Employee Experience Is the New WFM Battleground
From conversational hiring to AI readiness, this week’s WFM news highlights the changing employee experience technology landscape.
Francesca Roche · 28 Sept 2026
How Dr. Martens Kicked Its CX Strategy Into Gear
Dr. Martens' Chief Technology & AI Officer Graham Calder shares how the iconic brand fixed its fragmented customer care operation.
Sean Nolan · 24 Sept 2026
ISG, Telstra, Cresta, and ScorebuddyCX Expose AI’s Contact Center Test
ISG, Telstra, Cresta, and ScorebuddyCX show why contact center AI now depends on workflows, QA trust, governance, and value.
Rob Wilkinson · 22 Sept 2026
The Human Tempo Gap: What Is It And How Can We Overcome It?
EY’s Patricia Camden explains the human tempo gap and how CX leaders can build trustworthy, customer-controlled AI experiences.
Francesca Roche · 8 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
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
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 · 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 · 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 · 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
Google Cloud and Verizon Double Down on AI-Powered Customer Experience
Google Cloud and Verizon are expanding Gemini Enterprise to automate customer service, strengthen network operations, and scale enterprise AI
Rhys Fisher · 25 Aug 2026
Fin Operator Drives 20,000 AI Support Improvements To Free Employee Capacity
Fin’s Operator aims to optimise AI support through human-approved changes to knowledge, workflows, automations and Fin settings.
Francesca Roche · 10 Aug 2026Big CX News from Avaya, ServiceNow, NiCE & HubSpot
The latest and greatest news and insights from the biggest vendors in the space, including Avaya, ServiceNow, NiCE & HubSpot
Rhys Fisher · 7 Aug 2026
NiCE Wins Big CX AI Deals, But Enterprise Adoption Takes Time
NiCE secured major HMRC and healthcare CX AI deals, but its Q2 call revealed the data, governance, and deployment hurdles facing enterprises.
Rhys Fisher · 6 Aug 2026
Why Deep Specialism Beats Generalist AI in CX
Will AI agents trigger a SaaS collapse? Discover why deep workflows, enterprise data, and specialist platforms still matter.
Adrian Swinscoe · 4 Aug 2026
Reddit Believes Human Conversation Wins in the AI Era
Discover Reddit’s AI and community strategy, from safer discussions and personalised feeds to automated advertising and improved attribution.
Francesca Roche · 3 Aug 2026
The EU AI Act Deadline Is Here: Why CX Teams Cannot Afford to Wait
The EU AI Act transparency deadline is here. Learn what contact centers must do on chatbots, AI disclosure, vendors, and customer trust.
Rhys Fisher · 30 Jul 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
Salesforce: AI Is Raising CX Expectations Faster Than Brands Can Deliver
Salesforce’s State of Commerce report reveals how AI is raising customer experience expectations while fragmented data holds brands back.
Rhys Fisher · 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
Yelp Host Aims to Solve the Restaurant Industry’s Missed-Call Problem
Discover how Yelp Host connects voice AI with OpenTable, POS systems, and multilingual restaurant customer service.
Francesca Roche · 28 Jul 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
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
Customer Journey Orchestration Is Getting Serious. Is NiCE Agentic AI Architecture Already Ahead?
Could Nice customer journey orchestration fix the awkward parts of customer journeys for growing brands? Find out here.
Rebekah Carter · 23 Jul 2026
What a Stripe-PayPal Merger Would Mean for the Checkout Experience
Stripe has reportedly made a $53 billion offer for PayPal. We look at what the proposed deal would mean for the future of checkout.
Rhys Fisher · 21 Jul 2026
Wix Headless Turns AI-Built Websites Into Customer-Ready Experiences
Wix Headless now connects AI-built websites to backend infrastructure, helping businesses launch more functional digital experiences.
Francesca Roche · 21 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
How Age UK Uses Twilio To Tackle The Loneliness Epidemic
Discover how Twilio Flex helps Age UK deliver telephone companionship to isolated older people across the UK.
Francesca Roche · 16 Jul 2026
70% of Employees Are Misusing AI – CX Teams Should Be Worried
GoTo's Pulse of Work 2026 report reveals a growing AI governance gap. Here's why CX teams are at risk, and what to do about it.
Rhys Fisher · 15 Jul 2026
Gartner Magic Quadrant for Conversational AI Platforms 2026: The Rundown
Gartner has published its 2026 Magic Quadrant for Conversational AI Platforms. Discover every Leader, Challenger, Visionary, and Niche Player
Rhys Fisher · 15 Jul 2026
Oracle Widens Fusion Agentic Applications to More Builders with AI-Native Launch
Oracle’s new builder experience helps more organizations create and run governed agentic applications inside Fusion Applications.
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
Beyond the "New New": The Enduring Pragmatism of PegaWorld 2026
At PegaWorld 2026, Pegasystems doubled down on what it's always done best: measurable human and business impact.
Adrian Swinscoe · 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
Big CX News from HubSpot, Microsoft, OpenAI & Anthropic
The latest news and analysis from the biggest vendors in the CX space, including: HubSpot, Microsoft, OpenAI & Anthropic
Rhys Fisher · 10 Jul 2026
Zoom Brings AI Receptionist to Any Phone System – No Zoom Phone Required
Zoom's standalone Virtual Agent Receptionist brings AI call handling to any existing phone system. No Zoom Phone required.
Rhys Fisher · 9 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
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
How ODEON Cinemas is Redefining Empathetic Guest Service With Zendesk
How ODEON Cinemas used Zendesk to balance AI efficiency with empathetic, human-centred guest service at scale.
Francesca Roche · 7 Jul 2026
Beyond CSAT and AHT: The New Metric Stack for AI‑Driven CX
As CX leaders race to roll out automation, one reality is getting harder to ignore: traditional contact center metrics were built for a world of human produc...
Rob Wilkinson · 6 Jul 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
Human Oversight Becomes Central to Five9's New Voice AI Strategy at CCW
Five9 launches Voice AI Agents to automate customer service, improve outcomes, and advance its broader Agentic CX strategy.
Francesca Roche · 24 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
Five9 Explains How Human-in-the-Loop AI Drives Better CX Outcomes
In this CX Today interview, Nicole Willing speaks with Jonathan Rosenberg, Chief Technology Officer at Five9 , about the role of human-in-the-loop design in ...
Nicole Willing · 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
Salesforce's $3.6B Fin Grab: Smart Power Move or Integration Gamble?
Simon Leyland and Zeus Kerravala on why the Salesforce-Fin deal reshapes the entire AI customer experience market.
Rhys Fisher · 22 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
Salesforce Futures VP: Customers Face Three Core AI Challenges as Agentic Enterprise Takes Shape
Salesforce Futures VP Mick Costigan explains the challenges customers are facing in bringing AI agents into the enterprise.
Nicole Willing · 18 Jun 2026
Google Cloud Summit Round-Up: How Agentic AI Is Reshaping Customer Experience
From personalised banking to AI shopping assistants, Google Cloud Summit London 2026 redefines what agentic AI means for CX.
Francesca Roche · 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 · 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
Pega's Customer Engagement Studio Puts Governance at the Heart of Agentic Marketing
Pega launches Customer Engagement Studio, a governed agentic workspace that takes enterprise marketers from brief to live campaign in minutes.
Rhys Fisher · 16 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
Human Oversight Can No Longer Protect Customers From AI Hallucinations
AI hallucinations can spread across millions of interactions, making automated CX assurance increasingly important.
Francesca Roche · 15 Jun 2026
Is AI-Powered Service Going to Be More Expensive?
New Gartner research suggests the total cost of AI in service and support may exceed the savings from headcount reductions.
Adrian Swinscoe · 12 Jun 2026
Oracle Wins 30M Subscriber Telco Deal as Rivals Close In
Oracle's latest earnings call revealed a major Latin American telco win - but Salesforce and ServiceNow are targeting the same customers.
Rhys Fisher · 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
Sprinklr Launches LLM Insights to Track and Fix How Brands Appear in AI Search
Sprinklr's new LLM Insights tool gives CX and marketing teams real-time visibility into how their brand appears in AI-generated search.
Rhys Fisher · 10 Jun 2026