Marketers Have Months Left to Spot Human Intent
AI agents are moving from simple assistants to tools that can research, compare, and potentially buy for consumers. As their use grows, marketers may struggle to tell whether clicks, traffic, and product views represent human intent or automated activity.
Francesca Roche · 8 Oct 2026
What Is Touchless Resolution? How AI Moves Beyond Automation
AI can answer a customer question in seconds, but completing the task, updating the right system and leaving no hidden cleanup for an employee is a much harder test. Tata Communications' Gaurav Anand explains why touchless resolution is the new standard for AI in CX
Rhys Fisher · 6 Oct 2026
AI Agents: OpenAI's Big Bet vs. Gartner's Warning Sign
OpenAI just bet big on always-on AI agents capable of running entire projects without supervision. Gartner says most enterprises deploying agentic AI this way will abandon it within two years. We explore these contrasting visions for the future of enterprise agentic AI.
Sean Nolan · 5 Oct 2026
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 · 24 Sept 2026
Why AI Can Be Right and Still Get CX Wrong
Discover how human oversight can strengthen AI service performance beyond basic resolution-rate measurement.
Francesca Roche · 23 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 · 21 Sept 2026
Round Up: Why Governing Enterprise AI Has Become a High-Stakes Challenge
Silicon Valley debates an AI development slowdown while Salesforce launches new enterprise AI governance tools at Dreamforce.
Lily Jemmett · 17 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
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 · 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
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
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
Why You Shouldn't Abandon Reactive Support For Proactive AI
Learn why excessive proactive automation can feel intrusive and how hybrid customer service models can deliver better CX.
Francesca Roche · 28 Aug 2026
Salesforce’s Claudeforce Deal With Anthropic Points to What Comes After the CRM UI
Salesforce and Anthropic launch Claudeforce, bringing Salesforce data and workflows into Claude as CRM moves beyond the traditional UI.
Nicole Willing · 27 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
TTEC Digital Lands First Agentforce Contact Center Go-Live
TTEC Digital completes the first live Salesforce Agentforce Contact Center deployment with Compass, showing agentic AI’s CX potential.
Rob Wilkinson · 26 Aug 2026
AI Complexity Could Become a CX Problem for U.K. Businesses, Research Shows
Freshworks research finds UK IT teams are losing time and AI budget to complexity, and CX teams could feel the impact.
Nicole Willing · 21 Aug 2026
A Guide to Dreamforce 2026: What CX Leaders Need to Know About Salesforce AI
Dreamforce 2026 puts Salesforce’s Agentforce strategy under the spotlight. Here is what CX leaders should ask about AI, data and service.
Sophie Wilson · 18 Aug 2026
The 3 Security Gaps Enterprises Must Fix to Limit AI Agent Threats
Learn why perimeter security, identity verification, and data governance are critical to limiting the security risks of deploying AI agents.
Nicole Willing · 17 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 · 17 Aug 2026
Guardrails Won’t Always Stop Customer AI Agents. Is Your Enterprise Ready?
Autonomous AI agents can find unexpected ways around guardrails. Here’s why enterprises need stronger controls and identity security.
Nicole Willing · 13 Aug 2026
Zendesk: Your AI Is Only as Good as Your Knowledge
AI-ready knowledge is becoming one of the biggest tests of whether customer service teams can scale AI safely. Many organizations are still most interested i...
Rob Wilkinson · 12 Aug 2026
Zuckerberg Proposes to Transform the Customer Journey with Personal AI Agents for Billions
Personal AI agents could assess offers and manage service requests, forcing brands to rethink their entire CX strategies.
Francesca Roche · 11 Aug 2026
Salesforce Says Agentforce Adoption Is Accelerating but Enterprise CX Readiness Remains in Question
Salesforce reports rapid Agentforce adoption, but data readiness and unclear AI success metrics could challenge enterprise CX teams.
Nicole Willing · 10 Aug 2026
HubSpot Customer Agent Resolves 72% of Support Tickets Without Human Escalation
HubSpot reports 72% automated ticket resolution and rising Data Agent use, while customers scrutinise AI cost, reliability and value.
Francesca Roche · 6 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
Infobip’s AgentOS Bet: Can CPaaS Become the AI Control Layer for Customer Experience?
Infobip AgentOS connects AI agents, customer data, channels, and oversight as Infobip builds on its Gartner CPaaS leadership.
Sophie Wilson · 4 Aug 2026
The AI Agent Security Risks CX Leaders Need to Address in the Wake of OpenAI and Anthropic Hacks
OpenAI and Anthropic incidents show how autonomous AI agents can reach real systems, exposing CX teams to risks around customer data.
Nicole Willing · 3 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
Can Microsoft’s Governance Layer Make Customer Service AI Enterprise-Ready?
Microsoft is bringing governance to AI agents, but CX leaders still need proof of measurable service improvements.
Francesca Roche · 30 Jul 2026
Meta's Decision to Invest "Aggressively" in AI Infrastructure Raises Investor Concerns
Meta’s 3.6 billion-user ecosystem powers its AI strategy, but customer outcomes will determine its long-term commercial value.
Francesca Roche · 30 Jul 2026
Verint Agent Factory: Can Hybrid Human-AI Workforce Orchestration Actually Work?
Verint's Agent Factory , launched at Engage 2026 alongside a completed Calabrio merger, is trying to become the control layer for a contact center workforce ...
Rebekah Carter · 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
When Legacy Vendors Pull Support, Enterprise Buyers Should Rethink More Than the Replacement
With legacy vendors retiring products, here are six questions buyers should ask before choosing between legacy and AI-native platforms.
Nicole Willing · 28 Jul 2026
How BYOB is Reshaping the Cost of Pipeline Generation
Outbound pipeline generation has long been constrained by workforce availability, with even the most advanced dialers and automation tools still relying on h...
Francesca Roche · 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
How to Justify AI Investments to Your CFO, According to Zendesk
Discover how you can build a strong financial business case for AI that satisfies both customer experience goals and CFOs.
Francesca Roche · 24 Jul 2026
Why are Brands Still Failing Customers with Generic AI?
Explore why bad AI experiences frustrate customers and how brands can rebuild trust through smarter CX automation.
Francesca Roche · 23 Jul 2026
Alphabet Bets on Gemini as AI Agents Resolve 75% of Google Ads Support Queries
Alphabet bets on Gemini as AI reshapes support and shopping, while investors scrutinise the cost of infrastructure investment.
Francesca Roche · 23 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 CRM Stack Is Cracking, Treasure AI Warns
Treasure AI’s Rafael Flores explains why legacy CRM and CDP stacks may be too slow for AI-native customer engagement.
Nicole Willing · 20 Jul 2026
Sprinklr Expands AI Capabilities to Shrink the CX Action Gap
New Sprinklr AI tools aim to help brands act faster on customer signals across workflows, helping CX teams turn insights into action.
Francesca Roche · 16 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 Your AI Pilots Are Losing Trust
Learn why promising AI pilots become harder to trust when they reach complex customer journeys, and how CX leaders can build trust.
Francesca Roche · 15 Jul 2026
Genesys Report Reveals CX Loyalty Is Now At Make-or-Break
Customer expectations have never been higher, with Genesys revealing rising pressure on brands to deliver seamless AI-enabled service.
Francesca Roche · 14 Jul 2026
IBM and Red Hat Move Project Lightwell to Commercial Launch, Warning AI Security Risks are a “Wake Up Call” for CX Leaders
Project Lightwell's commercial launch underlines how frontier AI risks are forcing enterprises to rethink CX security and technical debt.
Nicole Willing · 13 Jul 2026
Why Salesforce's Headless Contentful Deal Is Bigger Than Content Management
Salesforce's Contentful acquisition signals that structured content is becoming core infrastructure for AI-driven CX at scale.
Francesca Roche · 10 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
Frontier AI Is Getting More Powerful But CX May Need an Uber, Not a Boeing
As ChatGPT 5.6 and Fable raise the frontier AI bar, CX leaders should weigh smaller specialist models to cut token costs and improve control.
Nicole Willing · 9 Jul 2026
The End of Separate Sales and Support Journeys?
CX leaders must rethink AI as customer support, sales qualification, and revenue generation begin to merge.
Francesca Roche · 9 Jul 2026
Deployment-First AI Is a Dangerous Bet According to SAP CX
SAP CX warns that CX leaders must fix fragmented foundations before AI agents amplify those weaknesses at enterprise scale.
Francesca Roche · 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
Legacy CX Platforms Turn to AI-Native Acquisitions as Agent Race Heats Up
The Salesforce Fin acquisition shows legacy CRM platforms are buying AI-native CX capabilities to move fast, says John Kim, CEO of Delight.ai.
Nicole Willing · 7 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
Webex CX Chief On What Enterprise AI In CX Gets Wrong
Vinod Muthukrishnan of Webex Customer Experience explains why AI in CX depends on data readiness, governance, and resolution quality.
Rob Wilkinson · 6 Jul 2026
Klaviyo Embeds AI Agents in its CRM to Deliver Shared Customer Context
Klaviyo has added Composer and expanded Customer Agent in its CRM to share real-time customer context across marketing and service.
Nicole Willing · 2 Jul 2026
Anthropic Restores Fable 5 and Mythos 5 Access, But Not for Everyone—Why CX Leaders Should Pay Attention
Anthropic is redeploying Claude Fable and Mythos after export controls were lifted, but access remains limited, raising CX concerns.
Nicole Willing · 1 Jul 2026