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
Ibex CX Integration: Is AI-to-Human Handoff the Real Test?
The ibex CX integration strategy is tackling one of the most challenging parts of CX: the AI-to-human handoff.
Rebekah Carter · 27 Aug 2026
Kraken Autonomous Agents Deployment: What Utilities Must Prove Before AI Goes Live
Will Kraken autonomous agents and the Kraken utilities platform change everything for utilities companies?
Rebekah Carter · 12 Aug 2026
Why NiCE Thinks the Future of Customer Experience Is Orchestrated
The market is moving past isolated AI pilots and into a tougher phase where customer experience leaders have to rethink the operating model itself. I arrived...
Rob Wilkinson · 28 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
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
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
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
Detect, Decide, Route: A Practical Blueprint for Dual-Lane CX
The CX industry has spent the better part of the last decade building smarter front doors. IVRs that understand intent, chatbots that handle volume, and virt...
Nicole Willing · 21 May 2026
The New AI Risk No One Is Talking About: Lock-In
The conversation around AI risk tends to focus on model performance, hallucinations, or compliance. Yet a quieter, more structural issue is emerging that has...
Nicole Willing · 11 May 2026
Google Cloud Powers Hyper-Personalized Shopping for OTB’s Fashion Brands
Google Cloud's Virtual Try-On API is now live across Diesel and Jil Sander, helping to deliver hyper-personalized shopping experiences.
Rhys Fisher · 7 May 2026
When Customer Journeys Go Dark: AI Orchestration and the Fight for Visibility
Enterprises often talk about "knowing the customer." They invest in CRMs, contact center platforms, analytics platforms, and automation – each designed to im...
Christopher Carey · 22 Apr 2026
OpenAI’s Consulting Play, CX Leaders Might Get Sidelined
OpenAI Frontier Alliances with BCG, McKinsey, Accenture, and Capgemini signal scaled agentic AI, and CX leaders must set guardrails early.
Rob Wilkinson · 24 Feb 2026
Why the Tortoise Wins the Enterprise AI Race
Rushed AI pilots often fail. Learn why disciplined enterprise AI implementation delivers better customer experience, trust, and long-term ROI.
Adrian Swinscoe · 4 Feb 2026