously, up from 20% a year ago. What it means for the contact center
Rhys Fisher · 3 min read · 12 May 2026
Your Contact Center AI Isn't Failing – Your Deployment Is
Every AI vendor in the contact center space has a highlights reel. And most feature some sort of combination of better handle times, improved customer satisf...
Rhys Fisher · 6 min read · 11 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 · 3 min read · 8 May 2026