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
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
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'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
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
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
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
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
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
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 · 4 Jun 2026
Lean DTC Teams Are Struggling With Personalization, Not Technology
Why personalization breaks down for DTC brands despite strong martech stacks and growing automation capabilities
Francesca Roche · 1 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
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
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
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
Human-First AI: Why SMBs Should Rebalance, Not Replace
Nathan Strum, CEO of Abby Connect, explains why SMBs should adopt a human-first AI strategy and why generative AI may increase CX costs.
Francesca Roche · 11 Mar 2026
Why Customer Service Experience Is Getting Worse (and How Leaders Can Fix It) | Alex Mead
Alex Mead explains why CX is broken, where AI helps, and how leaders can rebuild CSX.
Rob Wilkinson · 16 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
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
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
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
How AI QA Is Turning Contact Centers into CX Intelligence Powerhouses
Rhys Fisher sits down with Derek Corcoran, CEO and Founder of Scorebuddy , to unpack how the world of Quality Assurance (QA) is being redefined by AI and con...
Rhys Fisher · 6 Nov 2025
Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel , to unpack one of the most talked-about trends in customer experience: AI co-pilots. W...
Rhys Fisher · 4 Nov 2025
Connected Intelligence and the End of the Drudge Work, Says Nate Brown
Nate Brown, Head of Education & Enablement at Metric Sherpa, shares his WebexOne 2025 insights on AI, Connected Intelligence, and the balance between automation and human empathy in customer experience.
Rob Scott · 2 Oct 2025
Why the Future of AI in CX Depends on Leaders Who Can Say ‘No’
Salesforce and Cisco Webex unveil a deeper Salesforce–Webex Contact Center integration at WebexOne 2025. Discover how Connected Intelligence, agent experience, and pragmatic agentic AI will shape the future of customer service.
Rob Scott · 2 Oct 2025
No More Boxes: Webex’s Open Approach to Customer Experience Integration
At WebexOne 2025, Cisco’s Vinod Muthukrishnan reveals how Webex Customer Experience is redefining AI Quality Management, AI Agents, and integrations with Salesforce, Amazon Lex, and Epic. Discover how “Connected Intelligence” is transforming supervisors, agents, and customer journeys.
Rob Scott · 2 Oct 2025
How CX Leaders Can Win in a Hyper-Dynamic Market
In the latest edition of The Big CX Update, Rhys Fisher sits down with Paul Stanczak, VP of Sales at Enghouse Interactive , to explore the challenges and opp...
Rhys Fisher · 24 Sept 2025
Why CX Leaders Are Tired of AI That Doesn’t Work
Watch on YouTube In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive ...
Rhys Fisher · 28 Jul 2025
AI Agents vs. Agentic AI, Machine Customers, & Personalized AI: A Breakdown
Watch on YouTube. AI agents and agentic AI are two terms often used interchangeably. Yet, they're not the same thing. Understanding this distinction is criti...
Charlie Mitchell · 23 Jun 2025
Emodo & OneMagnify: AI, Acquisitions & the Future of Marketing
The marketing technology landscape continues to evolve rapidly, with strategic acquisitions reshaping how brands approach digital advertising and customer ex...
Floyd March · 23 Jun 2025
Secure the Quick Wins First: How the Frontline Group Is Advancing Its Customer Service Experiences
Watch on YouTube Predictive, generative, agentic... there are many forms of AI creeping into customer service. However, before boiling the ocean, contact cen...
Charlie Mitchell · 18 Jun 2025
Agents in Action: Moving from Chatbots to Real Operational Impact
AI agents are evolving far beyond simple chatbots to become the operational backbone of next-generation customer service. In this exclusive interview, CX Tod...
Susie Harrison · 18 Jun 2025
Five9 Introduces Agentic CX, Pinpoints Its Differentiators
At CCW 2025, Five9 unveiled Agentic CX, its latest AI-powered solution designed to revolutionize contact center operations. In an exclusive interview with CX...
Charlie Mitchell · 16 Jun 2025
Is Your Approach to Dirty Data Killing Your AI Implementation?
In this insightful episode of CX Today, technology journalist Floyd welcomes Brian John Johnson from TechSee to tackle a critical challenge facing enterprise...
Floyd March · 16 Jun 2025
The Top Strategic Priorities for Customer Service Leaders
CX Today's Charlie Mitchell introduces three customer experience priorities to keep top of mind in 2025. To run through them, he's joined by: Garry Gormley, ...
Charlie Mitchell · 2 Jun 2025
GenAI in the Contact Center: ComputerTalk Shares Its Latest Innovations
Watch on YouTube CX Today's Charlie Mitchell hosts Bernie Lee, VP of Product Engineering at ComputerTalk . We discuss three of the latest GenAI innovations t...
Charlie Mitchell · 18 Sept 2024
CEO Chat: Dave Michels Sits Down with Verint’s CEO Dan Bodner
Watch on YouTube. In this interview, Dave Michels from TalkingPointz and Dan Bodner, CEO of Verint explore the rich history and forward-thinking strategies o...
Dave Michels · 25 Jun 2024
The Contact Center Agent Experience: 3 Game-Changing New Solutions
Watch on YouTube. CX Today's Charlie Mitchell hosts Pete Brown, a CX & Customer Engagement Expert at Cisco . After a quick overview of recent research into c...
Charlie Mitchell · 9 May 2024
The Zoom Contact Center AI: 3 Must-Have Capabilities That'll Drive Rapid ROI
Watch on YouTube. Zoom is on a CCaaS innovation hot streak, releasing 600 features for its CCaaS platform in just 18 months. Many of those are AI-fuelled. Re...
Charlie Mitchell · 1 Feb 2024
Why Successful Contact Centres Work Smarter, Not Harder
Watch on YouTube. CX Today's Kieran Devlin speaks to Ben Booth, CEO at MaxContact . In this session, we discuss the following: The key contact center trends ...
Kieran Devlin · 12 Dec 2023
Big CX Update with Five9
Watch on YouTube In this video for our Big CX Update Series, CX Today's David Dungay talks to Callan Schebella, EVP Product Management, Five9 . During the co...
David Dungay · 10 Jul 2023
CX Awards 2023 Winners 🏆
AI is everywhere. CCaaS and UCaaS systems are converging. Immersive experiences are emerging. These are just some of the trends touching the customer experie...
Charlie Mitchell · 17 Feb 2023
The CX Awards 2023: Shortlist of Finalists Revealed
Register to attend the final 👉 Competition within the CX tech market is rife, with hundreds of vendors from CCaaS to CRM promising to deliver a significant R...
Charlie Mitchell · 3 Feb 2023
The Wrong and Right Ways to Implement Voice Automation
Watch on YouTube . Patrice Mattez and Peter Broeckx of AudioCodes join CX Today's Charlie Mitchell to discuss how businesses can better implement voice autom...
Charlie Mitchell · 29 Nov 2022
BISSELL Transforms CX Strategy with Five9
Watch and subscribe on YouTube . CX Today's David Dungay hosts Joe Lochinski, Service Automation & Analytics Manager, BISSELL . In this session, we discuss t...
David Dungay · 24 Oct 2022
The Future of Voice
Watch and subscribe on YouTube . CX Today's Charlie Mitchell hosts Stuart Dorman, Chief Innovation Officer, Sabio . In this session, we assess the future of ...
Charlie Mitchell · 6 Oct 2022
Understanding Customer Intent in the Contact Centre
Watch and subscribe on YouTube . CX Today's Sandra Radlovački hosts Kevin McGachy, Head of AI and Automation Solutions, Sabio . In this session, we discuss t...
Sandra Radlovački · 2 Sept 2022
Rethink Contact Center Automation and Add Collaborative Intelligence!
Watch and subscribe on YouTube . CX Today's Charlie Mitchell hosts Callan Schebella, EVP of Product Management at Five9 . In this session, we consider CX aut...
Charlie Mitchell · 1 Sept 2022
10 Speech Analytics Use Cases for the Contact Centre and Beyond
Watch on YouTube . CX Today's Charlie Mitchell hosts Andrew White, CEO, Contexta360 . In this session we introduce the following speech analytics trends: 1) ...
Charlie Mitchell · 23 Feb 2022
Optimising Conversations for Next-Gen CX
Watch on YouTube . In this session we discuss the following: Will the agent experience trend continue into 2022? Have most organisations gone as far as they ...
Rob Scott · 3 Dec 2021
VOC Trends: Automation, COVID and the Sector's Future
Watch on YouTube . In this session we discuss the following: The key considerations to bear in mind when soliciting feedback The extent emerging technologies...
William Smith · 24 Aug 2021
Reimagining CX with Five9 and Metrigy
Watch on YouTube . In this session we discuss the following: What does it mean to reimagine your CX? Why does choice matter to customer experience? Why is ag...
Rob Scott · 13 Apr 2021
Automating Conversations in CX
Watch on YouTube. In this session we discuss the following: Why it’s so important for businesses to automate conversations in CX How predictive and real-time...
Carly Read · 12 Apr 2021
Automation and CX - Best Practices and Business Checklist
Watch on YouTube. In this session we discuss the following: Common factors driving companies to get started with AI and automation in CX What businesses can ...
Carly Read · 6 Apr 2021
Reinventing CX with Automation
Watch on YouTube . Call centres are at a tipping point - and a new model is emerging. In this session we talk about: How are Contact Centres and BPOs perform...
Rob Scott · 18 Dec 2020