Dreamforce 2026 Roundup: Salesforce Has an ‘Easy Button’ for AI. But CX Leaders Still Face the Hard Decisions.
Constellation Research’s Liz Miller explains Salesforce AIforce, Koa, headless CRM, and why CX leaders must prioritize customer outcomes over AI hype.
Rob Scott · 22 Sept 2026
From Prebuilt Agents to Vibe Coding: Salesforce’s New CX Playbook
Salesforce Agentforce CPO John Kucera explains how AIforce, Koa, prebuilt agents, and custom interfaces could reshape CX—and what leaders must govern first.
Rob Scott · 22 Sept 2026
The Gap Between AI Promise and CX Value
Anshuman Singh, Chief Executive Officer at HGS Europe, explains why AI pilots in CX stall and how AI will reshape customer experience roles.
Nicole Willing · 31 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 · 25 Aug 2026
Your Customer Journey Analytics Are Broken – And Buying More AI Won't Fix It
Givens and Kara explain why end-to-end journey visibility keeps failing, and why buying more AI before fixing the foundations won't help.
Rhys Fisher · 13 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
Inside Intelligent Workspace: How Vonage Is Rebuilding Agent Experience for a Multi-CRM, AI-Driven Era
Rob Wilkinson speaks with Rodney Hassard, Head of Product, Applications Group at Vonage , about how intelligent workspaces are reshaping the agent experience...
Rob Wilkinson · 6 Aug 2026
SAP's CMO on Why Brands Are Sitting on a "Dark Data" Time Bomb
SAP Engagement Cloud CMO on why 43% of Gen Z using AI agents to buy is forcing brands to rethink how they act on customer data.
Rhys Fisher · 24 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
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
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
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
37% of Consumers Have Already Moved On – Is Your Attribution Strategy Ready?
ChatGPT has announced that AI advertising is here, and the brands with a strong attribution strategy are going to pull ahead fast.
Francesca Roche · 3 Jul 2026
Cancelled Flight, Broken App, No Answer – Why Airline CX Keeps Failing at the Worst Moment
Jeannie Walters and Dr. Alyona Medelyan analyze nearly 2,000 airline reviews to reveal why airline CX breaks down.
Rhys Fisher · 2 Jul 2026
Anthropic’s Fable Shutdown Proves CX Leaders Need an AI Backup Plan
Level AI CEO Ashish Nagar explains why AI model risk is becoming a concern for CX leaders, from vendor dependency to data control.
Nicole Willing · 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
Anthropic’s AI Identity Gap: Why CX Leaders Need Agent Controls
SecureAuth CEO Geoffrey Mattson explains why Anthropic's Fable restrictions indicate the need for stronger identity controls for AI access.
Nicole Willing · 1 Jul 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
The Way You're Measuring CX AI ROI Is Broken
Why ticket deflection is a flawed measure of CX AI ROI and what outcome-based metrics actually look like in practice.
Rhys Fisher · 19 Jun 2026
Trustpilot: Your Brand Is Invisible to AI, And Reviews Are the Fix
Trustpilot: why brands without a review presence appear in just 1% of AI answers, and how responding to feedback can push that figure to 75%
Rhys Fisher · 17 Jun 2026
Pega's AI Lab Director Says Orchestration Beats Raw Agentic AI Power Every Time
Pega's AI Lab Director Peter van der Putten explains Customer Engagement Studio, and why agentic AI projects fail.
Rhys Fisher · 16 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
CX AI Needs Outcomes, Not Tokens
Kustomer CEO Brad Birnbaum explains why deflection rates and handle time are no longer enough, and how CX leaders should be measuring AI.
Rob Wilkinson · 10 Jun 2026
Is Zoom the Most Interesting Company in CX Right Now? Zeus Kerravala Thinks So
ZK Research analyst Zeus Kerravala breaks down Zoom's shift from video meetings tool to AI-powered system of action — and what it means for CX
Rhys Fisher · 8 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
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
Why Bad AI Rollouts Break Customer Trust
Dr. Ben Granger of Qualtrics joins CX Today to discuss AI trust, human-centered adoption, and how CX leaders can build confidence in AI.
Nicole Willing · 29 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
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
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 · 21 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
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
Roundtable: Your Contact Center Could Be One Outage Away from Disaster – And You Probably Don't Know It
Three CX leaders get honest about why uptime metrics are masking the real resilience problem — and why deploying AI can make it worse.
Rhys Fisher · 6 May 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
Breaking Data Silos Across Teams and Systems to Deliver Connected Customer Journeys
In this CX Today conversation, Nicole Willing speaks with Keith Wilson, Executive Director of Product Management for Customer Experience at CSG , about why f...
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
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
Outcome-Based Pricing in CX: The Future of AI Support?
Matt Price, CEO of Crescendo, explores how Gen AI is reshaping CX pricing - driving a shift to outcome-based models.
Francesca Roche · 19 Mar 2026
Stop Chasing AI Hype and Start Delivering Real Outcomes
Rhys Fisher, Associate Editor at CX Today , sits down with Kevin McGachy, Head of Solutions at Sabio , to cut through the AI noise that's plaguing contact ...
Rhys Fisher · 10 Mar 2026
Command, Not Control: Surviving Social CX Without Losing Your Soul
Customers don’t complain in private anymore. They post. They tag. They amplify. And they expect a response before the next refresh. In this CX Today conversa...
Rob Wilkinson · 25 Feb 2026
The AI Arms Race: Uncovering the Billion-Dollar Shift in Contact Centers
Rhys Fisher sits down with James Hughes, VP of Solutions at Sabio , to explore what’s really happening behind the scenes of AI’s rapid rise in the contact ...
Rhys Fisher · 4 Feb 2026
The Death of Hold Music Why Waiting on the Line Is Over
Waiting on hold has become a cultural meme for a reason. People now experience “instant” everywhere else, food deliveries, banking, streaming. So when suppor...
Rob Wilkinson · 2 Feb 2026
Who's Really Calling? The Rise of AI Customers
For years, the CX industry has obsessed over deploying AI to serve customers better. But a seismic shift is already underway and most contact centers aren'...
Rob Scott · 27 Jan 2026
Talkdesk Takes the Gloves Off: How Commerce Orchestration Is Fixing Broken Retail CX
Talkdesk’s Michael Klein explains how commerce orchestration, agentic AI, and CX automation help retailers turn customer service into a growth engine.
Rhys Fisher · 26 Jan 2026
Big CX Update: How Tata Communications Is Transforming Customer Interactions with AI
In this episode of CX Today, host Christopher Carey sits down with Gaurav Anand, Global Head of Customer Interaction Suite at Tata Communications , to explor...
Christopher Carey · 21 Jan 2026
Beyond AI-Enhanced – What It Really Means to Be AI-Native
Rob Scott sits down with Jami Ferguson, VP of Product at SMG , to explore what it truly means to be an AI-native organization. Far from surface-level automat...
Rob Scott · 14 Jan 2026
The Ops Perspective: How CX Observability Solves the Hidden Pains IT Leaders Face Daily
Modern contact centres have become fragile ecosystems—cloud platforms, Voice AI, IVRs, CRMs, and third-party APIs all owned by different teams and vendors. W...
Rob Scott · 14 Jan 2026
Trustworthy AI Without the Black Box
In this discussion, host Rhys Fisher sits down with James Scott, Senior Solutions Engineer for North America at Diabolocom , to unpack one of the most pres...
Rhys Fisher · 8 Jan 2026
The Call That Cost a Fortune
Every CX leader's nightmare: the one call that went catastrophically wrong . In this eye-opening interview, Rob Scott sits down with Clayton Lougée, VP of Va...
Rob Scott · 30 Dec 2025
The Future of Customer Support Gets Visual – and Real
Rhys Fisher sits down with Zac Scalzi, Director of Sales at Cobrowse , and Ian Roberts, Director of Care Operations & Technologies at Quicken Inc . Together,...
Rhys Fisher · 24 Dec 2025
CX Today's 12 Trends of Christmas: Expert Predictions for 2026
12 CX analysts, vendors, and practitioners share their biggest customer experience predictions for 2026, from agentic AI to data governance and personalization at scale.
Rhys Fisher · 23 Dec 2025
Why Wall Street is Suddenly Nervous About Your Contact Center Vendor
Rob Scott and Zeus Kerravala discuss the end of the per-seat model. Discover why AI agents are disrupting contact center economics at AWS re:Invent.
Rob Scott · 5 Dec 2025
UJET Acquires Spiral: Rewriting the CX AI Rulebook
UJET isn’t just buying tech — it’s buying a new blueprint for customer care. In this must-watch interview, Baker Johnson CBO at UJET explains how Spiral’s AI...
Rob Scott · 4 Dec 2025
AWS re:Invent: You Don’t Have to Choose Between Human and Agentic
Is the future 100% AI or Human? Amazon Connect VP Pasquale DeMaio reveals why you don't have to choose. Explore Agentic AI updates from AWS re:Invent 2025.
Rob Scott · 2 Dec 2025
From Feedback to Financial Impact – The ROI of Unified Experience Management
Rob Scott sits down with Josie Gaeckle, Senior Vice President of Client Insights at SMG , to break down how Unified Experience Management is turning data int...
Rob Scott · 1 Dec 2025
Meeting Regulations and Earning Trust in a Data-Rich CX World
The contact center has quietly become the most data-intensive function in modern business. What started as simple call logging has evolved into a complex eco...
Rob Scott · 25 Nov 2025
The Platform Advantage: How Sprinklr Is Redefining CCaaS for the Next Era of CX
In this interview, Sprinklr’s VP of Product Management explains how a platform-led approach is redefining customer experience by uniting contact center, conv...
Rob Scott · 24 Nov 2025